How do I join my appointment?

How do I join my Abby Health telehealth appointment?

To join your Abby Health telehealth appointment, open the app and tap Join Video Call a few minutes before your scheduled time — you will enter a virtual waiting room until your clinician is ready. For phone consultations, your clinician will call you from 0483 957 072 at the booked time. Make sure your phone is not on silent.

Joining a video consultation: step by step

Video consultations run directly through the Abby Health app or web portal. Here is how to join:

1. Open the Abby Health app on your phone, tablet, or laptop.
2. Tap Appointments in the main menu.
3. Find your upcoming appointment and tap Join Video Call. This button appears approximately 5 minutes before your scheduled start time.
4. Grant camera and microphone permissions if prompted — your device will ask the first time you use the video call feature.
5. You will enter a virtual waiting room. Stay on the screen; your clinician will join as soon as they are ready.

If you are joining from a browser rather than the app, use Google Chrome or Safari for the best experience. Other browsers may not fully support the video call feature. For more detail on supported devices, see what devices and browsers work for telehealth calls.

Joining a phone consultation

Phone consultations work differently — there is nothing to tap or open when it is time. Your clinician will call you directly at your scheduled appointment time. Calls come from 0483 957 072. Save this number in your contacts so you recognise it.

Before your appointment:

• Make sure your phone is not on silent or in Do Not Disturb mode.
• Check that call forwarding is not active unless you intend for the call to redirect.
• Confirm your phone number is correct in the Abby Health app under your account settings.

If you are unsure whether phone or video is the better choice for your concern, our guide on how phone consultations work and when they are appropriate can help.

What if the Join Video Call button is not showing?

The join button appears approximately 5 minutes before your appointment. If you cannot see it:

• Check the time — it may not yet be close enough to your scheduled start.
• Refresh the app by closing and reopening it.
• Confirm your appointment is still active under the Appointments tab.
• Check your internet connection is active.

If your appointment is showing but you still cannot join after refreshing, contact the Abby Health support team via live chat in the app. See how to contact the Abby support team for all contact options.

How do I prepare before joining?

A few simple checks before your appointment time will reduce the chance of any disruption:

• Move to a quiet, private location where you can speak freely.
• Connect to Wi-Fi if you are using video, to avoid mobile data interruptions.
• Have any relevant health information nearby — current medications, recent test results, or notes about your symptoms.
• Close other apps that may be using your camera or microphone.

For a full preparation guide, see preparing for your telehealth appointment.

What happens if something goes wrong during the call?

Technical issues during appointments are uncommon but can happen. If your video call drops or freezes, leave the call, close the app fully, and rejoin using the Join Video Call button in the Appointments tab. For phone calls, your clinician will attempt to call you back if the line drops. If you cannot reconnect, see what to do if you have a technical issue during your appointment.

If your symptoms are severe or worsening at any point, call 000 or go to the nearest emergency department. For non-emergency advice between appointments, Healthdirect runs a 24-hour nurse helpline funded by the Australian Government.

Telehealth consultations through Abby Health are delivered as Medicare-funded items where you and your clinician meet eligibility under MBS Online, the official Medicare Benefits Schedule.

How Abby can help

Abby Health is an online-first clinic with more than 300 clinicians available 7 days a week. Whether you are joining your first appointment or your fiftieth, the process is simple and your clinical history travels with you. Abby appointments are bulk billed for eligible patients with a valid Medicare card. Book or manage your appointments at abbyhealth.app.