How Telehealth Consultations Work

Telehealth might seem unfamiliar if you've never used it. But it's straightforward once you know what to expect. Here's a complete walkthrough of how online doctor consultations work.

Before Your Consultation

Step 1: Choose a Service

Select a telehealth provider that offers what you need — whether that's medical certificates, prescriptions, or general consultations. Check:

• Services offered
• Pricing
• Operating hours
• Whether it suits your situation

Step 2: Create an Account

You'll typically need to provide:

• Your name and contact details
• Date of birth
• Medicare details (if you have them)
• Emergency contact

Step 3: Submit Your Request

Describe what you need help with. Be specific about:

• Your symptoms (what, when, how severe)
• What you're hoping for (certificate, prescription, advice)
• Relevant medical history
• Current medications
• Allergies

During Your Consultation

How You'll Connect

Depending on the service and your needs, consultation happens via:

• Video call — face-to-face via your phone or computer
• Phone call — voice only
• Asynchronous messaging — you submit information, doctor responds
• Live chat — real-time text conversation

What the Doctor Does

The doctor will:

• Review the information you've provided
• Ask clarifying questions
• Assess whether telehealth is appropriate for your situation
• Provide medical advice
• Issue certificates, prescriptions, or referrals if appropriate
• Recommend in-person care if needed

What You Should Do

• Be honest and thorough about your symptoms
• Ask questions if you don't understand something
• Mention any concerns you have
• Confirm you understand any instructions given

After Your Consultation

Receiving Your Documents

If the doctor issues anything, you'll typically receive:

• Medical certificates — emailed as PDF or accessible in the app
• Prescriptions — sent as eScript via SMS to your phone
• Referrals — emailed or sent electronically to the specialist
• Consultation summary — for your records

What to Do Next

• Save or print certificates for your employer
• Take eScript to any pharmacy to collect medication
• Follow any advice given by the doctor
• Attend follow-up if recommended
• Contact the service if you have concerns

What Telehealth Can't Do

Be aware of telehealth's limitations:

• Can't physically examine you
• Can't run blood tests or imaging
• Can't prescribe all medications
• Isn't suitable for emergencies
• May not suit complex ongoing conditions