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Booking consultations, slot holds, rescheduling, cancellations, and what happens if plans change.
Reschedule an appointment
How to move a HealAssist appointment to a new slot, what a reschedule cannot change, and when to cancel and rebook instead.
Cancel an appointment
How to cancel a HealAssist appointment, when the refund is automatic, and what to do if you are cancelling within 6 hours of your slot.
When is a HealAssist refund automatic?
Which HealAssist refunds happen automatically and which need a request: the six-hour rule, what it does not cover, and what to do if the hospital cancels on you.
Not happy with your consultation? Get a second one, free
Not satisfied after your first consultation? HealAssist arranges a second opinion with another specialist at no extra consultation cost. How to ask, and what it covers.
How to book a doctor consultation on HealAssist
Booking a consultation on HealAssist: choose a doctor and a slot, fill in the patient details, and pay only if the doctor charges a consultation fee.
When is my appointment slot held?
Your slot is held from the moment you submit the patient details, for ten minutes, which covers the payment step. It is not held while you are still filling in the form.
My doctor is no longer available. What happens to my appointment?
If your doctor becomes unavailable, HealAssist prioritises rebooking you with an equivalent specialist. Ask your HealAssistant — rescheduling will not change your doctor.
What does my appointment status mean?
Requested, held, confirmed, completed, cancelled, no-show: what each HealAssist appointment status means, and which of them you can change yourself.
Do I need an email address to book or pay on HealAssist?
No. Your mobile number identifies you on HealAssist. You can book, pay and be notified with no email address — here is what an email does and does not change.
My payment failed while booking. What do I do?
If a payment fails while booking on HealAssist, the screen tells you whether your slot is still held or was released. Retry, pick a different time, or contact support.
How to book an appointment for a family member
Book a HealAssist appointment for a parent, child or spouse: save them once under Family in your account, then choose them when you book.
Do I need an account to book an appointment?
Yes — booking an appointment on HealAssist needs you to be signed in. Signing in takes a mobile number and a one-time code, and is worth doing before you start.