A telehealth appointment allows patients to speak with a GP by phone or video when it is clinically appropriate. It can be a practical option for simple GP advice, repeat prescription requests, referrals, test result follow-ups, medical certificate assessments, medication reviews, and some ongoing care needs.

Knowing how to book, join, and prepare for a telehealth appointment helps the consultation run more smoothly. It provides the GP with the right information, reduces delays, and helps patients explain their symptoms clearly. Good preparation is especially useful for busy workers, parents, older patients, carers, and patients unsure whether they need a phone or video GP appointment or an in-person visit.

This guide explains how to book a telehealth appointment, how to join a phone or video appointment, what to prepare before the consultation, what to expect during the appointment, and when telehealth may not be suitable.

How to Book a Telehealth Appointment?

You can book a telehealth appointment by choosing a phone or video consult through the clinic’s online booking system or by calling reception, then confirming your appointment time, contact details, Medicare or payment information, and whether telehealth is suitable for your concern. 

The Australian Government Department of Health explains that telehealth allows patients to consult a healthcare provider by phone or video when the provider determines that a physical examination is not needed and telehealth is clinically appropriate. 

When booking, it is important to choose the correct appointment type and confirm whether the appointment will be by phone or video. A GP telehealth appointment should be booked for a concern that can be safely assessed without a physical examination. If the concern may require an examination, procedure, vaccination, urgent review, or hands-on treatment, reception or the GP may recommend an in-person appointment instead.

Booking Online

Online booking is often the simplest option for patients who already know what type of appointment they need. The exact process depends on the clinic’s booking system, but it usually follows a similar pattern.

Patients may need to:

• Choose the clinic location or preferred doctor
• Select a telehealth, phone consultation, or video consultation appointment type
• Choose a suitable appointment time
• Enter personal details
• Add Medicare card details, if required
• Add payment details, if required
• Provide a short reason for the appointment
• Read the appointment confirmation carefully

The appointment confirmation is important. It may explain whether the GP will call you, whether you need to click a video link, whether payment is required before the appointment, and what to do if you miss the call.

Booking by Phone

Booking by phone can be helpful when you are unsure whether telehealth is suitable. Reception can help identify the correct appointment type and explain what options may be available.

Calling the clinic may be useful when:

• You are booking telehealth for the first time
• You are unsure whether you need a phone or video appointment
• You have symptoms that may require an in-person examination
• You need a medical certificate, referral, repeat prescription, or test result follow-up
• You want to ask about fees, Medicare eligibility, bulk billing, or private billing
• You need help choosing the right doctor or location

Reception staff cannot provide medical advice, but they can help with appointment options and may advise whether a GP needs to assess your concern in person.

What Information May Be Needed When Booking?

When booking a telehealth appointment, you may need to provide your full name, date of birth, phone number, email address, Medicare card details, payment information, and the reason for the appointment. It is also helpful to specify whether the appointment is for a repeat script, a referral, a medical certificate, a test result follow-up, or general GP advice. 

Patients may be asked for:

• Full name.
• Date of birth.
• Phone number.
• Email address.
• Medicare card details, if applicable.
• Preferred doctor, if applicable.
• Reason for the appointment.
• Current medications, if relevant.
• Allergies, if relevant.
• Payment details, if required.
• Pharmacy details, if requesting a prescription.
• Whether the appointment is for a repeat script, a referral, a medical certificate, a test result follow-up, or a medication review.

The reason for the appointment does not need to be long. A short and clear note is usually enough.

Examples include:

• “Repeat prescription for regular blood pressure medication.”
• “Follow-up for recent blood test results.”
• “Referral request for specialist review.”
• “Medical certificate assessment for recent illness.”
• “Medication review after side effects.”
• “Mental health follow-up appointment.”

You should avoid writing only “general check-up” if you actually need a specific outcome, such as a prescription, a referral, a test result, or a certificate. A clear reason helps the clinic allocate the right appointment type.

How to Join a Telehealth Appointment?

You can join a telehealth appointment by answering the GP’s phone call at the scheduled time or by clicking the video consultation link sent by SMS or email. The Australian Digital Health Agency describes telehealth as a consultation with a healthcare provider by phone or video call, commonly used when a physical examination is not necessary. 

 

You should use a quiet, private space, keep your phone charged, check your internet connection for video calls, and contact the clinic if you miss the call or cannot join the appointment. 

Some doctors may run slightly early or late because they are caring for other patients. You should allow a small window around the scheduled appointment time in case the GP calls slightly earlier or later. You should avoid booking a telehealth appointment at a time when you cannot answer the phone or speak privately. 

Joining a Phone Telehealth Appointment

For a phone GP appointment, the GP or clinic may call you at the booked time. You should check the appointment instructions to see whether the clinic will call you or if you need to call the clinic.

Before a phone telehealth appointment:

• Keep the phone charged.
• Stay in a quiet and private place.
• Keep the phone nearby during the appointment.
• Answer calls from unknown or private numbers around the appointment time.
• Turn off “Do Not Disturb” mode.
• Keep your Medicare card, medication list, and notes nearby.
• Contact the clinic if the call is missed.

