Partner Platform
About MediQo
What is MediQo?
MediQo is an AI-powered platform for healthcare providers. It supports clinical documentation, front office workflows, billing optimisation, telehealth, reporting, and patient communication within one system.
Who does MediQo work with?
MediQo works with a wide range of healthcare organisations across Australia. This includes single-doctor clinics, multi-doctor practices, specialist clinics, allied health providers, and multi-state enterprise-level clinic and doctor groups. MediQo also works with practice consultants and IT partners that support practice optimisation and growth.
Who are MediQo’s paying customers?
MediQo’s paying customers include Australian medical practices and clinics, practice owners and managers, enterprise healthcare providers, and IT partners deploying MediQo solutions.
Who are the end users of MediQo?
End users include clinicians such as GPs and allied health professionals, as well as practice managers and reception or administrative staff.
What does MediQo help practices achieve?
MediQo is designed to reduce administrative burden, improve clinical workflow, support more efficient front office operations, and improve patient access. It also helps practices improve visibility into key operational and revenue metrics.
Features
What features does MediQo offer for clinical practice?
MediQo provides a broad suite of AI tools for clinical practice. These include AI medical documentation, AI receptionist, smart MBS billing suggestions, telehealth, patient observations, snippets and templates, forms auto-fill, reporting dashboards, and workflow automation.
What is the AI Receptionist?
The AI Receptionist answers calls, books appointments, handles common questions, supports multiple languages, and can transfer to human reception where needed. It uses the clinic’s knowledge base to answer questions about fees, opening hours, services, locations, parking, and other common enquiries.
What does the AI Receptionist knowledge base do?
The knowledge base acts as the source of truth for patient questions. It helps the AI resolve more enquiries without needing to transfer to a human receptionist.
What is the AI Medical Scribe or documentation feature?
This feature helps clinicians generate structured clinical notes during or after consultations. It supports faster documentation, reduces typing, and improves consistency across records.
What is Smart MBS Billing Suggestions?
This feature suggests relevant Medicare item numbers during a consultation based on the consult context and practitioner type. It helps improve billing accuracy and reduce missed billing opportunities.
What is the live billing feature?
This feature shows the value of each consult, whether it has been invoiced or paid, and a live breakdown of invoiced versus paid revenue from the appointments view.
Does MediQo support auto-filled forms and PDFs?
Yes. Clinics and enterprise customers can request the upload of organisation-specific PDFs for auto-fill.
Does MediQo support telehealth?
Yes. Telehealth is supported as part of the MediQo platform.
What is the patient observations feature?
This feature automatically charts certain patient observations over time and presents them within the clinician workflow. This helps improve visibility of patient trends.
What are Snippets?
Snippets are reusable text shortcuts that allow clinicians to insert commonly used paragraphs or phrases into notes. They help speed up documentation and improve consistency.
Pricing
What pricing model does MediQo use?
MediQo supports clinics with all-in-one pricing, unlimited access to all AI tools, and a commitment that new software features will not attract additional charges.
How much is MediQo?
MediQo uses a simple subscription model based on clinic size and usage. The AI Receptionist is priced at $499/month per clinic for up to 1500 minutes and includes the full suite of AI tools for free. Clinics can also upgrade to $799/month per clinic for up to 3000 minutes, including the full suite of AI tools for free.
Demos
How can a practice book a demo?
Practices can book a demo with the MediQo team at any time. Product capability can be demonstrated from both a clinical and operational perspective. Book a live demo.
Can a clinic request an operational capability session?
Yes. Clinics can book a session specifically to review MediQo from an operational perspective.
Can I test the AI receptionist?
Yes. Partners can test the AI receptionist directly by visiting mediqo.health/voice. This is a demo environment and is used for demonstration purposes.
Free Trial
Is a free trial available?
Yes. MediQo can offer one month of free access to all MediQo tools, including AI Reception, for up to three clinics. Book a 4-week free trial or onboarding.
Is there a limit to how many clinics can be included in the proof of concept or free trial?
