How Do Telehealth Appointments Work? Phone & Video Explained

A telehealth appointment starts with booking a phone or video consultation, receiving the appointment details, and being available at the scheduled time. The GP then confirms your identity, asks about your symptoms or request, reviews your relevant medical history, gives medical advice, and organises the next step.

That next step can include an eScript, medical certificate, referral, pathology request, imaging request, follow-up appointment, or an in-person visit if the concern needs a physical examination.

The process is simple, but it is still a proper medical consultation. The GP needs enough information to assess your issue safely and decide whether phone or video care is appropriate.

Is a Telehealth Appointment a Phone Call or Video Call?

A telehealth appointment is either a phone call or a video call. The format depends on the clinic, appointment type, provider setup, and the health concern.

How Does a Video Telehealth Appointment Work?

A video telehealth appointment is conducted via a secure video link or platform. You join from a phone, tablet, or computer, then speak with the GP face-to-face on screen.

The usual video process looks like this:

1. You book the appointment online or by calling the clinic.
2. The clinic sends a video link or joining instructions.
3. You open the link before the appointment time.
4. You allow camera and microphone access.
5. You wait for the GP to join the video call.
6. The GP confirms your identity.
7. You explain your symptoms, concern, or request.
8. The GP asks clinical questions and uses the video view when it helps.
9. The GP explains the next step.

Video always works better than phone, especially when visual communication adds value. It suits mental health discussions, medication reviews, follow-ups, care planning, detailed symptom explanations, and conversations where facial expression, body language, or visual context helps the GP understand the situation.

Before the appointment begins, check your device’s charge, internet connection, microphone, camera, privacy settings, and lighting. This avoids interruptions and ensures the appointment ends on time, giving you your money’s worth and saving you time.

How Does a Phone Telehealth Appointment Work?

In phone telehealth, you speak with a healthcare provider using a mobile or landline phone. Your GP calls the number provided at booking, confirms your details, asks clinical questions, and manages the issue when the concern is suitable for phone care.

The usual phone process looks like this:

1. You book a phone appointment.
2. You keep your phone nearby at the appointment time.
3. The GP calls the number you provided.
4. The GP confirms your identity using your name, date of birth, and other basic details.
5. You explain the reason for the appointment.
6. The GP asks targeted questions.
7. The GP reviews relevant history, medications, allergies, and risk factors.
8. The GP gives advice and organises the next steps.

Phone telehealth works well for simpler, highly focused GP needs such as repeat prescriptions, medical certificates, referral requests, test result discussions, medication reviews, simple follow-ups, known condition check-ins, and general GP advice.

What Happens During a Telehealth Appointment?

During a telehealth appointment, the GP follows a clinical process rather than a casual chat. The GP usually:

• confirms your identity
• asks what the appointment is about
• checks when symptoms started
• asks what has changed
• reviews current medications
• asks about allergies
• checks relevant medical history
• asks about red flag symptoms
• explains likely next steps
• provides medical advice
• arranges prescriptions, certificates, referrals, pathology, imaging, or follow-up when clinically appropriate

A good telehealth consultation gives the GP enough information to make a safe decision. The doctor still assesses the concern, documents the appointment, gives advice, and decides whether phone or video care is enough.

What Happens After the Telehealth Appointment?

After the appointment, the GP organises the next step based on the consultation. This includes:

• eScript sent by SMS or email
• referral letter prepared or sent
• pathology request arranged
• imaging request arranged
• medical certificate issued
• medication review completed
• follow-up appointment booked
• in-person appointment arranged when examination is needed

During a telehealth consultation, a doctor can send an electronic prescription by SMS or email as an alternative to a paper prescription. Patients can then take it to the pharmacy or send it to the pharmacy for a supply.

What Can a Telehealth Appointment Help With?

Telehealth works best for health concerns that do not need a hands-on examination. Common reasons for a GP telehealth appointment include:

• repeat prescriptions
• medical certificates
• referral renewals
• test result reviews
• simple illness advice
• medication checks
• mental health follow-ups
• chronic condition check-ins
• contraception discussions
• general GP advice
• follow-up after a previous appointment

In Australia, healthcare providers such as GPs, specialists, allied health professionals, mental health professionals, and nurse practitioners provide telehealth services.

How to Prepare for a Phone or Video Telehealth Appointment?

Good preparation makes the appointment smoother and more helpful. Before the appointment:

• charge your phone or device
• check your internet connection for video
• test your camera and microphone
• download any required software or app
• sit in a private, quiet place
• use good lighting for video
• keep your Medicare card nearby
• write down symptoms and when they started
• list current medications
• note allergies
• keep recent test results nearby
• know your preferred pharmacy
• prepare your main questions

Do not rush the consultation. Explain the issue clearly, including when it started, what changed, what you tried, and what you need help with today.

When Is Telehealth Not Suitable?

Telehealth is not intended to replace essential visits to the doctor. It is not suitable when the GP needs a physical examination, procedure, close inspection, urgent assessment, or emergency care. Book an in-person appointment instead of telehealth for:

• vaccinations
• procedures
• full skin checks
• suspicious mole checks
• ear examinations
• abdominal examinations
• injury assessment
• pregnancy concerns needing examination
• symptoms requiring vital signs or hands-on assessment

Call 000 for chest pain, breathing difficulty, severe pain, heavy bleeding, collapse, suspected stroke symptoms, serious injury, or immediate danger.

Does Telehealth Replace Seeing a Doctor in Person?

No, telehealth does not replace in-person care. It simply gives patients another way to access healthcare when the concern is best addressed by phone or video.

Telehealth offers convenience and improves access for people with mobility limitations or those living in rural areas without nearby clinics. However, not every health concern can be assessed remotely. That’s why virtual care has limits.

The best use of telehealth is as part of ongoing GP care. These appointments work well alongside in-person reviews, pathology, imaging, prescriptions, referrals, and follow-up appointments.

FAQs

What is a telehealth appointment?

A telehealth appointment is a healthcare consultation conducted by phone or video rather than in person at the clinic. It is used when the doctor decides a physical examination is not required.

Is a telehealth appointment a phone call or a video call?

A telehealth appointment is either a phone call or a video call. The format depends on the clinic, appointment type, and health concern.

How does a video telehealth appointment work?

You receive a video link or joining instructions. Open it on a phone, tablet, or computer, confirm your details, explain your concern, and speak with the GP via video.

How does a phone telehealth appointment work?

The GP calls the phone number provided at the time of booking, confirms your identity, asks clinical questions, provides advice, and arranges prescriptions, certificates, referrals, tests, or follow-up when appropriate.

Can a GP prescribe medication through telehealth?

Yes, a GP can prescribe medication via telehealth when the consultation provides sufficient clinical information to make a safe prescribing decision. Electronic prescriptions are commonly sent by SMS or email.

Can I get a medical certificate through telehealth?

Yes, a GP can issue a medical certificate via telehealth when the consultation supports it clinically, and if the doctor has sufficient information to confirm illness, injury, or carer’s leave.

When do I need an in-person appointment instead?

You need an in-person appointment when the GP needs to examine you physically, perform a procedure, closely assess a skin concern, evaluate an injury, or respond to symptoms that require urgent care.

What should I prepare before a telehealth appointment?

Right before your telehealth appointment, get ready to answer your phone or device, have an active internet connection, stay in a quiet, private space, have your Medicare card, prepare a note or remember your symptoms, grab your medication list, recent test results & pharmacy details, list your allergies, and prepare any questions for the GP.