A quiet space matters. The GP may need to ask personal questions about symptoms, medications, mental health, sexual health, family history, work capacity, or other private health details. You should avoid taking the call in a public place, workplace meeting area, shopping center, or while driving.

Joining a Video Telehealth Appointment

For a video GP appointment, you may receive a video link by SMS or email. The link may open in a browser, app, or secure online waiting room, depending on the clinic’s system.

Before a video appointment:

• Click the link a few minutes before the appointment time.
• Allow camera and microphone permissions.
• Check that the camera works.
• Check that the microphone works.
• Use a stable internet connection.
• Sit in a private, well-lit space.
• Place the phone, tablet, or computer on a stable surface.
• Keep the device charged or plugged in.
• Close other apps that may slow the device.

A video appointment can be useful when visual information may help the GP, such as a general review of appearance, breathing effort, mobility, swelling, or a visible concern. It still does not replace a full physical examination when one is needed.

How to Prepare for a Telehealth Appointment?

Good preparation helps the GP understand the problem quickly and safely. It also helps patients remember important details during the consultation.

Before the appointment, patients should:

• Sit in a quiet and private place.
• Keep the phone charged.
• Check the internet connection for video appointments.
• Keep the Medicare card nearby.
• Prepare a list of symptoms.
• Write down when symptoms started.
• Note whether symptoms are improving, worsening, or changing.
• Keep current medication names ready.
• Include medication doses if known.
• List allergies and past reactions.
• Have recent test results, letters, or reports nearby if relevant.
• Prepare questions for the GP.
• Be ready to explain what is needed from the appointment.
• Have pharmacy details ready if requesting a prescription.
• Keep a pen and paper ready to write down instructions.

Patients should mention urgent or concerning symptoms early. Important symptoms should not be left until the end of the appointment.

Examples of important symptoms include chest pain, breathing difficulty, fainting, severe pain, sudden weakness, confusion, heavy bleeding, severe allergic symptoms, or symptoms that feel serious. These symptoms may need urgent care rather than telehealth.

Telehealth Appointment Checklist 

Before the appointment	During the appointment	After the appointment
Confirm whether it is a phone or video appointment.	Answer the call or join the video link on time.	Check whether an eScript, referral, certificate, or request form has been sent.
Check the appointment time and doctor’s name.	Speak from a quiet and private place.	Read any SMS, email, or instructions from the clinic.
Keep your phone charged.	Explain your main concern first.	Book a follow-up appointment if advised.
Test the camera and microphone for video appointments.	Mention when symptoms started.	Arrange an in-person review if recommended.
Keep your Medicare card and payment details nearby if needed.	Tell the GP about current medications and allergies.	Follow safety advice if symptoms worsen.
Prepare symptom notes and questions.	Ask what to do if symptoms get worse.	Call 000 or seek emergency care if symptoms become serious.
Have pharmacy details ready if requesting a prescription.	Confirm next steps before the call ends.	Contact the clinic if something expected does not arrive.

What to Expect During a Telehealth Appointment

A GP will usually confirm your identity and ask about your main concern. The GP may ask about symptoms, medical history, medications, allergies, recent tests, and previous treatment.

During the telehealth appointment, the GP may:

• Give medical advice.
• Provide a repeat prescription if clinically appropriate.
• Arrange a referral if clinically appropriate.
• Provide a medical certificate if clinically appropriate.
• Review test results.
• Request pathology or imaging.
• Recommend an in-person GP appointment.
• Advise urgent care if symptoms suggest risk.

Depending on the situation, the GP may provide advice, issue a prescription if clinically appropriate, write a referral if suitable, provide a medical certificate if appropriate, request pathology or imaging, recommend self-care steps, arrange follow-up, or advise an in-person appointment.

A script, referral, certificate, or Medicare rebate is not automatic. The GP must decide whether the request is clinically safe, appropriate, and consistent with medical standards.

What Can Telehealth Be Used For?

Telehealth can be useful for many everyday GP needs when a physical examination is not required.

Common uses may include:

• General GP advice.
• Repeat prescription requests.
• Referral requests.
• Test result follow-up.
• Medical certificate assessment.
• Medication review.
• Mental health follow-up.
• Chronic disease follow-up.
• Some women’s health advice.
• Follow-up after an earlier in-person appointment.
• Discussion of pathology or imaging results.
• Review of a treatment plan.
• Simple health questions where examination is not needed.

Telehealth is most suitable when the GP can safely assess the concern through conversation, medical history, and available information. It may be less suitable when the GP needs to examine the patient, perform a procedure, give a vaccination, or assess symptoms that could be urgent.

Telehealth for Repeat Scripts, Referrals, and Medical Certificates

Telehealth may be useful for repeat prescriptions, referrals, and medical certificate assessments when clinically appropriate.

A repeat prescription may be suitable when the medication is already known, the patient has used it safely before, and the GP has enough information to continue it. Some medicines may require an in-person appointment, monitoring, a blood pressure check, a blood test, or a medication review before being prescribed again.

