What is Telehealth?

This blog is for educational purposes only and does not replace professional medical advice or diagnosis. If you have health concerns, consult an AHPRA-registered telehealth doctor or request a medical certificate online if clinically appropriate. Please note: Hola Health does not currently offer Mental Health Care Plans.

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Overview

Since the COVID-19 pandemic, telehealth has rapidly emerged as one of the frequently utilized health care delivery options across all Australian states and territories. Providing people with family commitments and mobility challenges a real chance to speak with a doctor without leaving their homes. But telehealth will not meet all patients’ daily health needs, and some conditions cannot be managed safely online. It is important to learn about when virtual care is suitable and when an in-person visit is necessary.

Note: The content of this blog is for informational purposes only and does not replace professional medical diagnosis, advice, or treatment.

What is telehealth?

Telehealth is a method of delivering health care remotely via technology, such as phone calls or video consultations. Patients can connect with a registered doctor from their home, rather than attending a clinic in person. Telehealth services in Australia include:

• Medical advice and symptom reviews
• Prescription renewals (if clinically appropriate) and medication management
• Referrals to a specialist (if clinically appropriate)
• Follow-up consultations for ongoing conditions

While telehealth is great for increasing the accessibility of health care, it does not work for all conditions and circumstances.

How common is telehealth in Australia?

Telehealth has now become a crucial part of Australia’s healthcare system. During the COVID-19 pandemic, the Australian Government expanded Medicare telehealth services, enabling millions of Australians to access GP consultations remotely. According to the Australian Bureau of Statistics1, 22.5% of Australians used telehealth services in 2024-25.

Telehealth has significantly grown in Australia, especially since the COVID-19 pandemic. In 2024, there were 32.5 million telehealth consultations through Australia’s public system.

How telehealth works

Telehealth sessions often follow a basic procedure.

• The patient schedules a telehealth appointment with a healthcare provider or digital platform.
• The consultation is conducted by phone or via video conferencing at the scheduled time.
• The healthcare professional inquires about symptoms, medical history, and current concerns.
• The doctor offers medical advice, treatment recommendations, and lifestyle suggestions.
• If necessary, medications, referrals, or follow-up visits are scheduled.

This procedure enables patients to obtain expert medical treatment remotely while remaining in contact with their healthcare professionals.

Telehealth vs in-person GP visits: What’s the difference?

Feature	Telehealth consultation	In-person GP visit
Location	Speak with a doctor from home	Visit a clinic physically
Examination	No physical examination	Doctors can physically examine the patient
Convenience	Consult from your choice of location; reduced travel requirements	Allows for comprehensive physical examination and immediate diagnostic tests.
Suitable for	Minor issues, advice, follow-ups	Complex conditions, physical symptoms
Technology	Phone or video call	Face-to-face consultation

Telehealth is suitable for simple or routine healthcare needs, while in-person GP visits are ideal when a doctor needs to examine a patient physically.

Types of telehealth services

Telehealth is much more than just a quick chat with a GP. Here’s what you can access remotely in Australia:

• GP consultations
• Specialist referrals
• Prescriptions and repeats
• Allied health services
• Sick leave certificate
• Follow-up appointments
• Chronic disease management
• Sexual and reproductive health
• Maternal and child health

Understanding minor vs major health concerns

Not every medical concern requires a doctor’s visit, but certain symptoms should never be ignored. Minor health concerns are often modest, manageable, and low-risk, whereas major health issues frequently involve severe symptoms and require physical examination and testing.

Minor health concerns	Major health concerns
Mild cold or flu symptoms	Chest pain or breathing difficulties
Hay fever and seasonal allergies	Severe injuries
Mild skin irritation and rashes	Persistent pain
Prescription renewals	Sudden neurological symptoms
General medical advice	Symptoms requiring urgent testing

Minor health concerns commonly managed through telehealth

Many common medical issues can be safely evaluated via telehealth. For non-urgent symptoms, online healthcare may offer rapid access to professional guidance without lengthy waiting periods.

Cold, flu, and mild respiratory symptoms

Telehealth may be appropriate for:

• Mild sore throat, cough, or congestion
• Cold and flu symptoms that do not cause breathing difficulty
• Mild fever supportive care advice
• Recovery tips for viral illnesses

A doctor can evaluate symptoms, offer therapy, and determine whether more medical care is necessary.

