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What to know before booking an online doctor’s appointment

Australia’s telehealth scene has grown rapidly, with providers offering convenient and instant online services. But can they replace your GP?
Female doctor providing telehealth consultation
Telehealth is best suited for non-urgent medical issues. Image: Getty

In recent years, telehealth has become a staple for many of us. It’s convenient, cost-effective, and offers many of us an alternative to taking time off work to visit a medical centre.

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Whether you’re juggling a busy schedule, live in a remote area, or simply want to avoid long waiting room delays, booking an online doctor’s appointment is now easier than ever. But can a virtual consult replace your usual GP? Well, yes and no, says Professor Rowena Ivers, a GP in Wollongong and member of the RACGP Expert Committee – Quality Care.

“Telephone or video consultations can complement the care that GPs deliver and can be convenient,” she explains.

“But having a GP and team who knows your full history and medication is important. That continuity of care with someone who knows you well improves the quality of healthcare, with fragmentation of that care being risky.”

It is important to ensure that your telehealth practitioner has the appropriate medical qualifications.

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“Telehealth consultations should be delivered by GPs with specialist qualifications, or those who are in supervised training positions, and not via automatic responses. Care delivered should be at the normal level delivered in general practice, for example, allowing follow-up of abnormal results, or for feedback from specialists after referrals have been issued,” Professor Ivers warns.

With many online medical platforms now launching in Australia, here’s what you need to know before booking in.  

What happens during a telehealth appointment?

The process begins by booking an appointment, just like you would for an in-person visit. At the scheduled time, you’ll receive a link for a video call or a phone call. Don’t worry; you don’t need fancy technology – just a device with a camera and microphone, like a computer, tablet or smartphone.

During the appointment, your doctor will ask about your medical history, health concerns or symptoms and the reason for the appointment. If necessary, they may ask you to adjust your camera for a better view of any specific issues. Prescriptions, referrals, or medical tests are then arranged electronically and emailed or sent to you via text message.

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Woman on telehealth appointment call with doctor
In recent years, telehealth has become a staple for many of us. Image: Getty

When should you book an online GP appointment?

Telehealth is best suited for non-urgent medical issues, or as Professor Ivers points out if you have an infectious condition or you’re immunosuppressed.

“Telehealth can complement face-to-face visits to your GP, but it doesn’t allow for a physical examination.”

With that in mind, think of it as your go-to when you need general medical advice, repeat prescriptions, or have a minor health concern. Some common scenarios where telehealth could be handy include:

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Mild symptoms

If you’re feeling under the weather with a sore throat, mild fever, or cold symptoms, but it’s not serious enough to warrant an in-person visit, an online consult can save you a trip to the doctor’s office.

Prescription repeats

Running low on your medication but don’t have time to see your regular GP? Telehealth allows you to get repeat scripts quickly without the hassle of an in-person appointment.

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Medical certificates

Whether you need a certificate for work or school, many online GP services offer this option after a quick consultation.

Referrals to specialists

Need a referral to a specialist but don’t want to wait for an in-person GP appointment? Telehealth can streamline the process, giving you a referral without delay.

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Mental health support

If you’re feeling a bit off, some telehealth providers specialise in mental health consultations, offering quick access to professionals who can provide support and guidance.

Chronic condition management

For those with ongoing conditions like diabetes, asthma, or hypertension, telehealth can help you stay on top of regular check-ins without the need for frequent in-person visits.

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Woman on telehealth call with doctor
Telehealth allows you to get repeat scripts quickly. Image: Getty

How much does a telehealth consultation cost?

The cost of a telehealth GP consultation varies depending on the provider and whether you’re eligible for bulk billing. It’s always a good idea to double check the provider’s fee structure and bulk billing policy before booking to avoid any surprises.

Bulk-billed consults

Many telehealth services offer bulk billing for eligible patients, meaning there’s no out-of-pocket cost if you have a valid Medicare card. This is particularly common for consultations covered under the Medicare Benefits Schedule (MBS).

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Private fees

If you’re not eligible for bulk billing, or the provider doesn’t offer it, expect to pay anywhere from $40 to $90 for a standard consultation. Some providers may charge more for after-hours or urgent appointments.

Medicare rebates

If your appointment is not bulk-billed, check if you can claim a rebate through Medicare. In most cases, you’ll be reimbursed for part of the cost, but it’s worth clarifying this before your appointment.

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When you should see your regular GP instead

While telehealth is helpful for many non-urgent health issues, there are times when it’s better to see your GP in person or head straight to the emergency department. In cases such as these, in-person care is your best bet:

Severe or acute symptoms

If you’re experiencing chest pain, difficulty breathing, sudden severe headaches, or any other alarming symptoms, you should head straight to your local emergency department. Telehealth can’t provide the hands-on examination needed in these situations.

In-person physical exams

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If your condition requires a physical exam or tests (such as a blood test, X-ray, or physical check), it’s better to see your GP in person. Telehealth can’t replace hands-on diagnosis.

Mental health crisis support

It can be a resource for ongoing mental health support, but if you’re experiencing a mental health crisis or feeling unsafe, go to the emergency department or contact emergency services immediately.

Children and infants

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If your child is very unwell, it’s best to take them to your regular GP or the emergency department for a thorough in-person check-up.

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