Frequently asked questions

At SmartHealth, we go to great lengths to maintain our customer's privacy. When you purchase a pathology request we collect only the minimum information required to process the tests.

SmartHealth pathology requests are coded for privacy, so even the collection centre staff will not know what particular tests will be conducted with the samples they are collecting.

Collection centre staff see many people every day for a broad range of tests, and your experience will be no different to any other visitor.

To further protect your privacy, your credit card statement line item will display an alias of SmartHealth.

To be eligible for a Medicare rebate pathology requests must be issued as a result of a face to face consultation with a doctor. SmartHealth is an eHealthcare initiative based on convenience and privacy and currently eHeathcare initiatives such as SmartHealth are not covered by Medicare.

If possible, it's best to make your visit to the collection centre mid-morning or later. Our collection centres are testing people for all sorts of reasons and some of these tests require fasting overnight, meaning that these people will usually be prioritised in the mornings.

When visiting the collection centre, it's also advisable to arrive at least 30 minutes before closing time to ensure you will be seen.

SmartHealth Prepaid Pathology Requests are honoured at Sonic Healthcare collection centres throughout Australia.

• Barratt & Smith Pathology
• Capital Pathology
• Clinipath Pathology
• Clinpath Pathology
• Douglass Hanly Moir Pathology
• Hobart Pathology
• Launceston Pathology
• Melbourne Pathology
• North West Pathology
• Southern.IML Pathology
• Sullivan Nicolaides Pathology

Click here to locate a collection centre near you.

Collection of your blood and/or urine sample will generally take no longer than 10 minutes. Please allow extra time if the centre is busier than usual. 

No preparation is required. All you need to do is print your SmartHealth pathology request form and visit a collection centre to give blood and or urine samples.

Click here to locate your nearest pathology collection centre.

If your pathology request form says a urine sample is required, we do recommend you hold off from visiting the bathroom for one hour prior to arriving at the collection centre.

Click here to see where a urine sample will be noted on your test.

You do not need to fast before the test.

No, only a blood and/or urine sample is required for a SmartHealth test. No physical exam is necessary.

Once tests have been processed and results are available, customers will be notified discreetly by SMS. Please ensure your mobile phone settings reflect your message security preferences.

If your results are 'normal' (negative for the presence of the STIs tested for), you’ll receive a SMS similar to this:

'PLEASE DO NOT REPLY TO THIS MESSAGE: Good news, your recent test results are available. To view your results, please click the link below - you will need the 4 digit PIN found on the top right corner of the invoice you received with your purchase. Questions? 1800 900 430. Thank you, SmartHealth.'

Click here to see where your PIN is noted on the SmartHealth invoice.

Abnormal results (samples that have tested positive for a particular infection) are required to be delivered by a medical practitioner. During the checkout process, customers are required to nominate a medical clinic for their results to be sent to in the event that they have either an abnormal or inconclusive outcome or if there has been a sample collection issue. SmartHealth partners with medical clinics throughout Australia for this purpose.

For abnormal or inconclusive results, (samples that have tested positive or inconclusive for a particular infection) you’ll receive a SMS similar to this:

'PLEASE DO NOT REPLY TO THIS MESSAGE: Your recent test results are now available. A doctor at your nominated clinic will review your results within 2 business days. Please contact them to arrange an appointment after this time. Thank you, SmartHealth.'

Click here to see where your nominated doctor / clinic is noted on the SmartHealth invoice.

Test results are available within two business days of visiting a collection centre. In circumstances where abnormal results require confirmation testing there can be a delay. If the result is inconclusive, recollection may be required.

Your nominated clinic can be found on the bottom left hand corner of your SmartHealth tax invoice.

Click here to see an example.

We take your privacy seriously and go to great lengths to ensure our processes are as discreet and confidential as possible. All communication regarding your tests is undertaken with discretion in mind. 

SmartHealth results notification is sent to your nominated mobile number by SMS and we make a point of not collecting our customers' unless necessary.

