Telehealth lets you access expert healthcare over the phone or via video call. Some health insurers offer telehealth services to their members, including some bulk-billed GP consultations.
Telehealth provides remote access to many health services including GP appointments or specialist consultations.
Medicare now subsidises many telehealth services but always confirm if your appointment will be bulk-billed.
Many private health funds cover telehealth consultations so check your specific policy for benefits and restrictions.
What is telehealth?
Telehealth refers to any health service which is delivered remotely, usually over the phone or via video call. You could have an online counselling session, a quick phone call with your GP, or a video chat with your physiotherapist. These are all considered telehealth. While telehealth has been available in Australia for many years, the term became much more widely known after the government announced a broader telehealth program as part of its response to the coronavirus pandemic.
Before the coronavirus pandemic, telehealth was most commonly used to make it easier for people in remote communities to access expert healthcare.
However, on 30 March, the government expanded funding for telehealth, so bulk-billing became more widely available to Australians seeking healthcare services over the phone or via video call. That means even city-dwellers with a GP just a few streets away can now bulk-bill a telehealth appointment, when previously that wouldn't have been subsidised by Medicare.
Finder survey: How many people understand how health insurance works?
Response
Male
Female
Yes
60.63%
55.36%
Somewhat
34.79%
41.76%
No
4.58%
2.87%
Source: Finder survey by Pure Profile of 1006 Australians, December 2023
How does telehealth work?
The specifics vary between different telehealth providers but, generally, you arrange an appointment with a health professional as usual but instead of visiting their office, you participate in a video call or phone call instead.
Online-only telehealth
Some telehealth services are online-only, and don't have a physical location that patients can visit. However, other healthcare professionals provide in-person consultations as well as telehealth options. It's possible your regular GP offers video consultations, as well as face-to-face appointments.
Prescription telehealth
If you need a prescription, it's sometimes possible to have the medicine posted directly to you, or your subscription sent to a pharmacy for pick-up for delivery. Speak to your healthcare professional to find out how they manage prescriptions via telehealth.
Non-telehealth treatments
Remember, not all healthcare is possible via telehealth. If you require a physical examination, or your healthcare needs are considered an emergency, telehealth might not be right for you.
How can I access telehealth services?
You can contact your regular healthcare provider to see if they are offering telehealth services. Many doctors began offering telehealth services during the pandemic, so it may be a new service from them that you weren't previously aware of. You can also compare online doctor and GP services to see which providers sound right for you, or compare online counselling and therapy services if you're looking for mental health help.
The table below also shows some of the major telehealth services in Australia, along with information on where they operate and how to get in touch.
Contact your local health service provider. For technical assistance or general telehealth enquiries call 1300 367 166.
Northern Territory Health
Northern Territory
Email teleHealthHeldpesk.THS@nt.gov.au or phone 1300 762 254 Email
North Western Melbourne PHN
In a number of public specialist clinics in Victoria
Email telehealth@dhhs.vic.gov.au
How do I pay for telehealth?
Medicare
From March 30 2020, the government announced that all Australians would be eligible for Medicare-subsidised telehealth. On 26 April 2021, it was announced the scheme would run until the end of 2021.
However, not all telehealth services provide bulk billing, so if you want to claim a subsidy through Medicare, be sure to check with the service provider before making an appointment.
Private health insurance
Many health funds started offering or expanding telehealth services to their members during the coronavirus pandemic. Check with your health fund to see if telehealth is covered, or if there are any restrictions on which service providers you can use.
Out-of-pocket
If you don't have health insurance, and can't claim on Medicare, you still have the option to pay for telehealth services independently.
What services are included in telehealth?
Telehealth services listed in the Medicare Benefits Schedule include include:
GP services and after-hours consultations
Some consultations by other medical specialists and nurse practitioners
Mental health treatment
Chronic disease management
Aboriginal and Torres Strait Islander health assessments
Services to people with eating disorders
Pregnancy support counselling
Services to patients in aged care facilities
Services to children with autism
Does private health insurance cover telehealth?
Yes, some health insurers offer telehealth services to their members. The table below includes information on some health funds with telehealth benefits.
Brand
Services
Medibank provides telehealth services including triage, health advice and referral, health coaching, mental health programs, and chronic disease management.
HCF partners with telehealth start-up GP2U, which provides a remote medical consultation and prescription service. You can now have bulk-billed online GP consultations.
If your services are offered via phone or video call and are included on your extras cover, AHM will pay benefits towards individual telehealth consultations between 30 March – 30 September 2020.
If you're already covered for a service, have served relevant waiting periods and have remaining limits, you'll be able to claim on a telehealth consultation in the same way you would for an individual face-to-face visit.
Frequently asked questions
No, not all telehealth appointments are bulk billed. While Medicare expanded eligibility for subsidised telehealth services during the pandemic, it is up to individual healthcare providers to decide if they will bulk bill their services. Always check with your telehealth provider about their billing practices before making an appointment.
To participate in a telehealth appointment, you will generally need a reliable internet connection and a device such as a smartphone, tablet or computer. For video consultations, your device will also need a working camera and microphone. Some providers may require you to download a specific app or use a particular platform.
Yes, reputable telehealth providers use secure platforms and protocols to protect your privacy and personal health information. These platforms are designed to comply with Australian privacy laws and healthcare standards. Your consultation is confidential just as an in-person visit would be.
Telehealth offers numerous benefits including convenience, accessibility and time saving. It removes the need for travel, making healthcare easier to access for people in remote areas, those with limited mobility, individuals with busy schedules or anyone needing care from home. It can also reduce the spread of illness by limiting physical contact.
Telehealth is not suitable for all medical situations. It is not appropriate for emergencies which require immediate in-person attention. Conditions requiring a physical examination, complex diagnostic procedures or hands-on treatment may also be unsuitable for a telehealth consultation. Your healthcare provider can advise if telehealth is right for your specific needs.
For a general practitioner (GP) appointment via telehealth, you typically do not need a referral. However, if you wish to see a specialist or allied health professional like a psychologist or physiotherapist via telehealth, you will usually need a referral from your GP to claim a Medicare rebate.
Yes, you can often obtain a medical certificate or a new or repeat prescription through a telehealth consultation. This depends on the nature of your condition and the doctor's assessment. The healthcare professional will determine if it is clinically appropriate to issue these documents remotely. Prescriptions can often be sent electronically to your preferred pharmacy for pick up or delivery.
Nicola Middlemiss is a journalist with nearly a decade of experience in personal finance and insurance. She has contributed to Domain, Yahoo Finance, Money Magazine and Insurance Business Australia, offering in-depth insights into commercial insurance in the Australian market. Nicola holds a Bachelor’s degree in English from the University of Leeds and a Tier 1 General Insurance (General Advice) certification, which complies with ASIC standards.
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