Allergies and hay fever

Telehealth may help manage the following:

• Seasonal allergies and pollen-related problems
• Sneezing, irritated eyes, and nasal congestion
• Information on antihistamines and management options
• Medication review for prolonged allergy management

Urgent medical attention is required for severe allergic reactions resulting in swelling or breathing issues.

Skin conditions

Many skin issues can be addressed online, especially through video consultations or photo assessments. Examples include:

• Mild eczema or dermatitis
• Acne issues
• Minor rashes
• Skin discomfort or allergic reaction

Note: Doctors may offer prescribe medication whenever appropriate. Some skin conditions may require a physical examination, in-person assessment, or testing that cannot be performed via telehealth.

Prescription renewals and medication reviews

Telehealth can be a handy way to renew routine prescriptions (if clinically appropriate), particularly for those with chronic health concerns. Doctors may reassess your symptoms, determine if medications are still appropriate, and provide script refills (if clinically appropriate).

General health advice and referrals

Telehealth appointments may be useful for:

• Addressing non-urgent health conditions
• Understanding the symptoms before deciding on management
• Receiving recommendations from specialists
• Receiving pathology or imaging referrals as needed

What conditions can be managed through telehealth?

Many everyday health concerns can be managed through telehealth, including:

• Cold and flu
• Chest Infections
• Skin conditions
• Minor infections
• Digestive issues
• Urinary tract infections
• Mental health concerns
• Sleep problems and fatigue
• General health advice and preventative care discussions

Note: If you are experiencing life-threatening symptoms, such as chest pain or difficulty breathing, call 000 immediately or visit the nearest Emergency Department.

When is telehealth the best option?

Telehealth is often the most practical and convenient option when a physical examination is not required.

Common situations include:

• Discussing minor or early symptoms
• Prescription renewals
• Discussing test results
• Follow-up appointments
• Mental health conditions
• Managing chronic conditions
• Medical advice or second opinions
• Patients with limited mobility or living in remote areas

When should you visit a GP in person instead?

While telehealth is beneficial, some health concerns still require a doctor to examine the patient in person. Physical examinations help doctors make accurate diagnoses.

Here are a few situations that require an in-person GP visit:

• Severe pain
• Injury
• Worsening symptoms
• Swelling or lumps
• Vaccinations
• Skin conditions that need examination
• Physical check-ups
• Diagnostic tests

Health concerns that may need an in-person assessment

While telehealth can be a helpful initial step, certain illnesses are best checked in person. A physical examination enables clinicians to fully examine symptoms and uncover those that may not be evident on a computer.

Note: Telehealth may not be suitable for abdominal pain, neurological symptoms, or severe injuries.

Persistent or severe pain

In-person assessments may be required for:

• Ongoing abdominal pain
• Severe headaches
• Persistent back pain
• Pain that intensifies or does not get better

A physical examination can help identify the underlying cause and determine whether additional testing is necessary.

Injury and physical trauma

Telehealth may not be appropriate for:

• Suspected fractures or fractured bones
• Deep wounds require sutures
• Sports injuries that impede movement
• Head traumas or extreme swelling

These disorders frequently need hands-on evaluation or imaging.

Symptoms requiring a physical examination.

You may require an in-person visit if you exhibit:

• Unexplained lumps and swelling
• Persistent fever
• Severe skin infections
• Ear infections that require inspection
• Significant respiratory issues

Conditions requiring diagnostic testing

Certain health conditions necessitate scans, examinations, or laboratory investigations. Examples include:

• Blood testing for persistent symptoms
• X-rays of injuries
• Ultrasound or imaging scans
• Heart examinations for worrying signs

Symptoms that require immediate in-person medical care

Some symptoms require urgent medical care and should not be managed through telehealth alone.

Seek immediate in-person care if you experience:

• Chest pain
• Breathing difficulties
• Heavy bleeding
• Signs of stroke
• Sudden weakness or numbness
• Severe abdominal pain
• Confusion or loss of consciousness
• Severe pain

In case of a medical emergency, call 000 or visit your nearest Emergency Department (ED) immediately.

Medical emergencies when telehealth is not acceptable

Telehealth should not be used in an emergency. Immediate medical attention is required if someone encounters:

• Chest discomfort or pressure, which might indicate a heart condition
• Sudden respiratory difficulties or severe shortness of breath
• Symptoms of stroke include weakness, disorientation, or trouble speaking
• Severe allergic responses that cause swelling or breathing problems
• Heavy blood loss or major injury
• Loss of consciousness or seizures

If you experience severe, worsening, or life-threatening symptoms, call 000 immediately or attend your nearest Emergency Department (ED).

