Have you ever had to wait days for an appointment to see a doctor to get a prescription or a medical certificate online? Needed medical assistance overnight or outside of standard business hours? Thanks to telehealth, ‘online doctors’ are fast becoming Australia’s new normal way to consult GP when it’s most convenient for you.
A virtual doctor's appointment (sometimes referred to as a ‘virtual doctor’ or ‘telemedicine doctor’) is generally a telehealth medical service which provides face-to-face doctor consultations using video calls via a mobile phone or computer. This type of consulting, called ‘telehealth’ has grown rapidly with advancements in technology.
With the spread of the Coronavirus more doctors adopted the technology, enabling thousands of people to access their services during this difficult time. The World Health Organization (WHO) reports there were only 41 doctors per 10,000 people in Australia 2020. According to the Australian Institute of Health and Welfare (AIHW), almost 25% of the people seeking a doctor’s consultation faced delays due to scarcity of appointments or long waiting times, demonstrating the demand-supply gap and the pressure faced by the Australian healthcare system. This situation worsens according to the geographical location of the patient. According to AIHW, almost 7 million Australians live in rural or remote areas, limiting access and availability to timely healthcare.
Delays in getting to see a doctor, limited access to healthcare in rural and remote areas, the convenience of having a consultation at a time and place that suits and access to after-hours care are amongst the factors driving the popularity of telehealth services.
A virtual doctor's appointment (sometimes referred to as a ‘virtual doctor’ or ‘telemedicine doctor’) is generally a telehealth medical service which provides face-to-face doctor consultations using video calls via a mobile phone or computer. This type of consulting, called ‘telehealth’ has grown rapidly with advancements in technology.
With the spread of the Coronavirus more doctors adopted the technology, enabling thousands of people to access their services during this difficult time. The World Health Organization (WHO) reports there were only 41 doctors per 10,000 people in Australia 2020. According to the Australian Institute of Health and Welfare (AIHW), almost 25% of the people seeking a doctor’s consultation faced delays due to scarcity of appointments or long waiting times, demonstrating the demand-supply gap and the pressure faced by the Australian healthcare system. This situation worsens according to the geographical location of the patient. According to AIHW, almost 7 million Australians live in rural or remote areas, limiting access and availability to timely healthcare.
Delays in getting to see a doctor, limited access to healthcare in rural and remote areas, the convenience of having a consultation at a time and place that suits and access to after-hours care are amongst the factors driving the popularity of telehealth services.
What is telehealth?
Telehealth delivers virtual healthcare services with the help of telecommunications technology such as the internet. In Australia, more than 118.2 million telehealth services are delivered to 18 million patients by 95,000+ prescribers post-May 2020 according to digihealth.gov.au website. There are many telehealth services such as online consultations, instant scripts, online medical certificates, mental health care plans, referrals, and pharmacy delivery. These are delivered by registered Australian medical practitioners using reputed telehealth platforms.What To Expect From A Consult With An Online Doctor ?
Most online doctor services provide the option for the patient to take the consultation via either a mobile device (mobile phone, tablet) or a desktop computer, allowing the freedom to choose where to have the consult. Whilst some providers allow the choice between a video or voice only consult, it is deemed best practice for the doctor to be able to engage with the patient visually via a video telehealth consultation.
Before seeing the doctor, the patient is required to provide their relevant personal details. Services should only ask for information directly related to your telehealth service and provide transparent details on how the service encrypts your data. Generally, this includes
- Full name
- Address
- Date of birth
- Email address
- Mobile number – It’s important that a mobile phone number is provided as all prescriptions issued are generated as e-prescriptions, and an email address is used to provide any referrals or certificates.
- You will need to provide your Medicare number (or IHI) to be issued a prescription.
Depending on the online doctor service, you’ll either book an appointment from an online calendar, or with an on-demand online doctor service (like Hola Health) and be placed in a virtual waiting room immediately after providing your personal details, ready to see the next available practitioner. If a patient has an existing relationship with the online doctor (e.g. a face-to-face consultation has been had in the last 12 months) a Medicare rebate may be available. For those patients who haven’t seen the consulting doctor before, the consult is privately billed, and the patient is responsible for the full cost.
During an online consultation, the doctor will seek to understand the patients’ health history along with any current symptoms. Not all consultation types are available via telehealth, so it’s important to understand which types of services telehealth is best used for. These include:
- General illness
- Earache
- Coughs and chest infections
- Headaches
- Mental health
- Skin conditions
- Urinary Tract Infections (UTI)
- Asthma
- Heartburn and reflux
- Sexual health
- Specialist referrals
- Pathology & radiology requests
- Instant Scripts
- Online Medical certificates
- After-hours care
Online doctor vs. in-person doctor
Online doctor pros:
- Round-the-clock access to medical support
- Saves time taken to travel to the hospital
- Immediate appointments and no wait lines in the hospital
- Issuance of a medical certificate or instant script online
- No stigma faced when discussing mental health concerns
- More time to relax and recover
- Saves money as you don’t need to take off to get a prescription or to travel to the clinic
Online doctor cons:
- Limitations to what they can treat and prescribe as they cannot check a person physically
- Connectivity issues or technical knowledge barriers
- Cannot maintain the doctor-patient relationship with the doctor
In-person doctor pros:
- No limitation to what they can treat or prescribe
- Doctor-patient relationship ensures the doctor already has an idea about your medical history
In-person doctor cons:
- Long wait to get an appointment
- Wait-lines at the clinic
- Need to travel to the clinic on the day that you are sick instead of relaxing at home
- Need to take a day off from work to visit a doctor
Benefits & Limitations of Online Doctors
There are many benefits to using an online doctor service, including;
1. Accessibility
Providing online doctor consultations as an interim care giver service used when existing GP practices are either full or unavailable, unlocks supply that has traditionally been inaccessible to patients. Additionally, people in rural and remote areas where in person care is highly limited or non-existent, are able to connect to a doctor in a timely manner without the need to travel long distances.
