SECOND OPINION SERVICE

We want to help you make confident decisions about your healthcare. That’s why we’re helping eligible members get a free, confidential second opinion on a health condition from a certified, practising medical specialist based in Australia.

Why get a second expert medical opinion?

If you’ve been diagnosed with a medical condition, a second opinion from a medical expert can:

• provide assurance and peace of mind, or an alternative view
• help you understand and validate your treatment plan, or provide alternatives if your treatment isn’t getting results
• confidentially answer questions or concerns about your diagnosis.

A second opinion at no extra cost^*. Because we put money where our members are.

Who provides the service

mlcoa, part of MedHealth, the largest provider of independent expert medical opinions in Australia. 

1) Check that you’re eligible

You need to:

• have had an eligible HCF hospital policy for at least 12 months^*
• be up to date with your premiums
• have met with a specialist and have a diagnosis (a GP consultation isn’t enough to use the service)
• have a condition covered by the service. See excluded conditions.

2) Register for the service

Complete mlcoa’s Expert Medical Opinion Service online registration form – you can submit any questions about your diagnosis, expected outcomes or treatment, and provide supporting documentation like test results or x-rays. mlcoa will contact you if they need more information.

Register

3) You’ll be assigned a specialist

mlcoa will match your condition to one of their 350+ independent medical specialists. Within 10 business days you’ll be sent an email with the name and qualifications of your assigned specialist. Note that you can’t choose the specialist yourself.

4) You’ll receive a report

The specialist will review your information and, in most cases, call you to discuss your condition. They’ll then send you a written report within 10 business days of registration. Your report is confidential and will only be shared with you. It’s up to you whether you share the advice with your treating doctors and care team.

Most medical conditions are covered. What’s not included:

• any condition where you haven’t consulted a specialist
• acute infections
• acute trauma
• ear, nose, throat or chest infections
• joint conditions requiring arthroscopy
• obstetric conditions
• mental health conditions
• dental problems
• cosmetic consultations
• conditions which need screening or surveillance tests or procedures
• conditions for which you’re currently in hospital.

The report and this service may not be used for medico-legal cases.

Medical information you should provide

The amount of medical information you share with the specialist is up to you. The more detailed information you can provide, the better the specialist will be able to address your concerns.

You can ask questions or share supporting information like a specialist report, x-ray, or pathology test result.

Information shared with HCF

mlcoa won’t share any medical or personal health information about you with HCF. The use of the Second Opinion service doesn't affect what you're covered for or the premiums you pay.

To register for the service, mlcoa will need to inform HCF so we can check that you’re eligible. With your consent, mlcoa will send HCF your name, date of birth and HCF membership details. This will also allow mlcoa to bill HCF for the service.

Your privacy

mlcoa uses a secure web form when you register. They also provide a secure electronic method for you to share your supporting information.

Your information will be securely stored by mlcoa and treated as a medical record in accordance with relevant laws and regulations. Any information you share is only between you and mlcoa. It is not stored or sent outside of Australia.

The personal information (including health and other sensitive information) you provide is used by mlcoa and other service providers (appointed by mlcoa) only for the purpose of delivering the service.

Only with your consent will mlcoa share:

• customer service feedback with HCF
• your personal information (including health and other sensitive information) to your treating doctors and care team.

For more information about how mlcoa or HCF collect, use, disclose, hold, secure and handle your personal information, see the HCF Privacy Policy and mlcoa Privacy Policy.

If you wish to make a complaint, please email mlcoa at hcf@mlcoa.com.au or call 1300 205 438. mlcoa will attempt to resolve the issue and will only share your complaint with HCF if you provide consent. HCF may also receive de-identified information about the nature of the complaint.

If you have questions about the Second Opinion service you can email us at 2ndOpinion@hcf.com.au or call 13 13 34.

^* Members with Accident Only cover, Extras Only cover, Ambulance Only cover or Overseas Visitors cover are not eligible. Members of RT Health and Transport Health belong to the HCF Group of companies and are eligible for this service if they have held a hospital policy for at least 12 months.