Can I correct a mistake on my certificate?

Making the edits yourself is not an option. The Prime Medic support team must make a formal correction after you have reviewed the request. The digital signature is invalidated if you tamper with the file so that verification checks may return a negative result.

Will I receive a new copy?

Of course. When the adjustment has been authorised and carried out, a new PDF document will be created and sent to your email (or put in your dashboard). The old, incorrect copy is to be discarded.

How long is the correction going to take?

The processing time for corrections to administrative sections (such as names) is typically 24 working hours. If a doctor's approval is required for clinical corrections, the timing depends on the doctor's schedule.

Can I change the dates if my mistake was in making the booking?

If the date you booked is not the one you intended, please inform the doctor during the consultation. Matters become complicated if you change dates only after the certificate has been issued. Therefore, a new consultation with the doctor will be needed to align the medical assessment with the latest dates.

Common Errors on Medical Certificates

Introduction

Obtaining a medical certificate is generally beneficial, as it provides documentation supporting your recovery. Even minor errors, such as a misspelt name or incorrect date, can raise concerns about the document's validity. The question arises: Will my employer accept it? Is it still valid?

Even though computer systems are highly reliable, human error can still occur during data entry or booking. A medical certificate is a formal document that must be accurate to fulfil its purpose.

First, this article outlines common mistakes found on certificates. Secondly, it explains why you should never try to "fix" the document yourself, and lastly, it outlines the proper way to request an official correction from Prime Medic.

A corrected certificate has the same legal effect as the original. Visit our Digital Signatures and Verification page to learn how we guarantee the authenticity of our documents.

Most Frequent Mistakes in Telehealth Medical Certificates

98% of errors in telehealth certificates are due to information provided during the booking process. The certificate is issued directly by the automated system, which reads data from your patient profile. If someone makes a typo in the profile, the document will reflect it as well.

Common Mistakes:

Name Errors: A classic example is misreading the p in "ae" as an h, such as "John" written as "Jonh."
Date of Birth Incorrect: The error typically occurs when the user selects the wrong year in the calendar picker.
Middle Name Absence: Some types of identification require the full name of the person, including the middle name, and if you only type in your first name, the latter might be missing.
Address Incorrect: The document will display the previous address if you have not updated your profile.

Please note: a disagreement over the rest duration is not a mistake; it is a doctor's decision (e.g., you requested 2 days, but the doctor approved only 1).

Employers are very strict about these details. If you want to understand what they are looking for, read our guide on who can validate an online medical certificate.

What to do if you notice an error

Upon discovering an error, you must not try to edit the PDF file. Modifying a medical document, even to correct a mistake, may invalidate the digital signature and affect its authenticity.

What to Do Next

Verify Your Profile Details: Log in to your Prime Medic account and ensure your profile details, such as your name, are accurate.
Reach Out to Support: In the portal, I use the "Contact Us" or "Help" feature and get in touch right away.
Upload Supporting Document: For a name correction, you will be requested to submit a Driver's License or Medicare card photo to authenticate the correct spelling.

Want to talk to us? There are many ways to contact the Help Centre. During this operation, your information is under lock and key check out the privacy statement.

Medical Certificate Correction Policy

Prime Medic is committed to a strict system that upholds the legal status of its papers.

Administrative Editing (Typos)

If the mistake is administrative (e.g., a misspelled name or an incorrect gender marker), the support team will likely review your ID and send the corrected document without requiring a new consultation.

Clinical Editing (Dates & Advice)

If the mistake is about the days of unfitness or the medical advice:

Customer service representatives do not have the authority to make such changes.
The request must be sent to the doctor for examination.
If the doctor admits to being a bit careless with their paperwork, they will correct it.
If the date needs to be adjusted due to ongoing illness, a new consultation will be required to reassess your condition.

The process for obtaining a reissue when a document is missing is slightly different. Check out the Lost Certificate? Secure Re-issue Process for more info.

Privacy and Security During Correction

An audit trail is created every time a certificate is changed.

Version Control: The system notes that "Certificate A" has been withdrawn and "Certificate B" has been issued as a replacement, due to a name correction.
Verification Updates: To prevent dual use, the online authentication key for the previous certificate may be discontinued.
Data Safety: Before making any changes, we verify your identity to prevent unauthorised access to your identification documents or records.

Corrections are carried out in accordance with applicable privacy and health regulations to ensure data protection and legal compliance. Find out more in Data Privacy and Access Rights and Privacy Policy.

How to Keep Your Certificate Free from Errors

The quickest way to obtain a correct certificate is to ensure your data is complete and accurate before the consultation.

Pre-Consultation Checklist

Update Your Profile: Verify that your name exactly matches your ID before booking.
Confirm Time Zones: If you're travelling, ensure your device's time zone matches the appointment time zone to avoid incorrect "Date of Issue" entries.
Verify your email address: Ensure there are no typos to receive the certificate immediately.

You have the right to control who can access your personal health information, within legal frameworks. View our Record-Keeping and Patient Control guide to learn how to manage it.