Guide to Telehealth Best Practice

Good telehealth can be a great way to access medical care in a timely manner and at an affordable cost, wherever you are in Australia and regardless of standard business hours. While most telehealth services screen patients before booking to determine whether they should see a GP or head to their nearest A&E, best practice in telehealth is not always followed. Guidelines are set out by the Australian Medical Board [1] and other medical bodies, such as the Royal Australian College of General Practitioners (RACGP) [2], also set out acceptable standards in clear guidelines.

If you’re wondering if your chosen telehealth provider follows recommended best practice, read on. For more detailed information, you can also check out MediCompare’s in-depth reviews of each provider.

Before Your Consult

• Billing and pricing should be transparent and clearly outlined before or at the time of booking. There should be no hidden surcharges. Any potential additional charges should be outlined clearly before your consultation. Bulk-billing should be explained simply.
• Clear information on technology required before or at the time of booking, eg, do you need a link, specific browser, app, or your phone? Are you aware of what to do if you are unable to connect? One of the most common complaints I see in reviews is that patients were unable to connect with their doctor, and no attempt was made to connect via a secondary mode of communication. (Customer support should be available during your consultation time to assist, for example.

How to prepare

• Have any support person you need around you at the time of the call. This means understanding when to expect your telehealth consultation. Request interpreting services if necessary. Some premium providers offer consultations in different languages.
• Ensure you are in a private space with minimal noise and interference to connect with your doctor. It’s important you can speak freely with your doctor and your information is kept confidential.

During the Telehealth Consultation

• The doctor identifies themselves clearly, telling you their name and capacity at the service. They may explain their specialty – you can also ask -, and where they practice.
• The patient’s identity is checked, perhaps including the Medicare card number. (And the name of any support person, for example, the parent or NDIS worker.)
• The telehealth consult process is outlined, including your rights, or you are asked if you know what to expect. This can be brief. Again, you can also ask if there is no information. For example, the doctor may say, “I will ask you a few more questions first.” Or: ”Have you had any telehealth consults before?”
• The doctor checks your symptoms thoroughly. They should also check your relevant medical history. This includes any medications you are currently taking or any allergies you may have.
• If further assessment is necessary, the doctor will tell you to book an in-person appointment or head to the emergency room. This should be explained, where required.
• Doctor ensures you understand how to follow through on treatment, including how to pick up your prescription, arrange your referral, or obtain your medical certificates. They should also discuss how to take your medication and provide general advice on monitoring your symptoms or caring for yourself. Essentially, they should take care to ensure you can action what was discussed or advise you further, if necessary.
• Doctor obtains your consent to share your treatment information with your GP and My Health Record. This is a crucial step to ensure you are supported after the consult. Without this step, your general doctor will not be aware of your illness and any ordered tests, referrals, or prescriptions. This also means that if your situation worsens, they will have all your information available.
• The doctor informs you of how to arrange any follow-ups, if necessary. This is important, as the telehealth physician is named as the referring doctor, allowing test results to be sent to them directly. It also ensures you can have additional advice when necessary in a timely manner.

After the Consult

• Your telehealth doctor follows up with any pharmacists, specialists, tests, or imaging providers as agreed. Subpar providers often overlook this step, which can result in delayed treatment and, in some cases, a need for repeat consultations.
• The telehealth provider follows up with you, if necessary, and agreed. This may even take the form of a courtesy email or text from the provider, checking if you need further assistance. 
• Your treatment information is shared with your GP and with myHealthRecord. You can verify with your GP clinic or online.
• Your treatment records are kept securely for reference. The provider should have a clear privacy policy that also outlines how to access your records. Any problems are documented.

MediCompare helps you get a quick idea of what telehealth providers consistently hit high marks for best practice. Of course, this can change over time. With this guide, you know what to look out for and how to ensure your chosen provider follows best practice.

Disclaimer: This content is created for informational purposes only. It is not intended to be a substitute for professional medical advice. Always seek the guidance of your doctor or other qualified health professional with any questions you may have regarding your health or a medical condition.

[1] https://www.medicalboard.gov.au/Codes-Guidelines-Policies/Telehealth-consultations-with-patients.aspx
[2] https://www.racgp.org.au/running-a-practice/technology/clinical-technology/telehealth/telehealth-guides/guide-to-providing-telephone-and-video-consultatio/principles-for-conducting-telehealth-consultations