Telehealth has transformed healthcare in Australia, making it easier and more convenient for everyone to access medical services. A telehealth doctor provides care via video calls, phone, or other digital tools, allowing you to consult with a medical professional from the comfort of your home or wherever you are. It’s like having a doctor in your pocket!

Choosing your telehealth doctor

When picking a telehealth doctor, think about:

• Credentials: Make sure the doctor is fully registered and accredited (or that the service states that it is staffed by registered doctors). You can check a doctor’s status online through the AHPRA website. Their details should also be included clearly on any documents or prescriptions issued.
• Specialty: If you need a specialist, make sure the doctor you’re seeing has the right qualifications. 
• Technology: Check that the service’s technology is easy to use and keeps your personal information safe.
• Customer service: Do they offer live chat, a phone line or just an email? This can be important if you need any assistance with your booking.
• Reviews: Check Trustpilot ratings, or other independently verified review websites, such as Product Review. If a service offers a “star rating”, check that it is a true rating backed by a proper review service. Google reviews can be misleading as they are not easily verified, and cannot be tracked closely to a transaction.

Video or phone?

Although video calls are often preferred because they allow the telehealth doctor to observe visual cues, phone calls might be suitable for simple issues or follow-ups, or when a person has technological limitations. The key is that the technology used should match the level of care you need​ (Medical Board Australia)​.

What to avoid in telehealth

Be wary of services that:

• Use text messages or online questionnaires, instead of talking to you in real-time. Not having a phone or video call is deemed poor practice by the Medical Board of Australia. In general, doctors are not fully insured if they do not speak to their patient when providing healthcare. This means if something went wrong, their professional indemnity insurance would not cover the damages.
• Are unclear about who is treating you—make sure you know if it’s a doctor, nurse, or another type of health provider.
• Rely too much on phone calls when a video would be better.

During your telehealth appointment

A good telehealth doctor will:

• Confirm your identity at the start.
• Explain their diagnosis and your treatment options clearly.
• Ask for your permission before proceeding with any new treatment plans.

When a telehealth doctor might not be right

There are times when it’s better to see a doctor in person, especially for emergencies, complex diagnoses, or when a physical examination is required. If in doubt, you can still start with a telehealth call, and your doctor may be able to start the process of assessing you, and can advise if a face-to-face visit becomes necessary​ (AHPRA)​. However, it is important to note that if you have chest pain, severe shortness of breath, or feel very unwell, you should call an ambulance or present in person to an emergency room.

Choosing the right telehealth provider can make all the difference in managing your health effectively from the comfort of your home. Remember, it’s about finding a balance between convenience and comprehensive care.

For more information, visit the Medical Board of Australia’s telehealth guidelines.