Your First Telehealth Consultation: What to Expect

Telehealth has become a standard part of Australian healthcare. Over 100 million telehealth services were delivered in Australia between 2020 and 2024, and what started as a pandemic workaround has settled into a permanent feature of how people access medical care. If you have not tried it yet, you are not behind — you are just about to discover why so many Australians prefer it for routine healthcare needs.

This guide walks through everything you need to know before your first online consultation: how to prepare, what to expect, and what happens afterwards. No jargon, no assumptions that you have done this before.

Async vs Video: Two Kinds of Telehealth

Most people picture telehealth as a video call with a doctor. That is one model, but it is not the only one — and for many routine needs, it is not even the most efficient one.

Asynchronous (Form-Based) Telehealth

You complete a detailed health questionnaire at a time that suits you. A doctor reviews your information, asks follow-up questions if needed, and provides their assessment. There is no scheduled appointment — you submit when you are ready, and the doctor reviews during operating hours. This model works well for medical certificates, prescription renewals, and straightforward health concerns.

The advantage is convenience. You do not need to block out 30 minutes for a video call, find a quiet room, or worry about your internet connection dropping mid-sentence. You can describe your symptoms at 11pm in your pyjamas. The doctor does not care what you are wearing.

Synchronous (Video or Phone) Telehealth

Video or phone consultations happen in real time. You book a time slot and speak with a doctor directly. This model suits more complex or nuanced conversations — mental health support, detailed symptom discussion, or situations where the doctor needs to ask rapid follow-up questions. Some services offer both models, escalating from async to a call when the clinical situation warrants it.

What to Prepare Before Your Consultation

A little preparation makes a significant difference in the quality of care you receive. Doctors can only work with the information you give them, so the more complete your picture, the better.

• Medicare card number (required for prescriptions and consultations that attract a Medicare rebate; not always needed for medical certificates)
• A list of current medications — including dosages, how long you have been taking them, and whether they are working
• Known allergies or adverse reactions to medications
• Your symptoms: when they started, what makes them better or worse, and any patterns you have noticed
• Relevant medical history — previous diagnoses, surgeries, or ongoing conditions
• For video calls: a quiet, private space with reasonable internet. You do not need a studio setup, just a spot where you can speak freely

How to Describe Your Symptoms Effectively

Doctors are trained to extract clinical information from everyday language, but you can help them by being specific. "I feel unwell" is a starting point, not a destination.

• When did it start? Yesterday? Two weeks ago? Gradually or suddenly?
• Where is it? Left side, right side, all over? Does it move or radiate?
• What does it feel like? Sharp, dull, burning, pressure, throbbing?
• How severe is it on a scale of 1-10?
• What makes it better? Rest, medication, heat, cold, eating, not eating?
• What makes it worse? Activity, certain foods, time of day, stress?
• Have you had this before? What happened last time?

For skin conditions, a clear photo in natural light is enormously helpful. For throat issues, a photo with your mouth open and tongue depressed can sometimes give the doctor enough to work with — though they may still recommend an in-person look.

What Happens If the Doctor Needs More Information

This is where telehealth sometimes differs from an in-person visit. In a clinic, the doctor can ask follow-up questions in real time. With asynchronous telehealth, they may send you additional questions, request a photo, or ask you to call in for a brief phone conversation.

This is not a sign that something is wrong — it means the doctor is being thorough. A good telehealth service tells you upfront that follow-up questions are part of the process. If a service promises to handle everything without ever needing to ask more, that should make you more nervous, not less.

Medicare Rebates and Costs

Medicare rebates for telehealth are available for video and phone consultations with registered providers. Asynchronous (form-based) services generally do not attract a Medicare rebate, which means you pay a flat fee. The trade-off is convenience and speed — no appointment booking, no waiting room, no time taken off work.

Medical certificates, for example, are typically a flat-fee service outside Medicare. Prescription consultations may attract partial rebates depending on the service model. Check the pricing before you start — reputable services are transparent about costs upfront.

Privacy and Security

Telehealth services in Australia are bound by the same privacy laws as in-person clinics. The Privacy Act 1988 and the Australian Privacy Principles (APPs) govern how your health information is collected, stored, and used. Your data should be encrypted, stored securely, and never shared without your consent.

Legitimate telehealth services use AHPRA-registered doctors, secure data storage, and encrypted communications. If a service does not mention any of this, that is a red flag. Your health information is sensitive — treat it accordingly.

What Happens After Your Consultation

Once the doctor has reviewed your information (or completed your call), several things can happen:

• A prescription sent as an eScript — a QR code delivered to your phone that you take to any pharmacy
• A medical certificate delivered digitally, accessible through your patient dashboard
• Written advice or recommendations for self-care
• A recommendation to see a GP in person for further assessment or examination
• A referral to a specialist, if warranted

If you receive a prescription, complete the full course as directed. If you are advised to see a GP in person, do so — the telehealth doctor is not being lazy, they are being honest about the limits of remote assessment. That honesty is a feature, not a bug.