Telehealth consultation: what to expect

At a telehealth consultation, you talk with a health practitioner live, from home, instead of in a clinic room. It runs much like any appointment. Your practitioner asks about your health, listens to what you’d like help with and explains your options. Some concerns still need someone to see you in person, and your practitioner should tell you when.

Key points

A telehealth consultation is live, usually by phone or video, and runs much like a clinic visit.
Have your medicines list, your questions and any recent results ready before it starts.
Expect to confirm who you are and who else is in the room.
Some concerns need a hands-on exam, so your practitioner may suggest in-person care.

What is a telehealth consultation?

A telehealth consultation is a live health appointment that happens away from the clinic, usually by phone or video. Healthdirect describes virtual care as getting health services “via phone, video or online messaging instead of visiting a healthcare professional in person.” The format depends on the service, so check your booking details.

The live part matters. The Medical Board of Australia’s telehealth guidelines say the Board doesn’t support prescribing or giving care without a live, direct consultation. An online chat or a form on its own doesn’t count as the appointment.

How do I prepare for a telehealth consultation?

Spend 10 minutes getting ready the day before. Find a private room, charge your device and write down your medicines and your questions. If the appointment is by video, test your camera and microphone. Keep your phone charged and close by as well.

A short checklist helps:

A private, quiet spot. Pick a room where you can talk openly and won’t be overheard.
Your medicines list. Healthdirect suggests a written list of all your medicines, including over-the-counter medicines and supplements like vitamins.
Your questions, most important first. Time can go quickly, so lead with what matters most to you.
Recent results or letters. Have them open on your screen or printed, if you have them.
Something to take notes with. A pen and paper is fine.

What will the practitioner ask?

Expect questions about why you booked, your medical history, your medicines and any allergies. Most practitioners also ask about sleep, activity, alcohol, smoking and stress, because these affect almost every health concern. They may ask about your family’s health history too. None of this is a test. It gives them the context to give useful advice.

They’ll usually start by confirming who you are. The RACGP’s telehealth principles say this can be as simple as your name, address and date of birth. The Medical Board’s guidelines also ask practitioners to confirm “any other persons present at each consultation.” So if a partner or carer is joining you, say so at the start.

You can also ask how the consultation will run. That includes whether it’s recorded, or whether an AI scribe will take notes. Your practitioner should be happy to explain.

You might have more than one thing on your mind, such as weight and energy, or recovery and skin. If so, bring the whole list and say it early. Your practitioner can then plan the time so nothing gets squeezed in at the end.

What questions should I ask during the consultation?

Ask whatever helps you understand your health and your next step. Healthdirect’s list of questions to ask your doctor starts with plain ones, such as “What is the name of my health condition? Could you write it down?” and “Do I need treatment?” Good extra questions for a telehealth consultation:

Do I need to be seen in person for any part of this?
Will I need any tests, and what will they cost?
What happens next, and who do I contact if things change?
Will you share this with my usual GP?

Before you hang up, repeat the plan back in your own words. It’s a quick way to check you’ve both understood the same thing.

What can telehealth do, and what can’t it?

Telehealth works well for conversations. A practitioner can take your history, talk through symptoms, review results you already have, explain options and arrange follow-up. It can’t replace a hands-on examination. Listening to your chest, feeling your abdomen or looking closely at a skin spot all need you in the room.

The Medical Board’s guidelines are direct about this. Telehealth “should not be considered as a routine substitute for in-person consultations.” The Board also says it is generally most suitable where there is “a continuing clinical relationship” with the patient.

Telehealth usually suits:

talking through a health concern and your history
going over test results you already have
discussing options and next steps
follow-up appointments

Telehealth usually can’t do:

a physical examination
procedures or anything that needs equipment in the room
emergency care

When is in-person care better?

Book in person when a practitioner needs to examine you or a symptom is new and getting worse. It also makes sense when your connection or privacy makes it hard to talk. Your practitioner might raise it partway through a call. The Medical Board’s guidelines say doctors must “make arrangements for the patient to be seen in-person, if necessary.”

Some situations point to in-person care from the start:

A new or changing skin spot. It needs a close look, and our guide on when to see a practitioner about your skin covers the signs.
Pain that needs a hands-on check. Some problems can only be judged by touch.
Anything urgent. For chest pain, trouble breathing or another emergency, call 000. For health advice outside an emergency, the Healthdirect helpline is 1800 022 222.

The same guidelines expect practitioners to tell you when you may need to be seen in person. Hearing that from your practitioner is part of good care.

What happens after a telehealth consultation?

Your practitioner explains what comes next. That might be advice, more tests, a referral to another health professional, a follow-up appointment or no treatment at all. If deemed medically appropriate, they may also talk you through treatment options and the reasons for them. Ask for anything you’re unsure about in writing.

Your usual GP can stay in the loop. With your consent, the Medical Board’s guidelines ask doctors to tell your GP about tests, referrals, advice and medicines. If tests are needed, you can read why bloods often come before a health plan.

Common questions about telehealth consultations

What if the call drops partway through?

Wait a moment and keep your phone nearby. The RACGP advises practices to plan for technical problems, for example by finishing an interrupted video consultation by phone. Your practitioner will usually try to reach you again.

Can a family member or carer join me?

Yes. Tell your practitioner who is with you at the start. The RACGP’s principles say everyone taking part should introduce themselves, and your consent is confirmed before they stay.

Do I still need my usual GP?

It’s worth keeping them. Telehealth fits well alongside a GP who knows your history. Keep seeing them for regular checks and anything that needs an exam.

How long does a telehealth consultation take?

It depends on the service and how much you want to cover. Ask when you book, and mention if you have several things to discuss.

Telehealth consultations at Bio Chain Clinic

At Bio Chain Clinic, every consultation is live with an Australian-registered practitioner. It starts with a short assessment, so your practitioner knows what you’d like to cover. You’ll see the consultation fee before you book. The clinic is veteran owned and run, from Tingalpa in Brisbane’s east.

You can see each step on the how it works page or browse the health areas we cover. Our frequently asked questions answer the common ones. When you’re ready, Book consultation.

Sources

Healthdirect, Virtual care clinics, last reviewed July 2025.
Healthdirect, Questions to ask your doctor, last reviewed December 2024.
RACGP, Principles for conducting telehealth consultations.
Medical Board of Australia, Guidelines: Telehealth consultations with patients, page reviewed 1 September 2023.