Yes. The proposed free trial includes up to three clinics.
Is there a limit on how many doctors or reception staff can be onboarded during the trial?
There is no limit. The trial is designed to allow practices to test the platform properly. The recommended approach is to pilot with a variety of clinics so the technology can be tested across different use cases.
Onboarding
What does MediQo’s onboarding process look like?
MediQo uses a guided onboarding process. Each clinic is assigned a dedicated onboarding or customer success lead. Clinics are supported through setup, training, weekly check-ins, troubleshooting, and optimisation.
What support does MediQo provide during onboarding?
MediQo provides a dedicated customer success or onboarding lead, guided setup, weekly phone call check-ins, support centre access, video how-to resources, internal rollout communication templates, channels for feature requests, and support for reporting customisation.
What information is needed for a successful trial?
For AI Receptionist, setup typically includes PMS integration, phone system routing, doctor availability, customisation preferences, and FAQs for the knowledge base. It is also helpful to define pilot goals, current clinic metrics, and reporting preferences at the outset.
What are common onboarding risks or causes of false starts?
The speed of AI Receptionist setup is important. Delays in PMS integration, phone routing, or knowledge base setup can reduce the value of the pilot period. Guided onboarding and regular check-ins help reduce these risks.
What has MediQo learned from previous implementations?
MediQo has found that onboarding is most successful when it is guided, reporting is visible at all levels of the organisation, communication is proactive, and each clinic has a dedicated contact. Ongoing review of call summaries and knowledge base content can lead to measurable revenue improvement over time.
Customisation
Can the AI Receptionist tone and behaviour be customised?
Yes. The AI Receptionist is fully customisable. Clinics can customise phone greetings, choose from approximately seven voices, set different clinic hours, reserve time for walk-in patients, blacklist specific patients, and update the knowledge base at any time.
Can clinicians customise documentation?
Yes. Clinical users can save individual templates across AI documentation types.
What branding options are available?
Branding options such as user interface branding, reporting presentation, and API-related outputs can be discussed during scoping.
Value
How does MediQo create value for front office teams?
Front office teams typically benefit from more appointments booked, fewer missed calls, faster patient communication, and more efficient workload allocation.
How does MediQo create value for clinicians?
Clinical teams typically benefit from time savings on routine workflows, reduced documentation burden, and improved clinical outputs. This also supports compliance and consistency.
How does MediQo create value for leadership and management?
Practice owners, managers, and executive teams typically benefit from revenue uplift, more accurate MBS billing, improved operational visibility, and more efficient staff deployment.
How does this translate into patient benefit?
The flow-through impact is better patient care through faster access, improved clinic responsiveness, and reduced administrative friction.
Reporting
What reporting features are available?
Current reporting visibility includes daily billings, payment status, revenue per appointment, new patients booked, total appointments booked, AI receptionist call time, AI receptionist call summaries, and more. Dashboard enhancements are being rolled out regularly. MediQo is also introducing more patient reporting, including clinician-facing observed patient metrics.
What commercial indicators can practices monitor in MediQo?
Practices can monitor total calls, appointments booked, new patients, billing performance, payment status, revenue per appointment, AI receptionist usage time, call summaries, and cancellations.
Can MediQo help practices measure conversion to appointments?
Yes. Relevant activity and appointment data is available in MediQo’s reporting dashboards.
Can dashboards support network-wide rollout and performance visibility?
Yes. MediQo’s growth and marketing team can assist with internal communications, training webinars, and rollout resources to support wider implementation.
Integrations
Does MediQo provide APIs?
Yes. MediQo provides web service APIs for application integration.
What integration standards are supported?
MediQo supports APIs as well as HL7 and FHIR-based interfaces and webhooks, depending on the integration.
Is integration bidirectional?
It depends on the integration scope. Integrations are commonly bidirectional and can be configured as unidirectional if preferred.
Does MediQo offer 100% API coverage?
Yes. MediQo has stated that it has 100% API coverage.