If there is a collection or testing issue, or if there is a problem processing your pathology request, our lab will contact you on the mobile number you have provided. If you are unable to answer the call, the staff member will only leave a generalised message asking you to return their call - they will never specify the nature of the tests you have requested.

Should your results be abnormal your nominated clinic will make contact with you via the mobile number you have provided. If a clinic contacts you regarding your results and is unable to reach you, they will only leave a generalised message asking you to contact them - they will never specify the nature or status of your results.

At SmartHealth, we are here to help and are always happy to hear from you.

If there is a question you need answered that isn't addressed in our FAQs section, then please call or send us an email. We take your questions, comments, concerns and feedback very seriously.

Phone: Toll Free - 1800 900 430

Email: contact@smarthealthpathology.com.au

Hours: Monday - Friday, 9:00am - 5:00pm AEDT

SmartHealth Prepaid Pathology Requests are honoured at all Sonic Healthcare collection centres throughout Australia.

• Barratt & Smith Pathology
• Capital Pathology 
• Clinipath Pathology (WA)
• Clinpath Pathology (SA)
• Douglass Hanly Moir Pathology
• Hobart Pathology
• Launceston Pathology
• Melbourne Pathology
• North West Pathology
• Southern.IML Pathology
• Sullivan Nicolaides Pathology

Click here to locate a collection centre near you.

If you have a sense of general un-wellness or symptoms such as genital, oral or anal sores, rashes, lumps, itching, unusual discharge or bleeding, discomfort when urinating or lower pain we suggest that you stop engaging in sexual activity and see a doctor as soon as possible.

Click here to read more about STI symptoms.

Bacterial STIs such as Chlamydia, Gonorrhoea and Syphilis are often easily curable with a course of antibiotics. Unfortunately, they can be caught again. Regular testing is essential.

If you have a STI it's important that your past sexual partners be notified. The purpose of notification is to get people tested and to help stop further spread of STIs.

When it comes to notifying past sexual partners, you can tell them yourself, have your healthcare provider tell them for you or you can use a confidential SMS notification service such as Let Them Know.

Both your healthcare provider and a service such as Let Them Know allow you to anonymously notify past partners that they may have a STI and that they should be tested.

Our STI panels do not include Herpes 1 and 2, and Monkey Pox (Mpox). If you have genital, oral or anal symptoms such as sores, rashes, lumps, itching, unusual discharge or bleeding, discomfort when urinating, lower pain or a sense of general un-wellness, it is important that you stop engaging in sexual activity and see a doctor as soon as possible.

We take your privacy seriously and go to great lengths to ensure our processes are as discreet and confidential as possible.

When you purchase a STI test through SmartHealth, your credit card line item will appear as an alias of SmartHealth.

Similarly, the invoice you receive will be from SmartHealth, and makes no mention of the specific tests that have been ordered.

Click here to view a copy of a SmartHealth invoice.

SmartHealth uses tests that require a single blood or urine sample to screen for STIs, the same tests that a doctor would order if you were showing no symptoms and wanted to have a STI/STD check.

If you believe you have STI symptoms, we suggest you see a doctor. Click here to read more about STI symptoms.

Specifically, the tests used by SmartHealth are as follows:

• Chlamydia - Polymerase Chain Reaction (PCR)
• Gonorrhoea - Polymerase Chain Reaction (PCR)
• HIV 1/2 Serology - Surface Antibodies/Antigen (sAb)/(sAg)
• Syphilis - Surface Antibodies (sAb)
• Hepatitis B - Surface Antigen (sAg)
• Hepatitis C - Surface Antibodies (sAb)

• Pathology Tests explained

• Australian STI Management Guidelines for use in Primary Care

• Australian sexually transmitted infection (STI) management guidelines for use in primary care 2022 update

• Australasian Society for HIV, Viral Hepatitis and Sexual Health Medicine

• Australasian Sexual Health Alliance