Patient guide
When will my online prescription or sick note be ready?
Payment confirmation and clinical completion are two different steps. At hiDoc, patient documents are released after the doctor completes the consultation and payment is confirmed, or the fee is waived. Paying while the doctor is still writing does not make a draft prescription ready to use.
Published by hiDoc · Updated 20 October 2026 · 4 minute read
The payment email and paperwork email are separate
The doctor can request payment while finishing the consultation. The payment link lets you settle the invoice; the payment status page tells you whether confirmation or clinical completion is still pending.
When the consultation is complete and the invoice is settled, issued patient documents can be released. hiDoc then sends the document email with the paperwork and a link to your secure records. A successful checkout return alone is not proof of payment: the payment provider must confirm it.
What documents can be issued?
The doctor decides which documents are clinically appropriate. These may include a prescription, medical certificate, referral, pathology request or consultation summary. You may not receive every document type, and payment does not guarantee any particular medicine or certificate.
Open your secure patient records to view available documents. If payment is confirmed but the consultation is still in progress, allow the doctor to finish. If the consultation is complete and expected paperwork is missing, contact the practice rather than making a second payment.
Sending a prescription to a pharmacy
If your pharmacy asks for the prescription directly from the practice, use the pharmacy-send option in your secure records. Enter and check the pharmacy’s email address carefully. The system sends the prescription from the practice; it is not a forward from your personal email account.
Use an address supplied by the pharmacy and share only with the intended recipient. This feature does not guarantee that a pharmacy can dispense the medicine: dispensing requirements and the pharmacist’s assessment still apply.
Cancelled calls and payment problems
If a consultation is closed without completion, its payment needs to be treated separately from an ordinary completed appointment. An unpaid fee may be waived; a payment already made may need review. Closing the booking does not automatically reverse a payment or a doctor’s split.
If checkout fails or you cancel it after authorising payment, check the invoice status before trying again. Contact the practice if it remains unclear. Do not send card details or passwords by email.