How Abby remembers you — continuity of care

Abby is a continuity-of-care clinic, not a transactional telehealth service. When you see an Abby clinician, your history — past consultations, medications, referrals, pathology, and relevant context — is available to them through Abby's secure medical record. 71% of Abby patients rebook with the same doctor. If a different Abby clinician sees you, they pick up where the last one left off, with your full record. The care network acts as one clinic.

Why continuity matters

Continuity of care is the quiet backbone of safe primary care. A clinician who knows your history makes better decisions. They spot patterns. They ask better questions. They notice when something is different. Decades of primary-care research show that continuity of care is associated with fewer avoidable hospitalisations, better chronic disease outcomes, and higher patient satisfaction.

The problem with the "episode-at-a-time" model of telehealth is that it strips continuity out. Each visit starts from scratch. Every clinician is meeting you for the first time. Important context lives in your head or not at all. That model saves you a drive, but it loses something essential.

Abby is built the opposite way — to restore continuity, not replace it.

What Abby remembers

Your record in Abby includes:

Your consultation history. Dates, reasons for visit, the clinician you saw, and the clinical notes from each appointment.

Your medications. Current prescriptions, previous prescriptions, changes, side effects noted in past consults, and known allergies.

Your pathology and imaging results. Any tests ordered through Abby and the results as they come back from the lab.

Your referrals. Mental Health Care Plans, specialist referrals, allied health referrals, and the status of each.

Relevant health context. Chronic conditions, vaccinations, smoking or alcohol history where relevant, family history where relevant to current care.

Your preferences. Preferred pharmacy, preferred clinician, and anything you've flagged as important to your care.

This is the same information a long-term family GP would keep. Held securely. Used only by clinicians in your care.

How "the same doctor" works

When you book at Abby, you can choose a Specialist GP or Nurse Practitioner you've seen before. Many patients do — 71% rebook with the same doctor. This is what continuity looks like at scale: a large, trusted network of clinicians, each with a roster of patients who choose to return.

If your preferred clinician is not available when you need an appointment, another Abby clinician can see you — with your full record. Nothing is lost. No re-explaining is needed. That is the point of the care network.

How Abby AI supports continuity

Abby AI, our medical AI, is a decision-support tool used by our clinicians. Before each consultation, it prepares a summary of what is relevant in your record — your current medications, recent results, previous concerns, anything that might matter for today's visit. This helps your clinician start the consultation informed, rather than spending the first five minutes reading.

Abby AI never diagnoses, prescribes, or replaces clinician judgment. It supports the clinician. It makes the 10-minute consultation feel like the 40-minute consultation it would need to be without AI. See what Abby AI is — decision support explained for the detail.

How this changes the patient experience

The surface-level difference is small. You book, you join, the clinician greets you. The difference is in what the clinician already knows. They know what you came in for last time. They know the medication did or didn't work. They know the pathology result. You don't start over.

Patients tell us this is the thing that feels most like the family practice they grew up with — and most unlike the episode-at-a-time experience they have tried elsewhere. It is not the app. It is the memory.

Your data and your control

Your Abby medical record is stored in Australia, encrypted, and only accessible to clinicians directly involved in your care. You can request a copy of your record at any time. You can withdraw consent for specific access. You can ask for a summary to be sent to another practice. See our privacy policy for the detail.

Continuity outside Abby

If you have a regular in-person GP and use Abby for specific needs — an after-hours consult, a repeat prescription when your GP is away, a mental health concern you'd rather discuss online — your Abby clinician can share a consultation summary with your in-person GP on request. Continuity of care should span practices, not just clinics within one company.

Frequently asked questions

What if I don't want the same clinician every time?

You don't have to choose the same clinician. Every Abby clinician can see your full record. Continuity is about the information following you, not about any single person.

Does my Abby record include my old in-person GP's notes?

Not automatically. If you'd like your existing records transferred, your Abby clinician can help request a summary from your previous GP.

Can I delete my Abby record?

Medical records in Australia must be kept for a minimum period by law (typically seven years after the last consultation, longer for some groups). Within those rules, you have control over who accesses your record and can request a full copy at any time.

How is my record kept secure?

Abby records are stored in Australia, encrypted, and access-controlled. Only clinicians involved in your care can see your notes. Administrative staff do not see clinical records.

Does Abby share my record with Medicare or the government?

Abby submits the minimum information required to process Medicare claims — the same as any clinic. Your detailed clinical notes remain confidential between you and your clinicians.

Find Comfort. Abby Health. Care that understands you.