What Is Telehealth: How Online Doctor Consultations Work in Australia

Telehealth is a trend quietly revolutionising the way Australians access healthcare: Online doctor consultations require less downtime and can be more convenient than an in-person visit. The term telehealth essentially covers any distance consultation with a healthcare professional, including over the phone, video, or online, but can be further broken down into those covered under Medicare and those not covered [1]. Let’s have a look at how to do an online doctor consultation, find out how the different types of consultations work and what is covered. 

General Practitioner (GP) 

Your local GP may offer telehealth services, even ones bulk-billed under Medicare, which may be one of the cheapest and most convenient solutions. It also ensures consistency, as having the same doctor will allow you to form a relationship and have a healthcare professional who has a good overview of your medical history and potential needs. Having a telehealth consultation with your GP is also covered by Medicare, provided you have seen them in the last 12 months. Different GP practices use different systems to provide secure phone or video calls, so make sure you check if you can make use of this service. (Travellers with overseas phone numbers or no Medicare card often cannot access these services.) 

Allied Healthcare Professionals (AHPRA-registered) 

Many Australian doctors (not specialised as GPs) offer telehealth services. These are often what is offered by the popular telehealth providers at a low cost. While they generally offer no Medicare rebate for the doctor consultation itself, eScripts and delivery may be cheaper than elsewhere.  

Deciding on Your Provider 

If you're looking for a Medicare-covered provider other than your local GP, you can use the government’s Health Direct directory [2] or check out MediCompare’s review of popular telehealth providers here. 

Booking and Wait Times 

When booking, pay particular attention to the provider’s business hours and waiting times. While most telehealth providers offer doctor consultations within one hour, they aren’t always open from late at night to the early hours. (Although they do offer extended hours in comparison to most GPs’ online services.) 

Payment and Cost 

Some sites require upfront payment, but most only hold the amount on your credit card. Check on any additional costs if you are using a full telehealth provider (from doctor consultation through to medication delivery, as some do cover costs under Medicare, whereas others charge extra for premium services). If you are using your GP’s telehealth service, check on your gap fee and whether bulk billing is offered. 

Doctor Consultation 

Prepare for your consultation to make the most of your limited time and ensure you don’t forget anything. Remote consultations mean your doctor won’t be able to assess you in person, so it is even more important that you inform them of any relevant symptoms. If you are using a doctor you have never seen before, make sure you mention any long-term problems and conditions, too. (This includes current symptoms and development as well as allergies, chronic diseases, and any medication you take regularly. Having the list of medications handy can be very useful as they are often difficult to remember.) 

Prescriptions & Medication 

Make sure you understand exactly how to take your medication, how long to continue it for, and when to take it. Do you have to have it with food, for example? Ask the doctor what the process is for receiving your eScript (SMS or email), if there are any repeats on the script, and whether you do need to make another appointment to stop the medication. Also, always ensure your mobile phone number is up to date, as you will receive your prescription directly to your phone). 

Follow-Up 

Before finishing your consultation, check what the follow-up procedure is, if any. Some GP practices and online telehealth providers do have a nurse check-in, for example. If you have a severe condition, you may also need to know what to do if your symptoms worsen, who to contact, and what to watch out for in terms of contraindications. The doctor may also order pathology – for example a blood test, and understanding how to get the results is clearly an important part of this. You may need to make a follow up appointment, and some doctors may proactively call you with the results whilst others may text you to let you know that they were all ok and there were no issues found).  

Pros 

• After hours accessibility 
• Less downtime to see the doctor 
• Potentially lower upfront cost in certain circumstances 
• Convenient Digital Prescriptions and Fast Medication Delivery 
• Access in Remote and Rural Areas 
• Cheaper Service for Some Populations 

Cons 

• No physical assessment possible  
• Medicare only covers some online consultations 
• Besides your own GP, they are mostly provided by allied healthcare professionals, not GPs 
• Different doctors at each appointment with most telehealth providers 
• Some hidden costs possible 
• Less supervision and follow-up available 

Having your costs fully covered by Medicare is possible for the following patients [3]: 

• You’ve had an in-person consultation with the same GP or another practitioner at the same practice within the last 12 months.  
• Patients under Public Health Orders. 
• Australians accessing certain GP mental health services. 
• Anyone taking part in stop-smoking programs.  
• Sexual and reproductive health telehealth patients (although not available at many telehealth providers) 

In summary, online doctor consultations offer a convenient and often overall cheaper alternative to in-person doctor visits. While they are becoming more popular and varied, ensure you check on costs, wait times, and follow-up procedures, and prepare yourself before your online doctor consultation to make the most of your limited time. 

  All information provided is for informational purposes only. While we take great care to keep our site up-to-date, always check information before booking any telehealth service. This information does not represent medical advice. Please always consult a doctor for medical advice and seek urgent medical assistance if your symptoms are severe, worsen quickly, or do not improve after a telehealth consultation. 

[1] https://www.digitalhealth.gov.au/initiatives-and-programs/telehealth 

[2] https://www.healthdirect.gov.au/australian-health-services 

[3] https://www.mbsonline.gov.au/