Differentiation
How is MediQo different from other AI tools in Australian healthcare?
MediQo is designed as a comprehensive, healthcare-specific platform rather than a single-purpose AI tool. It combines multiple capabilities into a single system, including AI receptionist, clinical documentation, billing support, telehealth, care planning, and reporting. MediQo is built on FHIR and HL7 for security and interoperability and is designed specifically for the Australian clinical context.
What is the difference between MediQo and standalone AI tools?
Many AI tools are point solutions. Some tools only handle phone calls, while others only assist with documentation. MediQo supports both front office workflows and in-consult clinical workflows within the same platform.
How does MediQo reduce reliance on multiple systems?
MediQo brings together scheduling, documentation, billing, communication, and reporting into a single platform. This reduces the need for multiple vendors and simplifies integrations and workflows.
Is MediQo designed specifically for healthcare?
Yes. MediQo is built specifically for healthcare providers and aligns with clinical workflows, compliance requirements, and Australian healthcare standards. It is not a generic AI tool adapted for healthcare use.
White Labelling
Can MediQo be white labelled?
Yes. White labelling is possible. This requires a scoping meeting to confirm requirements, project scope, and pricing.
What branding options are available?
Branding options such as user interface branding, reporting presentation, and API-related outputs can be discussed during scoping.
Pilot Selection
Does MediQo have guidance on selecting the right clinics for a pilot?
Yes. MediQo supports all clinic sizes, from single practitioners to national groups. The recommended approach is to understand the organisation’s needs first, then configure the software, reporting, and communication cadence accordingly.
What is the recommended pilot structure?
MediQo recommends selecting a variety of clinics so the technology can be tested across different workflows and use cases.
Deployment
Is MediQo cloud-based or on-premise?
MediQo is cloud software. It can also be installed on local infrastructure if required, subject to scoping and additional pricing.
What infrastructure does MediQo use?
MediQo is hosted on Microsoft Azure, with Australian data residency for Australian customers.
Data Privacy
Does MediQo comply with the Privacy Act and APPs?
Yes. MediQo operates within the Privacy Act 1988 and the Australian Privacy Principles.
Does MediQo have a privacy policy?
Yes. The privacy policy is available at mediqo.health/privacy-policy.
What personal information does MediQo process?
Depending on enabled features and integrations, MediQo may process user account details, practice details, patient identifiers, appointment details, consultation audio or transcripts, and clinical documentation.
Can patients or clinics request deletion or export of data?
Yes. MediQo supports access, correction, deletion, and export requests, subject to legal and regulatory requirements.
Is data retained in Australia?
Yes. For Australian customers, data is hosted in Australia and not shared offshore under standard deployments.
Security and Encryption
Is data encrypted?
Yes. MediQo encrypts data in transit using TLS or SSL and encrypts data at rest using Azure-hosted encryption controls.
Is data encrypted in transit?
Yes. Data is encrypted using TLS 1.2 or higher.
Is data encrypted at rest?
Yes. Data is encrypted at rest using AES-256 or equivalent.
How is access controlled?
MediQo uses role-based access control, least privilege principles, and multi-factor authentication.
Is customer data segregated?
Yes. Customer data is logically segregated by organisation, with strict RBAC and tenant-level isolation. Dedicated environments can also be offered for enterprise customers where required.
Are backups encrypted?
Yes. Backups are encrypted at rest and protected in transit.
Does MediQo maintain audit logs?
Yes. Audit trails typically include authentication events, administrative actions, access events, integration calls, and system or security events.
AI Models
How does MediQo use AI?
MediQo uses AI for speech-to-text transcription, clinical note drafting, summaries, workflow automation, and AI receptionist call handling.
Does AI generate outputs?
Yes. MediQo generates draft outputs such as notes, summaries, structured fields, and call summaries. These are designed to be reviewed and edited before use.
Does MediQo have AI governance?
Yes. MediQo has an internal governance approach covering model selection, privacy impact considerations, security testing, clinical safety, change management, and post-deployment monitoring.
