Telehealth Consultation in Australia: What to Expect

Telehealth has become a permanent part of Australian healthcare. Whether you are managing a chronic condition, need a prescription refill, or simply prefer the convenience of seeing a doctor from home, telehealth consultations offer a practical alternative to traditional clinic visits. This guide explains everything you need to know about using telehealth in Australia.

What Is a Telehealth Consultation?

A telehealth consultation is a medical appointment conducted remotely, typically via video call, phone call, or a structured health questionnaire reviewed by a doctor. The consultation is conducted by an AHPRA-registered medical practitioner, and any prescriptions, certificates, or referrals issued are legally equivalent to those from an in-person visit.

Telehealth expanded significantly in Australia during the COVID-19 pandemic, and Medicare now provides permanent item numbers for many telehealth services. This means some telehealth consultations can be bulk-billed or partially rebated through Medicare.

Types of Telehealth Consultations

Video Consultations

Video consultations are the closest equivalent to a face-to-face visit. You and the doctor can see each other, which allows the doctor to observe visual symptoms such as skin conditions, swelling, or general appearance. Video is preferred for initial consultations and more complex discussions.

Phone Consultations

Phone consultations are suitable for straightforward matters such as discussing test results, renewing stable prescriptions, or brief follow-ups. They are particularly useful for patients with limited internet connectivity or those who find video calls challenging.

Asynchronous (Questionnaire-Based) Consultations

Some telehealth services use a structured questionnaire model. You complete a detailed health form describing your symptoms and needs, and a doctor reviews your information and responds with advice, a prescription, or a certificate. This model is common for straightforward requests like medical certificates and repeat prescriptions.

What Can Be Treated via Telehealth?

Telehealth is effective for a wide range of non-emergency medical needs. The determining factor is whether the doctor can make a clinical assessment without physically examining you.

• Medical certificates for work, university, or Centrelink
• Repeat prescriptions for ongoing medications
• Cold, flu, and respiratory infections
• Urinary tract infections
• Skin conditions, with photos provided
• Mental health consultations, counselling referrals, and mental health care plans
• Allergies and hay fever
• Sexual health consultations and STI testing referrals
• Specialist referrals
• Follow-up appointments after in-person procedures

What Cannot Be Treated via Telehealth

• Conditions requiring physical examination, such as listening to your chest or palpating your abdomen
• Procedures including vaccinations, wound care, skin checks, and minor surgery
• Emergencies including chest pain, severe breathing difficulties, or significant injuries
• Children under 12 months for many presentations
• Workers' compensation assessments that require a physical examination
• Pre-operative clearances for surgery

How to Prepare for Your Telehealth Consultation

A little preparation helps you get the most from your telehealth appointment.

• Find a quiet, private space where you can speak freely about your health
• Ensure your device is charged and your internet connection is stable for video calls
• Have your Medicare card and any concession cards ready
• Write down your symptoms, including when they started and how they have changed
• List all medications you are currently taking, including supplements
• Prepare any questions you want to ask the doctor
• If consulting about a skin condition, take clear, well-lit photos beforehand
• Have your preferred pharmacy details handy if you expect to need a prescription

What Happens During the Consultation

The telehealth consultation follows a similar structure to a traditional GP appointment. The doctor will ask about your symptoms, review your medical history, and discuss your concerns. Based on this assessment, they may provide advice, issue a prescription, write a medical certificate, arrange a referral, or recommend further investigation.

The typical consultation lasts 10 to 20 minutes, depending on the complexity of your concern. Some services for straightforward requests like certificates may be shorter, while mental health consultations or complex discussions may take longer.

Telehealth Costs and Medicare

The cost of a telehealth consultation depends on the provider and the type of service. Options include:

• Bulk-billed consultations through your regular GP or a bulk-billing telehealth provider, which are free with Medicare
• Private telehealth services with set fees, typically ranging from $30 to $80 for a standard consultation
• Medicare rebate-eligible consultations where you pay upfront and claim a partial rebate
• Flat-fee services for specific needs like medical certificates, typically $15 to $40

Privacy and Security

Legitimate telehealth services in Australia are bound by the same privacy laws as traditional medical practices. Your medical information is protected under the Privacy Act 1988 and the Australian Privacy Principles. Consultations are confidential, and your records are stored securely.

Look for providers that use encrypted communication platforms and have clear privacy policies. Your health information should never be shared without your consent, except in the limited circumstances permitted by law.

After Your Consultation

Following your telehealth consultation, you may receive one or more of the following.

• An eScript sent to your phone via SMS, which you can present at any pharmacy
• A medical certificate emailed as a PDF
• A referral letter sent to a specialist or for diagnostic tests
• A summary of the consultation for your records
• Instructions for follow-up care or when to seek further medical attention

Choosing the Right Telehealth Service

• Whether the service uses AHPRA-registered Australian doctors
• Transparent pricing and clear information about what is included
• Availability and operating hours, including after-hours options
• User reviews and ratings from other patients
• The range of services offered, such as prescriptions, certificates, and referrals
• Turnaround times for asynchronous services
• Data security and privacy certifications