FAQs about MediStays
What Guests and Referrers ask our team
- General Information
- Booking Accommodation, Fees and Assistance
- Support for Rural and Regional
- Funding and Discounts
- Hospital and Healthcare Referrers
- Hospital Discharge Referrers
- NDIS Referrers
- Participants of the NDIS
- Physical Accessibility
- Special Requirements and Ancillary Services
- Accommodation Providers
General Info About MediStays FAQs
MediStays is a nationwide service connecting Australians and their families with the best accommodation to support a hospital visit or disability-related stay. We make it easier for people on a health journey to focus on their tomorrow.
MediStays Care Navigators provide comprehensive support for Australian patients, carers and healthcare professionals. With an in-depth understanding of property features and access to MediStays lowest rates, our Care Navigators support people on a health journey to access trusted accommodation when they need it most.
If you are interested in becoming a Care Navigator yourself, please see our Careers Page for current opening.
The MediStays head office is based in Melbourne, Victoria. Our team live in metropolitan Melbourne, country Victoria and Queensland.
Yes, MediStays is 100% Australian owned and operated. You can read more about our story and supporters here.
Booking Accommodation, Fees and Assistance FAQs
If you are a patient or carer, our Care Navigators will support you to book trusted accommodation near hospitals. We recommend the best places to stay for your individual needs, whether you need somewhere accessible, accommodation with cooking facilities, car-parking or within walking distance to the hospital. We also ensure you book with MediStays lowest rates and know about extra financial assistance.
Everyone travelling for health or medical care is eligible to book accommodation through MediStays. There are no eligibility criteria; we support patients, their families, loved ones and carers to book trusted accommodation.
Yes, our Australian based Care Navigators are available Monday – Friday, 9:00am to 5:00pm (AEST) and would be delighted to assist you. They can be contacted by phone 1300 085 036 or email contact@medistays.com.au. For assistance to book accommodation, please submit a Booking Assistance form.
No, you can book directly on our website or contact our Care Navigators for assistance.
There are no fees charged by MediStays for bookings made on our website. There is a credit card fee charged by Stripe – you can find out more here.
Support for Rural and Regional Australians FAQs
MediStays does not provide transport. However our wonderful partners at Angel Flight support country patients and carers with free flights and ground transport in Queensland, New South Wales and Victoria.
Most Australians travelling long distances (e.g. more than 100km) for medical care are eligible to claim accommodation and travel subsidies. This is referred to as the Patient Assisted Travel Scheme (PATS).
PATS has a different name depending on which State or Territory you live in. PATS rebates start at around $45/night for accommodation, up to more than $170/night, depending on where you are travelling. When you submit a MediStays enquiry form, if you choose to provide your postcode, we will email you a link to the relevant PATS department in your State or Territory.
Knowing where you are travelling from and to can help MediStays Care Navigators link you with financial subsidy information.
MediStays Packing Checklist provides a helpful list to assist you prepare for your journey. You can also download and print the list to make your packing easier.
Funding and Discounts FAQs
MediStays partners with accommodation providers nationwide and negotiate discounted rates on your behalf. Although we are unable to advertise these rates on our website, if you are staying 7+ nights, please submit a request for Long Stay Rates or call our Care Navigators.
Yes, everyone booking accommodation with MediStays is eligible for discounted rates. Our public rates are shown on the MediStays website. These provide you with an instant booking and are often discounted. Our private rates with major discounts are available on request via this form or call our office to book on 1300 085 036.
No, MediStays supports everyone needing accommodation for health or medical reasons.
MediStays provides discounted rates for your accommodation booking. We also support extra funding support from other organisations. This may include subsidies for country and interstate patients (e.g. PATS, PTSS, PTAS), or funding from the NDIS and charitable donations. Please contact our Care Navigators for further information.
MediStays partner with accommodation providers nationwide and negotiate discounted rates on your behalf. Although we are unable to advertise these rates on our website, if you are staying 7+ nights, please submit a request for Long Stay Rates or call our Care Navigators.
Yes, MediStays are delighted to bulk-bill stays approved by the Queensland PTSS to reduce the financial impact of your hospital visit. Please connect us with your local PTSS office to arrange approval.
Yes, MediStays are delighted to bulk-bill stays approved by the Tasmanian PTAS to reduce the financial impact of your hospital visit. Please connect us with your local PTAS office in Hobart, Launceston or Bernie to arrange approval.