A referral request may be suitable when the GP can understand the reason for referral and confirm that specialist care, imaging, allied health support, or another service is appropriate. The GP may still need further information before writing the referral.

A medical certificate may be considered if the GP can properly assess the illness or injury via telehealth. A certificate is not guaranteed. The GP must decide whether it is appropriate based on the available clinical information.

When Telehealth May Not Be Suitable?

Telehealth may not be suitable for medical emergencies, severe symptoms, serious injuries, chest pain, breathing difficulty, heavy bleeding, or conditions that need a physical examination. You should also book an in-person appointment for vaccinations, procedures, full skin checks, or urgent concerns, and call 000 or go to the nearest emergency department if symptoms feel serious. 

In an emergency, call 000 or attend the nearest emergency department. NSW Health advises people to call Triple Zero (000) for life-threatening emergencies, including difficulty breathing, chest pain, severe bleeding, sudden collapse, or serious injury. 

If the GP decides that telehealth is not safe or suitable, they may recommend an in-person GP appointment, an urgent care clinic, an emergency department, a pathology test, imaging, or a specialist review.

What Happens After a Telehealth Appointment?

The next steps depend on the reason for the appointment and the GP’s assessment.

After a telehealth consultation, the patient may receive:

• An eScript by SMS or email. 
• A referral is sent to the patient, specialist, or service provider.
• A medical certificate if clinically appropriate.
• A pathology request.
• An imaging request.
• Written instructions.
• Advice about monitoring symptoms.
• A follow-up appointment.
• A recommendation for an in-person GP visit.
• Emergency advice if symptoms are serious.

The Australian Digital Health Agency explains that electronic prescriptions can be sent as a unique QR barcode token by SMS or email, which the patient can take or share with their pharmacy.

Patients should check their SMS and email after the appointment. They should also confirm where the prescription, referral, certificate, or request form will be sent before the consultation ends. If something expected does not arrive, patients should contact the clinic.

How Much Does a Telehealth Appointment Cost?

The cost of a telehealth appointment in Australia varies between clinics, appointment types, Medicare eligibility, and billing policies. A telehealth appointment may cost $0 out of pocket if it is bulk billed, while a privately billed standard GP telehealth consult commonly costs around $30 to $90.

Longer or more complex telehealth appointments may cost more, often around $90 to $130 or higher, depending on the provider and appointment length. Online script-only or medical certificate services may have lower private fees, often around $18 to $40, but these services may not include a full GP consultation.

Telehealth billing type	Typical cost range	What it means
Bulk billed telehealth	$0 out of pocket	The clinic accepts the Medicare benefit as full payment. Eligibility rules apply.
Standard private GP telehealth	About $30–$90	The patient pays a private fee. A Medicare rebate may apply if eligible.
Long or complex telehealth consult	About $90–$130+	Longer consults may cost more because they need extra GP time and review.
Telehealth without Medicare	About $45–$130	Common for overseas visitors, temporary visa holders, and patients without Medicare.
Online script-only or certificate service	About $18–$40	Fees vary by provider and may not include a full GP consultation or Medicare rebate.

Services Australia explains that Medicare may help with the cost of seeing a doctor, and that if a service is covered, the patient may either receive the service free or pay first and then claim a Medicare benefit. 

Telehealth Appointments at Smith Street Medical

Smith Street Medical offers telehealth appointments where clinically appropriate. Telehealth may be suitable for patients who need simple GP advice, repeat scripts, referrals, test result follow-ups, medication reviews, medical certificate assessments, and some ongoing care needs.

Patients can check appointment availability, appointment type, fees, and suitability before booking. The clinic may recommend an in-person appointment if a physical examination, procedure, vaccination, skin check, or urgent assessment is needed.

FAQs

Can I get a prescription through a telehealth appointment?

Yes, a GP may provide a prescription through a telehealth appointment if it is clinically appropriate and safe. The doctor will still need to assess your symptoms, medication history, allergies, and whether the medicine is suitable before issuing a prescription.

Can I get a medical certificate from a telehealth appointment?

A medical certificate may be provided after a telehealth appointment if the GP can properly assess your condition by phone or video. It is not automatic, and the doctor may recommend an in-person appointment if the illness, injury, or workplace requirement needs a physical examination.

Do I need to be an existing patient to book a telehealth appointment?

Some telehealth appointments may be available only to existing patients, while others may be available to new patients, depending on the clinic, Medicare rules, and the type of concern. You should check with the clinic before booking, especially if you are requesting a repeat script, a referral, a certificate, or a Medicare rebate.

What happens if I miss the GP’s telehealth call?

If you miss the GP’s telehealth call, you should contact the clinic as soon as possible and follow their instructions. The doctor may be able to call again, but this depends on appointment availability, clinic policy, and whether the GP has moved on to the next patient.

When should I book an in-person appointment instead of a telehealth appointment?

You should book an in-person appointment if you need a physical examination, vaccination, procedure, full skin check, wound review, or assessment of symptoms that cannot be safely managed by phone or video. If you have chest pain, severe breathing difficulty, heavy bleeding, serious injury, or symptoms that feel urgent, call 000 or go to the nearest emergency department.