Critical Results Policy
Last updated: 30 July 2026
If a blood result comes back significantly out of range, you need a clear answer: who reviews it, who contacts you, and whether an Australian-registered doctor is involved. This page is Hemexa's published answer.
Our promise in plain language
- Registered Australian GPs review your results. A registered Australian medical practitioner engaged by Hemexa reviews pathology requests before collection and reviews returned results for safety. Dr. Juan Stephen is one of the practitioners in this workflow.
- Urgent values are detected automatically. Every finalized panel is checked against deterministic, published thresholds (listed below). The system flags values that need same-day contact or prompt GP follow-up.
- If you need to be contacted, Hemexa calls you. When our process determines you need outreach, a Hemexa team member phones you directly. We collect your contact details at signup so a human can take over when technology alone is not enough.
- Critical results are not left in a PDF. Tier 1 values trigger same-day contact and hold member release until our team confirms you have been reached and knows what was discussed.
This is a safety and coordination process built around preventative blood tracking. It is not emergency care, not a standing telehealth consult, and not a substitute for your own GP. Read our Health Disclaimer for full context.
Who reviews your results?
Hemexa engages registered Australian medical practitioners to review pathology requests and returned results as part of the testing workflow. This review is limited to appropriateness and safety: checking that the panel request is suitable, flagging materially abnormal or critical values, and supporting clinical governance around pathology coordination.
It is not a full medical consultation. It does not replace your GP, specialist, or emergency department for symptoms, diagnosis, treatment, or ongoing care. For interpretation and next steps after any result, your own GP remains the right person to contact.
Who contacts you, and how?
When a result meets our tier 1 (urgent) thresholds, Hemexa's concierge team attempts to reach you by phone the same day. We use the mobile number and other contact details you provide at signup. Keeping those details current is part of how this policy works.
The call is from Hemexa, not an anonymous lab notification. A team member explains that a result needs urgent clinical attention and helps route you toward appropriate care, such as your GP, an after-hours service, or emergency care when warranted.
Tier 2 (prompt) values are flagged for GP follow-up within a few days. Your dashboard and health plan are framed GP-first, and you should book a conversation with your own clinician. Hemexa may still contact you when our internal review determines outreach is appropriate, but tier 2 does not use the same same-day hold as tier 1.
This process does not give you standing access to a Hemexa doctor for general questions. It is targeted safety outreach when defined thresholds are met.
How detection works
- Results return from the lab. Your panel is finalized in Hemexa's systems after NATA-accredited processing.
- Automated classification runs. Deterministic rules compare each safety marker against the thresholds in the tables below. Censored results (for example “<0.1”) are evaluated carefully so we do not miss or over-call a value.
- Practitioner review supports release. A registered Australian GP reviews the panel in the Hemexa workflow before your health plan and member-facing results release, except when tier 1 contact is still outstanding.
- You see results in the member app. Once released, markers appear with ranges, trends, and health-system context. Tier 1 panels stay held until our team records that you were contacted.
Tier 1: same-day contact (urgent)
These thresholds trigger call now classification. Hemexa aims for same-day phone contact. Member results and the health plan stay held until our team confirms you were reached and documents what was discussed. Boundaries are exclusive as written: for example, potassium of exactly 6.0 mmol/L does not fire; 6.01 does.
| Marker | Unit | Fires when |
|---|---|---|
| Potassium | mmol/L | Below 3.0 or above 6.0 |
| Sodium | mmol/L | Below 128 or above 150 |
| Corrected calcium | mmol/L | Below 2.00 or above 2.85 |
| Magnesium | mmol/L | Below 0.50 |
| Fasting glucose | mmol/L | Below 3.0 or above 15 |
| eGFR | mL/min/1.73m² | Below 30 |
| Haemoglobin | g/L | Below 90 or above 190 |
| Platelets | x10⁹/L | Below 80 or above 700 |
| Neutrophils | x10⁹/L | Below 1.2 |
| ALT | U/L | Above 200 |
| AST | U/L | Above 200 |
Bilirubin uses contextual rules rather than a single flat number. Elevated bilirubin with raised liver enzymes, low haemoglobin, or a level above 50 µmol/L can escalate to tier 1. Isolated mild elevations with otherwise normal liver function and haemoglobin may be noted as likely Gilbert's syndrome and do not trigger urgent contact.
Tier 2: see your GP within a few days (prompt)
These thresholds trigger doctor soon classification. Your plan is framed GP-first and results can release on practitioner approval, but you should book a GP conversation within a few days. When a marker breaches both tiers, only the tier 1 finding is reported (for example, fasting glucose above 15 mmol/L is tier 1, not tier 2).
| Marker | Unit | Fires when |
|---|---|---|
| eGFR | mL/min/1.73m² | 30 to 45 inclusive |
| Fasting glucose | mmol/L | 6.1 to 15 inclusive |
| HbA1c | mmol/mol (IFCC) | 48 or above |
| TSH | mIU/L | Below 0.1 or above 10 |
| hs-CRP | mg/L | Above 100 |
| Ferritin | µg/L | Below 15 or above 1000 |
| Total testosterone | nmol/L | Below 6 (male members only) |
| Urine ACR | mg/mmol | Above 30 |
| White cell count (WBC) | x10⁹/L | Below 3.0 or above 15 |
HbA1c is compared in IFCC mmol/mol, the unit Australian labs use as primary reporting. Results reported only in NGSP % are escalated for human review rather than silently converted.
What we need from you
- Accurate contact details, especially a mobile number we can call
- Prompt updates if your phone number or email changes
- Checking your dashboard when results are due, even though we call for tier 1
- Seeking medical care immediately if you feel unwell, have urgent symptoms, or are concerned about your health
- Taking unexpected results to your own GP, especially if you have not been contacted
This is not emergency care
Hemexa is not a real-time monitoring service or an emergency department. We do not guarantee that every abnormal result will be identified, reviewed, escalated, or communicated within any particular timeframe.
If you think you may need urgent medical help, call triple zero (000) immediately or attend the nearest emergency department. Do not wait for Hemexa, a pathology result, a practitioner review, an email, a message, or a return phone call if you feel unwell.
For health advice when you are unsure what to do in Australia, you may contact Healthdirect on 1800 022 222.
Related policies
- Health Disclaimer: how to use Hemexa responsibly
- FAQ: who reviews results and what GP-reviewed means
- Security: how we protect your health data
- Privacy Policy: how we handle personal and health information
Questions
If you have questions about this policy or how Hemexa handles abnormal results, contact:
Hemexa Pty Ltd
Email: hello@hemexa.health
Address: International Tower 3, Level 17/300 Barangaroo Ave, Barangaroo NSW 2000