Yes, MediStays can support with bulk-billing for select stays approved by NSW IPTAAS. You can read more about IPTAAS here and contact our office for assistance.
Unfortunately, VPTAS do not allow pre-approval of accommodation subsidies for Victorian patients and carers. However, MediStays is here to support with you discounted accommodation until your VPTAS submission is approved. Please visit our blog on how to claim VPTAS here.
Yes, MediStays are delighted to bulk-bill stays approved by SA PATS to reduce the financial impact of your hospital visit. Please connect us with your local PATS office to arrange approval.
Yes, MediStays are delighted to bulk-bill stays approved by NT PTAS to reduce the financial impact of your hospital visit. Please connect us with your local PATS office to arrange approval.
Yes, MediStays can bulk-bill some stays approved by ACT PATS to reduce the financial impact of your hospital visit. Please connect us with your PATS office to arrange approval.
Hospital and Healthcare Referrers FAQs
The quickest and easiest way is to complete the two minute Booking Assistance For Staff & Referrers form on our website. Our Care Navigators work on your request and contact you with the best accommodation options for your patient.
Yes, the quickest and easiest way is to complete the two minute Booking Assistance For Staff & Referrers form on our website. Our Care Navigators work on your request and contact you with the best accommodation options.
Yes, we would be delighted to assist. Referrals can be made online via our Booking Assistance For Staff & Referrers form. You can either select ‘liaise with me’ or ‘liaise with my patient’ and our Care Navigators will take care of the rest.
Yes, we would be delighted to assist. Please share this link to our Booking Assistance for Patients and Carers form or share our phone number 1300 085 036. Our Care Navigators will contact your patient directly.
Yes, please ask the approving PTSS office to contact MediStays and our team will take care of the rest.
If you are a healthcare professional, MediStays Care Navigators provide a seamless, free of charge service to support the accommodation needs of your patients. We provide a one-to-one concierge service and our website empowers patients to book independently.
Yes, MediStays is the perfect link for organisations who support patients and carers travelling for medical care. For further information, please submit a Health and Hospitals Partnership enquiry.
We would be delighted to! Please submit a Health and Hospitals Partnership enquiry and we will post information that best supports the needs of your community.
Hospital Discharge Referrers FAQs
No, we can book your accommodation directly. However, we usually work with your hospital team of nurses, doctors and occupational therapists to arrange hospital discharge bookings.
Yes, MediStays hospital discharge program operates nationwide. Please submit your referral to MediStays Discharge Planning Service and an experienced Care Navigator will contact you.
Yes, when you submit your referral to MediStays Discharge Planning Service please tell us your patients care requirements. When the booking is confirmed, we will notify you of security access and onsite procedures for visiting staff.
Yes, when you submit your referral to MediStays Discharge Planning Service please select passive overnight care (if the carer will be sleeping) or active overnight (if the carer will be awake). Our Care Navigators will ensure the property suits the needs of your patient and carer. For example, we will only recommend a two-bedroom apartment or one-bedroom with sofa-bed if carers will be sleeping overnight.
Yes, unlike being a hospital inpatient, MediStays can reunite your patient with their loved ones. Family members are encouraged to stay and be accommodated in most MediStays properties. We support stays for family members in a range of scenarios, including mothers of high risk pregnancies, people living with disabilities through to those receiving end of life care.
This depends on the property and geographical area. In most instances, the property will be private and a fully self-contained, apartment style property with a roll-in hospital style bathroom.
Depending on the accessibility needs of your patient, the bathroom will likely be a hospital-style roll-in bathroom. The furniture may be a combination of standard and custom furnishings, such as a hi-lo bed and pressure mattress. Please share all relevant accessibility information at the time of your MediStays Discharge Planning Service referral.
Yes, MediStays works with a range of hospital and healthcare providers who fund the stay. Please include this on your MediStays Discharge Planning Service referral. When the booking is confirmed, the MediStays accounts department will liaise with your finance team.
NDIS Referrers FAQs
The quickest and easiest way is to complete the two minute NDIS Booking Assistance form on our website. Our Care Navigators will then work on your request and contact you with the best accommodation options for your participant.
Yes, please complete the two minute NDIS Booking Assistance form on our website. Our Care Navigators will then work on your request and contact you with the best accommodation options for your participant.