2. Convenience & Ease
Consult a doctor with the click of a button without ever needing to leave the house. Medical certificates, prescriptions and referrals all delivered to the patients mobile device or email address. With some online doctor services, patients can even get any prescription medicine generated from an online consult delivered direct to their door.
3. Reduced costs for patients
Whilst some consults cannot be bulk billed, there are a range of telehealth services providing well priced, value for money offerings. Fewer and fewer GP practices are able to provide 100% Bulk Billed consultations. As of 2023, the average gap fee for a GP consultation in Australia is $42.44. A traditional medical practice requires patients to book a standard consultation for a medical certificate, referral, or a repeat prescription. Online telehealth services like Hola Health provide heavily reduced rates for services that don’t require the full length of an in-person consultation.
- Telehealth video consultations
- Medical certificates
- Online Prescriptions
4. Travelling for holidays or work
Being in a new place and not knowing where to get access to care can be daunting. Using an online doctor means you don’t need to battle to find a GP practice and secure an appointment.
5. Reduced load on the healthcare system
Online consultations can be quick and effective anytime day or night, reducing the need for patients to attend hospital emergency rooms for non-urgent illnesses.
What equipment do you need to speak to an online doctor?
Here’s the equipment you need to speak to a telehealth doctor:- A device that can be connected to the internet such as a laptop/desktop/mobile phone/tablet
- Active internet connection
- Microphone and speakers
- Web camera
How does an online doctor appointment work?
Patients with minor illnesses, minor injuries, chronic conditions, mental health concerns, or seeking medical advice usually look for a virtual doctor consultation. Here is a step-by-step guide to an online doctor appointment:- Identify a reputed telehealth platform which provides consultations with registered Australian medical practitioners
- Check for the reviews and testimonials of the telehealth provider to understand service quality, speed, and accuracy.
- Go to their telehealth consultations page and request to see a doctor now
- Fill in your details
- Make payment through their secure gateway
- Connect to an online doctor using the link provided
- Speak to an online doctor regarding your medical concerns and seek the help needed.
- After the telehealth consultation, if necessary, the doctor will issue an online prescription via SMS or an online medical certificate via your registered email.
- If the telehealth doctor thinks further investigation is necessary, they might issue either a specialist referral, pathology referral, or radiology referral
Tips for an effective telehealth appointment with an online doctor
Preparing ahead is important to have an efficient telehealth appointment. Here are some tips maximise the use of your consult:- Check your device, microphone, web camera, internet connection ahead of time
- Download the app or visit the consult link to make yourself familiar with the software
- Choose a quiet, well-lit area to take the telehealth call
- Keep your past medical history, documents, and medical records ready and in order
- Write down a list of questions and concerns to ask your telehealth doctor ahead of time
- Ensure you have a pen and paper to record the doctor’s instructions
- Clearly understand the dosage of medicines and any other instructions given.
- Keep the support contact of the telehealth provider ready in case there is any technical issue with the connectivity
Challenges With The Use Of Online Doctors
- Not all consult types can be provided via an online doctor consult. Physical examinations and injections are examples of consultations that still require an in-person visit.
- Internet competence: Patients need to be able to use the application on their chosen device. Some segments of the community, such as the elderly, may not have access to a phone or computer or struggle to use it effectively.
- Availability: Internet access may be limited or even unavailable in some regional and remote areas.
- Access to rebates (government, health insurers) is not always available when using an online doctor.
- Doctors may be unable to prescribe some medicines including sedatives and S8 classification drugs.
- Security & privacy: Whilst reputable online doctors take patient security & privacy very seriously, the nature of the consult being an online transaction means it could be susceptible to risk.
Telehealth and telemedicine have become an essential part of healthcare in Australia. Technology is changing our lives rapidly with convenient time-saving applications everywhere. A recent analysis from McKinsey & Company indicates that telehealth doctor services had stabilized at 38 times pre-covid usage. There is an increase in the willingness to use an online doctor by consumers as well as an acceptance of the change by the broader health industry. Governments have also recognized the need to support this evolving practice of care, enabling regulatory change in support of wider access to telehealth. This area is quickly evolving with innovation fostered by private companies and public organisations alike.
Reference
1. WHO, Medical Doctors per 10,000 (Population) – Reference Link
2. AIHW, General Practice, Allied Health and other primary care services: Reference Link
3. Australian Institute of Health and Welfare – https://www.aihw.gov.au/reports/rural-remote-australians/rural-and-remote-health, 2023
4. McKinsey: Telehealth: A quarter-trillion-dollar post-COVID-19 reality? Reference Link
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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. For emergencies please immediately contact 000.
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