Are AI risks assessed?
Yes. Risk assessments are conducted for new AI capabilities and material changes, including operational, privacy, security, and responsible AI considerations.
Does MediQo use customer data to train AI models?
No, not by default. Customer or patient data is not used for model training or fine-tuning unless explicitly agreed.
Human Oversight
Is there human oversight?
Yes. MediQo is designed with human-in-the-loop controls. Outputs are intended for review and approval by clinicians or authorised staff before being actioned.
Incident Response
Does MediQo have an incident response process?
Yes. MediQo maintains a formal incident response process to identify, contain, assess, and remediate security or privacy incidents.
Will customers be notified of incidents?
Yes. Customers are notified without undue delay once an incident is confirmed and assessed, in line with contractual requirements and law.
Support
What support is available?
Support is provided through email, ticketing, scheduled calls, and support centre resources including how-to videos, help articles and AI chat. Critical incident support can be covered through enterprise arrangements.
Data Ownership
Who owns the data in MediQo?
Customers retain ownership of their data. MediQo acts as a service provider or processor to deliver the contracted service.
What happens to data when a contract ends?
MediQo supports export or return of customer data and then secure deletion or de-identification according to contractual and regulatory requirements.
Audit Readiness
Is MediQo aligned with healthcare security standards?
MediQo aligns with healthcare and privacy expectations and uses secure Azure infrastructure. It also aligns with ISO 27001-style controls and references SOC 2 and HIPAA-aligned controls via its trust centre.
Can MediQo support audit-related requirements such as RACGP or AGPAL impacts?
MediQo can review specific audit or accreditation requirements with the clinic or organisation and confirm what is possible in scope.
Can customers review security documentation?
Yes. Various materials such as penetration testing summaries, vulnerability management information, and other due diligence documents can be shared under NDA where appropriate.
How should IT partners describe MediQo to medical practice clients?
MediQo is an AI-powered platform for healthcare providers that brings together clinical documentation, front office automation, billing optimisation, reporting, and patient communication in one system. It supports clinics of all sizes, from single practitioners to enterprise groups. It is hosted in Australia on Microsoft Azure, uses encrypted data handling and role-based access controls, and is designed for clinician oversight and healthcare workflows. It offers guided onboarding, broad customisation, a one-month free trial for up to three clinics, and all-in-one pricing with unlimited access to MediQo’s AI tools.
Subprocessors
What subprocessors are used as part of the MediQo platform?
The primary subprocessor is Microsoft Azure, which is used for AI, hosting, compute and storage in Australia. Additional subprocessors include VENTA for security monitoring, GitHub for code repository and automation, and 3CX for telephony.
Do subprocessors have access to personal or health data?
Some subprocessors such as cloud hosting providers may have logical access to encrypted data as part of service delivery. Access is tightly controlled, logged, and limited to what is necessary.
Are subprocessors vetted and contractually controlled?
Yes. Subprocessors are vetted and contractually required to meet equivalent security and privacy obligations.
Is a list of subprocessors maintained?
Yes. An up-to-date subprocessor list is maintained and can be provided under NDA.
Data Processing
What types of data are processed?
MediQo processes PII including patient and staff data, PHI or clinical information, appointment and scheduling metadata, and user account details. Audio may be processed transiently for transcription.
Is patient health information processed?
Yes. MediQo is designed for healthcare workflows and processes PHI where required.
How is data used?
Data is used to provide clinical documentation, workflow automation, patient communication, and operational monitoring.
Is data used for analytics or profiling?
Aggregated and de-identified telemetry is used for service improvement and security monitoring. Patient data is not used for marketing profiling.
Data Residency
Is data stored in Australia?
Yes. Data is hosted in Microsoft Azure with Australian data residency.
Are backups stored in Australia?
Backups are stored separately from primary workloads and can be configured for geo-redundancy. The default configuration maintains Australian residency.
Is data accessible outside Australia?
No for standard configurations. Data access is restricted to authorised personnel and is logged.
