Question 1

How does Medly protect patient data?

Accepted Answer

Medly encrypts data in transit and at rest, and restricts access to authorised users only. Access is logged for audit, and encryption keys are managed and rotated.

Question 2

Where is data stored?

Accepted Answer

Your data is stored in Sydney, Australia. We chose that region deliberately so New Zealand health information stays close to home rather than travelling further afield. Speech recognition and the voice reply are handled by specialist providers outside Australasia, and we list every one of them in our Privacy Policy.

Question 3

Is data isolated by practice?

Accepted Answer

Yes. Clinics can only access information for patients who book with them. Tenant controls and audit logging help prevent cross-practice access.

Question 4

What if there's a security incident?

Accepted Answer

Medly follows an incident response process and will notify impacted clinics as soon as practicable with what happened, what data may be involved, what we've done, and recommended next steps.

Question 5

What does Medly share with my practice?

Accepted Answer

A structured summary to help your team prepare for the patient's visit — enough context to understand why they're coming in and how to prioritise them.

Question 6

What doesn't Medly share by default?

Accepted Answer

We only share what's needed for care. Anything beyond the visit summary requires explicit consent.

Question 7

How do providers access patient summaries?

Accepted Answer

Patient summaries are available in the Medly provider dashboard. MFA can be required for your clinic.

Question 8

Do patients stay in control of their data?

Accepted Answer

Yes. Patients can request access to the information Medly holds about them, including what was shared with a provider, in line with NZ privacy requirements.

Question 9

Who is responsible for what?

Accepted Answer

Medly secures the platform (encryption, access controls, audit logs, incident response). Your practice controls staff access, device security, and what you store in your PMS.

Question 10

What third parties does Medly use?

Accepted Answer

Storage and sign-in run on Supabase, hosted in Sydney, Australia. A voice conversation also passes through Deepgram (turning speech into text), Anthropic (understanding what you asked) and ElevenLabs (speaking the reply) — these process overseas. Each is named in our Privacy Policy along with what it receives.

Question 11

Is Medly a doctor?

Accepted Answer

No. Medly does not diagnose medical conditions. It helps collect symptoms and guide you to the right next step, including urgent advice when something sounds serious.

Question 12

What information does Medly collect?

Accepted Answer

Only what's needed to help you get care. This can include your symptoms, how long they've been happening, any red-flag signs, and practical details needed to make a booking (like your contact details and location).

Question 13

Does Medly record my voice?

Accepted Answer

If you use voice, Medly may process your voice to understand what you're saying. If we store a recording, we'll tell you clearly and you'll have a choice where possible.

Question 14

What does Medly share with a clinic?

Accepted Answer

If you choose to book, Medly shares a structured summary to help the provider understand your reason for visit and prioritise you appropriately. This includes key details from your conversation and your booking information.

Question 15

Does Medly share my information with other clinics?

Accepted Answer

No. Your information is shared only with the provider you book with, unless you explicitly ask to share it elsewhere.

Question 16

Does Medly sell my data?

Accepted Answer

No.

Question 17

Can I choose what I share?

Accepted Answer

Yes. Medly uses consent checkpoints for sensitive questions, and you can skip some questions. Skipping can limit how well we can route you, but you stay in control.

Question 18

Can I ask Medly to delete my data?

Accepted Answer

Yes. You can request deletion, and we'll action it unless we're required to keep specific information for safety, legal, or audit reasons (we'll tell you if that applies).

Question 19

Can I see what Medly has about me?

Accepted Answer

Yes. You can request a copy of your information and what was shared with a provider.

Question 20

How does Medly keep my information safe?

Accepted Answer

We use encryption and strict access controls. Access is restricted to authorised staff and systems, and important actions are logged for audit.

Question 21

Where is my information stored?

Accepted Answer

In Sydney, Australia. We picked that region on purpose, to keep New Zealand health information close to home. Some parts of a voice conversation are processed by specialist providers overseas — our Privacy Policy names each one and explains what they receive.

Question 22

What should I do in an emergency?

Accepted Answer

If you think it's an emergency, call 111 immediately. Medly will also tell you to seek urgent help if your answers suggest serious risk.

Question 23

How does Medly work?

Accepted Answer

Medly has two parts. The first helps you find care: describe your symptoms by voice or text, and Medly assesses how urgent your situation might be and helps connect you with the right type of care — whether that's a GP, urgent care, or emergency services. If you choose to book, a summary is shared with your provider so they know what to expect.

The second helps you follow through afterwards. The Medly care coordination app keeps visits, next steps, medications and paperwork in one place between appointments, and offers a clear next move when something falls through — a booking you couldn't get, or a referral that has gone quiet. It's available now at app.medly.nz.

Question 24

Is Medly free to use?

Accepted Answer

Yes. Medly is free for patients. You can check symptoms and get connected to care without paying to use the service. Practices pay a subscription; you never do.

Question 25

Is Medly available worldwide?

