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 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.
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.
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 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
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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
Telehealth is essentially any health service which is delivered remotely, usually over the phone or via video call. Examples include a call with your doctor or your physiotherapist. It's a convenient solution for lots of Australians, including those who live remotely, have limited access to transport, struggle with mobility or just have little time to spare.
To access telehealth services, start by getting in touch with your regular GP, if you have one. If you don't have a regular GP, or they don't offer telehealth services, check out this table of state-based telehealth providers.
Previously, bulk-billed telehealth services were only available to a select group of Australians, including those in remote communities or high-risk patients. However, on 30 March, the government expanded eligibility to include all Australians and announced incentives for medical health care practitioners delivering telehealth services.
The government has said these measures will remain in place during the current coronavirus health emergency, but it's not yet clear when things will go back to normal, or if the new telehealth criteria is here to stay.
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. See full bio
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Nicola has written 243 Finder guides across topics including:
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Personal insurance, including car, health, home, life, pet and travel insurance
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