You can also learn more about STA and STA Respite Packages through our website.
Yes, please complete the two minute NDIS Booking Assistance form on our website. Our Care Navigators will then work on your request and contact you with the best accommodation options for your participant.
No, MediStays only supports short- and medium-term stays. However we do work closely with a range of SDA Providers to assist your participant transition from MTA to SDA.
No, all booking requests must come via a referral to our Care Navigators. The easy way to refer your participant is via our NDIS Booking Assistance form. MediStays will confirm your booking when your participant has signed our signed service agreement and funding availability is confirmed.
Yes, MediStays can support same day bookings. The quickest way is to submit a NDIS Booking Assistance form on our website. Our Care Navigator will prioritise your request and contact you to discuss the best accommodation options.
Yes, MediStays offers a broad range of fully-wheelchair accessible accommodation options nationwide. Simply submit a NDIS Booking Assistance form on our website.
Learn more about our:
In accordance with the NDIS Price Guide, MediStays requires your participant to sign the agreement themselves. For exceptions, please contact our Care Navigators for assistance.
In general, MediStays requires all NDIS funded bookings to have a signed Service Agreement. This protects your participant and enables MediStays to invoice in accordance with the NDIS Price Guide.
Yes, please make this request and include and dietary requirements in the comment section of your enquiry form.
Participants of the NDIS FAQs
Yes, please submit a NDIS Booking Assistance form – our Care Navigators will be delighted to assist.
You can also read about STA Respite Packages here.
STA is funded from your core supports. Up to 28 nights of STA funding can usually be accessed flexibly every year. STA does not need to be a stated item.
In accordance with the NDIS Price Guide, typically STA is “used for short periods of up to 14 days at a time (exceptions may be made)”. If you wish to book a continuous stay of more than 14 nights, please provide written approval from the NDIA, or contact our Care Navigators to discuss.
STA is generally limited to 28 nights per 12 month period (exceptions may be made). If you wish to book more than 28 nights, please provide written approval from the NDIA, or contact our Care Navigators to discuss.
Yes, MediStays provides full flexibility for your informal supports to stay with you. Unlike many STA providers, MediStays do not lock you into accommodation with our carers.
If you require formal support workers, you have full flexibility and independence to arrange this yourself or with the assistance of your Support Co-ordinator.
Yes, MediStays gives you full flexibility to stay with your trusted supports. This gives you peace of mind during your stay, especially when your supports know you and understand your individual needs.
Yes, in most cases MediStays can support stays for your informal supports. Any additional guests must be approved beforehand.
Yes, please submit a NDIS Booking Assistance form – our Care Navigators will be delighted to assist.
Funding for NDIS MTA is approved by the NDIA at your plan review. It is approved for participants needing bridging accommodation while they wait for long-term housing. Therefore, MTA will likely need to be included as a stated item in your NDIS plan.
In accordance with the NDIS Price Guide, MTA is usually booked for up to 90 nights (exceptions may be made). If you wish to book a longer stay, please provide written approval from the NDIA, or contact our Care Navigators to discuss.
We understand that delays happen, especially if you are waiting for a new SDA build or home renovation. MediStays has no maximum limit on the number of nights you can stay. However, we will require written approval from the NDIA to extend your booking.
Usually no, however MediStays can only confirm your accommodation booking once your Plan Manager confirms you have funding available.
No, MediStays can support bookings directly from participants of the NDIS.
Usually no, MediStays gives you full flexibility to select your own supports. If you require a recommendation for supports, our Care Navigators can assist. We also have a small selection of properties with onsite carers – please contact us directly for further information.
Yes, many participants book accommodation with MediStays using STA funding. We are here to support you access the best medical and allied health care available.
You can book accommodation on our website if your funding is self-managed and you are paying upfront with a credit card. For all other bookings, please submit a NDIS Booking Assistance form and our Care Navigators will provide you with a quotation and service agreement. We can then invoice your plan manager for supports provided.
Yes, many MediStays accommodation providers accept pets and therapy animals. Please let us know when you submit a NDIS Booking Assistance form.
Physical Accessibility FAQs
MediStays has a broad range of wheelchair accessible accommodation, including self-contained apartments and hotel-style accommodation. These properties are classified as Access 2 for independent wheelchair users staying alone, and Access 3 for wheelchair users staying with carers or supports. The accessible filters on our website include bathroom types, general property access and height adjusted features.
