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Emergency vs Telehealth: Making the Right Choice
Know when to call 000, go to ED, or use telehealth.
4 min read
Updated 23 January 2026
Doctor Reviewed
AHPRA Verified
Medical Information Disclaimer
This article is for general information only and does not constitute medical advice. All treatment decisions are made by an AHPRA-registered doctor after reviewing your individual circumstances.
When you're unwell, deciding where to seek help can be stressful. Getting it right matters — for your health and to keep emergency services available for those who truly need them.
Call 000 Immediately For:
- Chest pain or tightness
- Difficulty breathing or shortness of breath
- Signs of stroke — facial drooping, arm weakness, speech problems (remember FAST)
- Severe allergic reaction (anaphylaxis)
- Heavy bleeding that won't stop
- Loss of consciousness
- Serious injury or trauma
- Overdose or poisoning
- Thoughts of suicide with a plan (or call Lifeline 13 11 14)
Don't hesitate if you think it's an emergency. Call 000. It's better to call and not need emergency care than to delay when you do.
Go to Emergency Department For:
- Severe pain that's getting worse
- Possible broken bones or serious injuries
- Severe abdominal pain
- High fever with serious symptoms (stiff neck, confusion)
- Sudden severe headache ("worst headache of life")
- Significant burns
- Eye injuries
- Psychiatric crisis requiring immediate safety intervention
Telehealth or GP Is Appropriate For:
- Cold and flu symptoms
- Minor infections (UTI, mild skin infections)
- Skin rashes and irritations
- Mild to moderate pain
- Mental health check-ins
- Medication refills and reviews
- Medical certificates
- Health questions and advice
- Chronic disease management
- Follow-up care after treatment
When You're Unsure
If you're uncertain about urgency, these resources can help:
- Healthdirect Helpline: 1800 022 222 — free health advice 24/7
- Poisons Information Centre: 13 11 26
- Lifeline: 13 11 14 for mental health crisis
- Your GP's after-hours voicemail often has guidance
Questions to Ask Yourself
- Is this life-threatening? (Yes = 000)
- Is it getting rapidly worse? (Consider ED)
- Could it wait until morning? (Maybe telehealth tonight, GP tomorrow)
- Is this something I'd normally see a GP for? (Telehealth is probably fine)
- Have I had this before and know what it is? (Telehealth can often help)
The Cost of Emergency for Non-Emergencies
Emergency departments prioritise by urgency (triage). If your condition isn't urgent, you'll wait — sometimes many hours. Meanwhile:
- You're exposed to other sick people
- Staff are stretched dealing with true emergencies
- A telehealth consult might have resolved things in 20 minutes
- You've used resources meant for emergencies
This isn't about making you feel guilty — if you genuinely thought it was an emergency, that's the right call. It's about helping you make better decisions next time.
What Telehealth Can't Do
Be realistic about telehealth's limitations:
- Can't physically examine you
- Can't run tests or take samples
- Can't provide emergency treatment
- Can't handle conditions requiring hands-on care
- May not be appropriate for complex or worsening symptoms
After-Hours Options Between ED and Telehealth
- After-hours GP clinics — for conditions needing examination but not emergency
- Home-visiting doctor services — doctor comes to you
- Hospital urgent care centres — lower acuity than ED, where available
Frequently Asked Questions
What if I go to ED and it turns out not to be an emergency?
That's okay. Medical professionals would rather assess you and find nothing serious than have you delay care for something urgent. Just learn from it for next time.
Can I use telehealth for a child?
Yes, for minor issues. However, children (especially young children) can deteriorate quickly. When in doubt with kids, err on the side of caution and seek in-person care.
What if telehealth says I need emergency care?
Follow their advice. A telehealth doctor will tell you if they think you need urgent in-person assessment. That's part of safe telehealth practice.
Should I go to ED for a medical certificate?
No. Emergency departments are for emergencies. Use telehealth, a GP, or a walk-in clinic for certificates.
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