Telehealth appointments

Telehealth means seeing a health professional by phone or video instead of in person. It's convenient for follow-ups, results, repeat prescriptions and many other concerns, especially if you live far from a practice, have mobility issues or are unwell.

This is general information, not medical advice. In an emergency, call Triple Zero (000).

When telehealth works well

Telehealth may suit:

• discussing test results;
• follow-up appointments;
• repeat prescriptions and referrals;
• mental health consultations;
• some new problems that don't need a physical examination.

When it doesn't

Telehealth isn't suitable when the GP needs to examine you, take measurements or do a procedure. The GP may ask you to come in. It's not for emergencies; call 000.

Medicare and telehealth

Many GP telehealth services are covered by Medicare, but rules apply. According to the Department of Health, Disability and Ageing, most GP telehealth services require an established relationship with the GP or practice, generally a face-to-face service in the previous 12 months, with some exceptions. Registering with MyMedicare provides another pathway for some services with your registered practice.

Rules change, so check with the practice.

Costs

Ask whether the telehealth appointment will be bulk billed, and if not, what the fee is. See bulk billing explained.

Preparing

• Find a quiet, private place with good reception or internet.
• Charge your device and test video in advance.
• Have your Medicare card, list of medicines and questions ready.
• Have a pen and paper.
• Have a phone number the practice can call back on if disconnected.

Prescriptions and referrals

GPs can often send electronic prescriptions (eScripts) to your phone or email, and send referrals and pathology requests electronically.

Privacy

Use a private space. Ask the practice which platform it uses.

Getting the technology right

Technical problems are the most common frustration with telehealth. A few tips:

• ask the practice which app or link it uses, and whether you need to download anything;
• test your camera, microphone and internet connection before the appointment;
• use headphones if you're somewhere others might hear;
• if video drops out, the GP will usually call your phone, so keep it nearby;
• for a phone appointment, answer calls from private or unknown numbers around the booked time, as many practices call from a blocked number.

If you need help, a family member or friend can set things up with you.

Living in a rural or remote area

Access to health care can be harder outside cities. Waiting times may be longer, distances greater and services fewer. Some things that can help:

• plan routine appointments well ahead and book follow-ups before you leave;
• ask whether telehealth is available for suitable appointments;
• check whether your area has visiting specialists, outreach clinics or a Royal Flying Doctor Service clinic;
• ask about patient travel assistance schemes, which state and territory governments run to help with the cost of travelling long distances for specialist care.

In an emergency, wherever you are, call Triple Zero (000).

Your privacy

Health information is sensitive, and Australian privacy law places obligations on health services about how they collect, use, store and share it. Practices should have a privacy policy explaining this, and you can ask to see it. You generally have a right to access the health information a practice holds about you, although a practice may charge a reasonable fee for providing copies. If you're concerned about how your information has been handled, raise it with the practice first. The Office of the Australian Information Commissioner (OAIC) handles privacy complaints about many health services.

Mental health support

If you're struggling emotionally, your GP is a good place to start. A GP can talk with you, and may prepare a mental health treatment plan, which can give access to Medicare-subsidised sessions with a psychologist or other mental health professional. Ask about costs when booking with a mental health professional, as fees vary. For immediate support at any time, you can call Lifeline on 13 11 14 or Beyond Blue on 1300 22 4636. If someone is at immediate risk of harm, call Triple Zero (000).

Tips for older people

If you're older or have several health conditions, appointments can involve a lot of information. Consider:

• booking a longer appointment so there's time to cover everything;
• asking your GP about a medication review, especially if you take several medicines;
• asking about health assessments that may be available for older people;
• bringing a family member or friend for support;
• asking for written information you can read later.

If getting to the practice is hard, ask about telehealth, home visits or community transport options in your area.

A quick checklist before you go

• Do I know the date, time, address and how to get there (or the link for telehealth)?
• Do I know whether it will be bulk billed or what the fee will be?
• Do I have my Medicare card and any concession card?
• Have I written a list of my medicines and my questions?
• Do I have any referral, results or letters I need?
• Do I need an interpreter, a support person or accessibility arrangements?

Our visit planner builds a printable version of this list.

Moving between telehealth and in-person care

Telehealth and in-person appointments work best together. A GP may start with a phone or video consultation and then ask you to come in for an examination, tests or a procedure. Equally, after an in-person visit, a follow-up by phone may be all that's needed to discuss results. If you think something needs to be looked at, say so, and if you'd rather be seen in person, ask. Make sure your contact details are up to date so the practice can reach you.

Electronic prescriptions and requests

Many prescriptions in Australia are now electronic. Your doctor can send an eScript as a token, usually by text message or email, which you show at the pharmacy. If you take regular medicines, ask your pharmacy about an Active Script List, which can keep track of your eligible prescriptions so you don't need to manage tokens yourself. Pathology and imaging requests can also be sent electronically. Check the phone number and email the practice holds for you, so these arrive where you expect.

If you need an interpreter

If English isn't your first language, you can ask for an interpreter. The Translating and Interpreting Service (TIS National), run by the Australian Government, provides interpreting, and many GPs and specialists can use it for free for eligible consultations. Tell the practice when you book so it can arrange an interpreter by phone or, sometimes, in person. Using a professional interpreter, rather than a family member, helps make sure medical information is passed on accurately and privately. If you're deaf or have a hearing or speech impairment, ask about the National Relay Service or Auslan interpreting.

How we keep this guide up to date

Medicare rules, government programs and service arrangements change from time to time. We review this guide against the official sources listed below and update the date at the top of the page when we check it. If something has changed, or you spot an error, please let us know through our contact page. Before you rely on any detail, especially eligibility rules, check the official page linked in the sources, or ask your practice or Services Australia directly.

Use the visit planner

Our free visit planner turns this advice into a short, printable list. Choose the kind of appointment, add your own questions, and it lists what to bring and what to ask, always including a question about billing. Everything stays in your browser and nothing is sent to us. It's a planning aid only, not medical advice.

Key points

• Telehealth is a phone or video consultation.
• It suits many concerns but not those needing an examination, and not emergencies.
• Medicare telehealth eligibility rules apply; ask the practice.
• Prepare a private space, device and your questions.