Can telehealth help identify when you need in-person care?

Yes, telehealth can be used as a healthcare triage tool. A doctor can evaluate your symptoms and recommend the most effective action. Telehealth doctors may:

• Evaluate symptom severity
• Recommend home therapy for mild ailments
• Determine whether a clinic visit is necessary
• Schedule referrals for specialists or testing
• Recommend immediate medical attention if necessary

his saves time and allows patients to seek the appropriate level of management sooner.

How doctors decide between telehealth and in-clinic visits

Doctors use their clinical judgement to decide if telehealth is appropriate. If a physical check-up is necessary, they may recommend visiting the clinic.

Factors doctors consider include:

• Patient’s medical history
• Type and severity of symptoms
• Risk of serious illness
• Need for tests or physical examination
• Whether visual assessment is sufficient

How to book a telehealth appointment

Booking a telehealth appointment is simple and often takes just a few minutes. Here’s how it works:

1. Choose a telehealth provider: Select an Australian-registered provider with qualified doctors.

2. Select your appointment type and time: Most platforms let you book online or through an app.
3. Enter your details: You will need to provide your Medicare card number, contact details, and a brief description of your concern.
4. Receive a confirmation: You will get an email or SMS confirming your appointment time and instructions on how to join the session.
5. Attend the consultation: Join the call at your scheduled time via a secure link.
6. Receive your outcome: Prescriptions, medical certificates, or referrals are sent to you electronically, usually via SMS or email, after the consultation.

What happens during a telehealth consultation?

A telehealth consultation feels quite similar to any other doctor’s visit, just without the waiting room. Here’s what usually happens:

• Introduction and verification: The doctor will verify your identity, Medicare details, and the reason for your visit.
• Symptom discussion: You discuss your symptoms and medical history
• Questions from the doctor: The doctor may ask a few questions to get a clearer picture of your health situation.
• Diagnosis and assessment: Based on your discussion, the doctor will advise you on the next steps.
• Treatment plan: This may include lifestyle recommendations, a prescription, a referral, or advice to seek in-person care if needed.
• Follow-up: The doctor may schedule a follow-up appointment.

Most telehealth consultations last between 10 and 20 minutes, just like a standard GP visit.

Prescriptions, referrals, and medical certificates via telehealth

Telehealth doctors can provide prescriptions and medical certificates only when clinically appropriate and following a thorough medical assessment. Prescription of certain medications may not be available via telehealth.

These may include:

• Specialist referrals
• Medical certificates for work or school
• Electronic prescriptions
• Follow-up care advice
• Pathology or imaging requests

Getting your prescription online

In today’s digital world, getting a prescription doesn’t always require an in-person visit to the doctor. With telehealth services, you can consult with a doctor online and receive a prescription quickly and conveniently.

Whether it’s for a common illness, ongoing treatment, or a repeat prescription, telehealth makes managing your health simpler and more efficient. Ensure the pharmacy verifies the prescription before dispensing medications to maintain safety and compliance.

Steps to acquire a prescription online:

1. Schedule a telehealth consultation. You can start here.
2. Discuss your symptoms and medical history with your doctor.
3. If necessary, the doctor will prescribe the prescription.
4. Receive the prescription electronically, which you may either pick up from your pharmacy or have delivered.

Getting your doctor’s certificate online

Need a doctor’s certificate online for employment, education, or other reasons? Telehealth allows you to receive one quickly and conveniently, if deemed appropriate based on the doctor’s professional judgement, eliminating the need for an in-person visit.

Whether it’s a sick note for a few days off or a medical certificate for a longer amount of time, telehealth provides a quick and easy solution to handle this.

Here are the steps required to receive a doctor’s certificate:

1. Choose your appointment type.
2. Explain the reason for your certificate request (e.g., illness, injury).
3. The doctor will assess your condition and determine if a certificate is needed.
4. You will receive the certificate electronically, which you can print or forward to your employer or school.

Getting your referrals online

Telehealth referrals provide a simple and effective option to receive the specialised treatment required without the inconvenience of in-person appointments. Telehealth makes it easier and faster to acquire referrals for X-rays, specialist consultations, and additional diagnostic tests.