Is multi-region replication used?
High availability is achieved using Azure redundancy, with replication within Australia where required.
Data Retention
What is the data retention period?
Retention is based on data type and regulatory requirements. Clinical data is typically retained for service delivery, with a default of seven years based on Australian data privacy expectations.
Can data be deleted on request?
Yes. Specific records can be deleted subject to legal and clinical record retention requirements.
How are backups handled during deletion?
Deletion applies to active datasets immediately. Backup data is removed through scheduled expiry or rotation.
What is the secure deletion process?
Secure deletion includes controlled purge of tenant data, key management controls, and verification steps.
Key Management
How are encryption keys managed?
Keys are managed using cloud KMS or HSM-backed services such as Azure Key Vault.
Who can access encryption keys?
Access is restricted to a minimal set of authorised personnel under least privilege controls and is logged.
Access Control
Is RBAC implemented?
Yes. Role-based access control is implemented with clinic-level segmentation.
Is MFA enforced?
Yes. Multi-factor authentication is supported and enforced for privileged access.
Is SSO available?
SSO is supported for enterprise deployments using SAML or OIDC.
Are access reviews performed?
Access reviews are performed for privileged roles and can be expanded for enterprise customers.
API Security
What authentication methods are used for APIs?
APIs use OAuth2, OIDC tokens, and scoped API keys.
Are API tokens time-limited?
Yes. Tokens are scoped and time-limited.
Are APIs rate limited?
Yes. Rate limiting and abuse detection are implemented.
Is TLS enforced for APIs?
Yes. TLS is enforced for all API endpoints.
Vulnerability Testing
Is a secure SDLC followed?
Yes. Secure SDLC practices include code review, change control, and separation of duties.
Are SAST and DAST used?
Security testing is embedded, including dependency scanning and ongoing expansion of SAST and DAST coverage.
Is vulnerability management in place?
Yes. A documented vulnerability management process is in place.
How quickly are critical vulnerabilities addressed?
Critical vulnerabilities are prioritised and typically remediated within days based on severity.
Network Security
Is network segmentation used?
Yes. Logical segmentation isolates tenant data and sensitive workloads.
Are firewalls and security groups used?
Yes. Firewalls and security groups are implemented and managed.
Is endpoint protection deployed?
Yes. Host hardening and endpoint protection are applied.
Is intrusion detection used?
Cloud-native detection and alerting are implemented and continuously improved.
Monitoring
Are audit logs maintained?
Yes. Audit logs are maintained for key system and user actions.
Are logs protected?
Logs are access-controlled and protected from tampering.
Are systems monitored for anomalies?
Yes. Systems are monitored continuously for anomalous behaviour.
Backups
Are backups performed?
Yes. Backups are performed daily with point-in-time recovery.
Are backups encrypted?
Yes. Backups are encrypted at rest and in transit.
Are restore processes tested?
Restore processes are tested periodically and can be formalised for enterprise customers.
Are immutable backups supported?
Immutable backup options can be enabled based on customer requirements.
Disaster Recovery
Is there a Business Continuity Plan?
Yes. A documented BCP is in place.
Are RTO and RPO defined?
Yes. Recovery time and recovery point objectives are defined for critical systems.
Is failover automated?
Failover is automated for many components, with some manual processes where required.
Incident Management
Is there an incident response plan?
Yes. A formal incident response plan is in place.
What is the notification timeframe?
Notification is provided without undue delay, with a target of within 72 hours where applicable.
Is root cause analysis performed?
Yes. Post-incident analysis and remediation are completed.
Performance
Does MediQo impact PMS performance?
The system is designed to minimise load using scoped queries, APIs, and rate limiting.
Can performance be tuned?
Yes. Sync frequency and rate limits can be adjusted.
Consent
How is patient consent handled?
Consent is typically obtained by the healthcare provider. MediQo supports configurable workflows and controls.
Can users opt out?
Yes. Features can be disabled and users can opt out of non-essential communications.