You can learn all about MediStays approach to accessibility here.
MediStays supports guests with a range of mobility needs. This includes easy access accommodation (Access 1) for guests who are elderly, frail or recovering from surgery. Through to Access 3, which offers hospital style bathrooms for guests requiring a wheelchair and hoist.
You can learn all about MediStays approach to accessibility here.
Yes, our accommodation search filters can differentiate between a roll-in shower, walk-in shower, standard shower and shower over bath. You can learn more about our accessible bathroom criteria here.
For more general information, you can read about MediStays approach to accessible accommodation here.
Many of MediStays accessible accommodation properties are bookable directly on our website. For assistance to book, for long stays (7+ night) and bookings funded by the NDIS and hospitals, please fill in an enquiry form and our Care Navigators will assist you.
You can learn more about MediStays approach to accessibility here.
At MediStays, we understand the importance of verified and accurate accessibility features.
This is how MediStays’ service differs from other popular websites. We won’t advertise a property as wheelchair accessible until we have verified each feature.
You can learn all about MediStays approach to accessibility here.
For specific questions relating to your individual mobility needs, please contact our Care Navigators. They have access to a broad range of accessibility information, including door widths.
Yes, it is a legal requirement that all Australian accommodation providers accept registered service animals.
Special Requirements and Ancillary Services FAQs
Yes, many MediStays accommodation providers accept pets and therapy animals. You can search properties on our website using the filter “Pets Allowed” or contact our Care Navigators for assistance.
This usually depends on the property we book for you and your personal requirements. Ancillary services such as meal deliveries are commonly fulfilled requests. Delicious and nutritious lunches and dinners can be arranged additional to your accommodation booking, with the support of our Care Navigators. There is also a section at the end of booking and referral forms to request those extras that make your stay more comfortable and enjoyable.
Accommodation Providers FAQs
At MediStays, we partner with a broad range of accommodation providers, including commercial hotels and apartments. We also partner with charitable lodges and health specific accommodation providers, including NDIS and Aged Care providers.
No, we welcome all property types. If you do offer wheelchair accessible accommodation, we would love to hear from you! Some guests referred to MediStays are permanent wheelchair users, while others are using a wheelchair for a short time after an operation or medical procedure. You can read about our Access criteria here.
For more general information, read about MediStays approach to accessible accommodation here.
Yes, walk-in showers are perfect for many MediStays guests. You can read about our bathroom Access criteria here.
You can learn more about how MediStays approaches accessible accommodation here.
The length of stay for MediStays guests varies depending on the property type and location. In general, people staying near hospitals stay for an average 8 nights. In self-contained apartments, the stay is longer at around 6-8 weeks. In our hospital alternative accommodation, guests often stay for more than 3 months.
MediStays can provide two types of bookings to your property. Guests and their referrers can book your property directly from our website. Our Care Navigators assist patients and carers to book accommodation and may make a booking on their behalf.
A channel manager is ideal for instant confirmation bookings on our website. It also assists our Care Navigators to view live availability to your inventory- saving you a phone call or email. We partner with all major channel managers, including Siteminder and RMS.
This is fine also, you will receive booking enquiries from MediStays, which you can ‘confirm’ if you have availability.
This depends on the type of property you are offering. In general, all property types close to hospitals are bookable by guests using MediStays. In addition, we have a high demand for self-contained apartment style properties with wheelchair accessibility for our hospital discharge program. Further, we also support patients and carers booking respite stays, and these properties can be located in many areas.
Please submit your expression of interest to list a private apartment and we will place your property on our waiting list.
You can also partner with MediStays. MediStays’ point of difference is the specialised requirements of our guests. This includes accommodation features needed to suit both patients and carers. So our content is unique to our community. For example, your property might feature the swimming pool on a leisure OTA, and a roll-in bathroom or proximity to hospital on the MediStays website.
Yes, MediStays works with a growing number of hospitals and departments who refer their patients, carers and families to MediStays. These include major hospitals, like the Royal Children’s Hospital in Melbourne, and government departments including the Better Health Channel (Vic Gov DHHS).
Firstly, please get in touch via our Accommodation Partnerships Form. Our team will be in touch with next steps. This will include confirming details of your property to best secure the most bookings – from basic room types through to detailed accessibility assessments (if your property offers wheelchair accessible inventory).
1300 085 036