Accepted Answer

Medly is currently rolling out in New Zealand. We're launching in stages to make sure the experience is safe and reliable. If it's not live in your area yet, it's coming soon.

Question 26

Is Medly legitimate?

Accepted Answer

Yes. Medly is a real health service designed to help you understand your symptoms and connect you to care. It's built with clinical safety in mind and works with real healthcare providers. It does not replace a doctor, but it helps you get to the right one faster.

Question 27

How can I join?

Accepted Answer

You can join by signing up through our website. If Medly isn't fully available in your area yet, you'll be added to the waitlist and notified as soon as you can start using it.

Question 28

How can I contact Medly?

Accepted Answer

You can reach our support team through the contact form on our website. We're here to help with any questions or issues.

Question 29

Who built Medly?

Accepted Answer

Medly is built by a team focused on improving access to healthcare, especially for communities that face barriers to getting timely care. We work closely with clinicians, cultural advisors, and technologists.

Question 30

What languages does Medly support?

Accepted Answer

Medly is designed to support multiple languages, including te reo Māori and other community languages over time. We're actively expanding language support to better serve diverse communities.

Question 31

Does Medly support NZ privacy requirements?

Accepted Answer

Medly is designed to support good practice under the Privacy Act 2020 and the Health Information Privacy Code, including consent checkpoints, access controls, and access request support. When information is written into your PMS, your practice remains responsible for your clinical record.

Question 32

Is Medly a medical device?

Accepted Answer

Medly helps you find the right care — it does not provide diagnoses. It's designed with clinical governance and safety in mind.

Question 33

What is the Medly care coordination app?

Accepted Answer

It's the part of Medly for after you've got care. You keep a child's visits, next steps, medications and paperwork in one place, so the thread stays clear between appointments — and when something falls through, Medly offers a next move rather than repeating the same reminder. It's available now at app.medly.nz.

Question 34

Does the care coordination app cost anything?

Accepted Answer

No. The care coordination app is free to use, and there's no password to remember — you sign in with a six-digit code sent to your email, or with your Google account.

Question 35

Can I use it for more than one child?

Accepted Answer

Yes. Each child has their own timeline, plan and reminders, so nothing gets mixed up between them.

Question 36

What happens if a booking or referral falls through?

Accepted Answer

Tell Medly what got in the way — no appointments available, cost, lost paperwork, or nobody calling you back — and it suggests a next move instead of nagging you with the same reminder. A step that has stalled stays visible until it's sorted, rather than quietly slipping off the bottom of a list.

Question 37

Do I need an account?

Accepted Answer

For the care coordination app, yes — so your information is only visible to you. Signing in takes a six-digit code sent to your email, or your Google account. There's no password to create or remember.

Question 38

Can I use Medly for my child or someone I care for?

Accepted Answer

Yes — that's what it's built for. Parents and caregivers can keep track of care on behalf of a child or someone they support. If you're under 16, please use Medly with a parent or caregiver.

Question 39

Can I type instead of speaking?

Accepted Answer

Yes. You can describe things by voice or by typing, whichever suits you — useful in a noisy room, somewhere you'd rather not be overheard, or if speaking is difficult.

Question 40

What if Medly misunderstands me?

Accepted Answer

Speech recognition can mishear — background noise, an unfamiliar accent, or an unusual name or medication all make it harder. Medly repeats back what it understood before anything is booked, so you can correct it. If something still looks wrong, contact the practice directly.

Question 41

Where can I read your privacy policy and terms?

Accepted Answer

Our Privacy Policy is at medly.nz/privacy and our Terms of Use at medly.nz/terms. The care coordination app has its own at app.medly.nz/privacy and app.medly.nz/terms, because it handles different information.

Question 42

Does Medly work with our practice management system?

Accepted Answer

Tell us which system you use and we'll confirm what's involved. We're working with a small group of founding practices precisely so integration is shaped around real setups rather than assumed. Get in touch and we'll talk specifics.

Question 43

What does Medly cost a practice?

Accepted Answer

For general practice, Medly costs $1 + GST per enrolled patient per month — based on your enrolled population rather than how many patients use the app. Practices without an enrolled register are priced per clinician instead. Get in touch and we'll work it through against your numbers.

Question 44

We're not a GP practice — how does pricing work for us?

Accepted Answer

Enrolled-patient pricing only makes sense where there's an enrolled register, so private specialists, physio, dental, urgent care and telehealth are priced per clinician per month instead. Tell us how many clinicians you'd want set up and we'll come back with a rate.

Question 45

What does joining as a founding practice involve?

Accepted Answer

We're looking for five founding practices to shape how Medly works in real clinics — what gets shared, how it fits your workflow, and what would make it genuinely useful rather than more admin. It's a working relationship, not a pilot you're handed. Founding practices pay the same $1 + GST per enrolled patient per month as everyone else; there's no separate founding rate. What's different is the influence, not the price. Get in touch and we'll walk you through it.

A simple way to find the care you need.

Where Would You Like to Start?

Simple help when you don't feel well.

What would you like to know?

Latest Blog Posts