Steps required to obtain a referral:

1. Schedule a telehealth consultation with your doctor.
2. Discuss your symptoms and the need for a referral.
3. If necessary, the doctor will provide the referral electronically.
4. You can directly schedule the appointment with the specialist or imaging centre.

Benefits of telehealth for patients

Telehealth has several benefits:

• Cost and time saving
• Convenience and comfort
• Reduced exposure to infections
• Mental health access
• Improved access to healthcare

Benefits of telehealth for healthcare providers

Telehealth also has benefits for healthcare providers.

• Improved efficiency in providing care
• Ability to contact patients in various areas.
• Improved appointment scheduling
• Reduced demand on clinic waiting rooms.
• Improved continuity of patient treatment

These benefits contribute to more efficient healthcare delivery systems.

Limitations of telehealth

Although telehealth is useful, it does have limitations.

What telehealth can do	What telehealth cannot do
Provide medical advice	Perform physical examinations
Provide script refills (if clinically appropriate)	Conduct procedures
Arrange referrals	Perform imaging investigations
Review symptoms	Emergency Treatments

Note: Some conditions, such as chest infections or abdominal pain, may require a physical examination or diagnostic tests that cannot be performed via telehealth. In these cases, your doctor will advise you to see a GP in person.

Are telehealth appointments safe and private?

Yes, telehealth appointments in Australia are safe and private, and it’s worth understanding why. Telehealth services follow the same strict regulatory standards as in-person healthcare. All doctors must comply with guidelines issued by the Australian Health Practitioner Regulation Agency (AHPRA), which ensure consultations remain private and confidential.

Patient privacy and confidentiality are critical components of telehealth services.

• Secure communication systems safeguard patient information.
• Doctors maintain professional medical confidentiality requirements.
• Personal health records are managed based on privacy standards.
• Patients are urged to conduct discussions in secluded areas.

These precautions contribute to the safety and confidentiality of remote healthcare.

What should I know before my telehealth visit?

Before your telehealth appointment, keep a few things in mind to guarantee a seamless experience:

1. Ensure technology compatibility: Make sure your device is compatible with the telehealth platform (video call, phone call, etc.) and that your internet connection is reliable.
2. Prepare your health information: Have any pertinent medical documents, symptoms, lab results, imaging reports or prescription lists ready to discuss.
3. Select a quiet location: Choose a discreet, peaceful area with adequate lighting for the consultation.
4. Know your insurance coverage: Check to see if your insurance covers telehealth services and confirm any associated expenses for the visit.

The role of telehealth in modern healthcare

Telehealth now plays a key role in Australia’s healthcare system. It helps improve access to care for people in rural communities, people with mobility issues, or patients seeking timely medical advice. However, telehealth works best when used alongside traditional GP visits rather than replacing them entirely.

Tips for a successful telehealth appointment

Make the most of your telehealth consultation by keeping a few important things in mind:

• Prepare your symptoms and questions
• Ensure you have a stable internet connection
• Keep your Medicare card and medication list handy
• Choose a quiet and private space for your telehealth session
• Keep your medical history handy

How Hola Health may be able to help

Hola Health is an Australian telehealth platform that connects you with registered doctors and nurse practitioners — from the comfort of your home, at a time that suits you. Depending on your situation, a Hola Health clinician may be able to help with:

• 24/7 General medical advice via telehealth doctor consult — talk through symptoms or health concerns with a registered doctor or medical practitioner
• Medical certificate online — for work or personal leave, when clinically appropriate
• Referrals to specialists – or in-person services when needed
• Online prescriptions — at a clinician’s discretion and where clinically suitable
• Pathology or imaging requests — when assessed as appropriate by your treating clinician

Hola Health clinicians are AHPRA-registered Doctors and medical practitioners in Australia. They will always recommend an in-person consultation, specialist referral, or emergency care if that is in your best interest.

Note: Telehealth is not suitable for all conditions. Hola Health does not replace your regular GP, specialist, or emergency services. If you are unsure whether telehealth is right for your situation, we recommend speaking with your usual healthcare provider. In emergencies, call 000.

Conclusion

Telehealth has made it easier for Australians to access healthcare from home. It is useful for managing minor illnesses, seeking medical advice, renewing prescriptions, and attending follow-up appointments without the need to travel to a clinic.

However, certain conditions still require an in-person GP visit, especially when a physical examination, diagnostic tests, or urgent medical care is needed. Understanding when to use telehealth and when to see a GP in person can help ensure patients receive timely and effective care.