How Consumers Can Maximise Their Telehealth Outcomes

Telehealth has become an established part of Australia’s healthcare system, with many people now routinely accessing GP consultations, specialised health services, medical certificates, prescriptions, referrals, and follow-up appointments through phone or video consultations. For a large number of patients, especially for those in regional or remote areas, Telehealth improves access to care, reduces travel time, and supports continuity of care.

However, as with in-person healthcare, Telehealth outcomes vary greatly, depending on factors including appointment preparation, selecting an appropriate provider, clear communication, and follow-up. Understanding how to best engage with Telehealth services can help Australians make better health choices using this model of care.

Preparation is particularly important in Telehealth because clinicians rely heavily on patient-reported information and often have short appointment lengths. Taking time to prepare before an appointment can improve the quality and efficiency of the consultation.

Before an appointment, patients should consider documenting:

• The main reason for the consultation
• When symptoms started and how they have changed over time
• Factors that improve or worsen symptoms
• Relevant past medical history

For people with chronic conditions, having recent measurements (e.g. blood glucose levels or home blood pressure recordings) can be beneficial. It is also important to have an up-to-date list of medications (including prescription medicines, over-the-counter products, and supplements). If recent pathology results, imaging, or specialist correspondence are available and relevant, these should be accessible during the consultation or uploaded in advance if the Telehealth platform allows. Being clear about the purpose of the appointment, whether it is for advice, a prescription, a referral, or review, can help keep the consultation focused and maximise outcomes.

Telehealth providers in Australia are diverse in scope, cost, and approach to care. Some providers focus on single, short consultations, while others offer ongoing care or specialise in areas such as mental health or sexual health.

When selecting a Telehealth provider, factors patients may wish to consider include:

• Whether clinicians are registered with AHPRA
• If services are eligible for Medicare rebates, or if bulk billing is available
• If the Telehealth provider specialises in the patient’s reason for seeking medical advice
• The ability to access follow-up care or continuity with the same clinician

Comparison platforms, such as MediCompare, can assist by outlining differences between Telehealth providers, including billing models, areas of care, and eligibility for Medicare or bulk-billed services. Using comparison tools can support informed decision-making, particularly for patients new to Telehealth and unsure of the options available.

Australia’s Medicare system supports a range of telehealth services, including GP consultations, mental health care, and some specialist appointments. However, not all telehealth services offer bulk-billing, and out-of-pocket costs can vary.

Before booking a telehealth appointment, patients should check:

• Whether the service is bulk-billed or privately billed
• If a Medicare rebate applies
• Any fees that may not be covered

Clear information about billing supports informed consent and helps patients choose services that are affordable and align with their financial circumstances.

The environment in which a Telehealth appointment takes place can affect communication and comfort. Patients should aim to be in a quiet, private space where interruptions are kept to a minimum. This is particularly important for discussions involving mental health, sexual health, or other sensitive topics.

Before the appointment:

• Ensure the device being used is charged
• Check internet connectivity or phone reception
• Test audio and video functions if applicable

For video consultations, ensuring adequate lighting and positioning the camera at eye level can assist clinicians in observing non-verbal cues, which may support assessment and subsequent treatment options.

Effective Telehealth relies on clear, open communication between the patient and clinician. Shared decision-making remains an important principle in Australian healthcare, regardless of whether care is delivered in person or virtually. Patients are encouraged to describe symptoms accurately and provide as much relevant detail as possible. It can be helpful to refer to notes prepared beforehand to ensure key points are covered. If information is unclear, patients should ask questions or request clarification.

This may include discussing:

• Possible diagnoses
• Treatment options
• Medication use and side effects
• Indicators for follow-up or in-person healthcare

Mental health services are commonly delivered via telehealth in Australia and are supported under Medicare through the provision Mental Health Care Plans. (1) Eligible patients may receive Medicare rebates for up to 10 psychology sessions per calendar year. Choosing a suitable mental health Telehealth provider can influence engagement and outcomes. Factors such as clinical expertise, communication style, and continuity of care may all be relevant. These considerations are also important for other specialised Telehealth services – such as sexual health and weight loss support, where repeat Telehealth consults are often required.

Follow-Up and Continuity of Care

Before concluding a Telehealth appointment, patients should understand the next steps. This may include:

• Receiving prescriptions or referrals
• Completing pathology or imaging
• Scheduling follow-up appointments

Clarifying how results will be communicated to the patient and whether follow-up can occur with the same clinician may support continuity of care and affect a patient’s future use of Telehealth. Some telehealth services integrate with My Health Record, which can further assist in information sharing across the healthcare system. (2)

Telehealth is now an integral component of healthcare delivery in Australia. When patients are prepared, informed, and actively engaged in their care, Telehealth can provide care that is timely, effective, and appropriate for a diverse range of health concerns. By understanding how to prepare for appointments, choose suitable providers, have awareness of financial support available (i.e. Medicare and bulk-billing), and how to have continuation of care if required, Australians can maximise the benefits of Telehealth. Comparison providers can help to support this process by improving transparency and helping patients make informed choices about available Telehealth services.

[1] https://www.healthdirect.gov.au/mental-health-treatment-plan
[2] https://www.health.gov.au/topics/health-technologies-and-digital-health/my-health-record