How phone consultations work — and when they're appropriate

A phone consultation is a Medicare-rebated appointment with a GP or Nurse Practitioner conducted by telephone. Your clinician calls you at the scheduled time, takes your history, and provides clinical assessment, prescriptions, referrals, or certificates where appropriate. Phone consults are suitable for many common presentations — particularly where video is not accessible or the concern does not require visual assessment.

What happens during a phone consultation

When you book a phone consultation at Abby, the process follows the same steps as any telehealth appointment. You complete a pre-consult health check — this is where Abby AI, our medical AI, gathers your symptom information, flags your current medications and allergies, and prepares a clinical brief for your clinician. Abby AI never diagnoses or prescribes; it supports your clinician so they arrive at the call already informed.

At the scheduled time, your clinician calls the mobile number on your account. The consultation proceeds like any GP appointment: your clinician takes a history, asks follow-up questions, and advises on next steps. If a prescription, referral, or medical certificate is clinically appropriate, it can be issued during or immediately after the call. Electronic prescriptions are sent to your phone by SMS. Referrals are sent electronically or by email.

The call is private and confidential. Your clinician will not call from a blocked number — if you miss the call, they will attempt to reach you and leave a message if you are unavailable.

Medicare rules for phone consultations

Phone telehealth consultations attract Medicare rebates under specific MBS item numbers, separate from video telehealth items. According to MBS Online, phone consultations are rebated for shorter consultations and in circumstances where video telehealth is not clinically appropriate or technically feasible.

The same 12-month face-to-face requirement that applies to video telehealth also applies to phone consultations in most cases — meaning most patients need to have attended an in-person consultation with a medical practitioner within the preceding 12 months. For a full explanation of this rule and its exemptions, see the 12-month face-to-face rule explained.

Who typically chooses phone consultations

Phone consultations are a practical choice in a range of situations. Patients in rural and remote areas with unreliable internet bandwidth often find phone more reliable than video. Some patients — particularly older Australians less familiar with video calling — find a phone call simpler and less stressful. Others choose phone for privacy: a call can be taken discreetly in a way that a video appointment sometimes cannot.

Phone consultations are also well suited to follow-up appointments where the clinician already knows the patient's situation, or to administrative consultations such as reviewing a test result, discussing a referral letter, or renewing an ongoing prescription.

What a phone consultation cannot do that video can

There are genuine clinical limitations to a phone-only consultation. Your clinician cannot observe visual symptoms: skin changes, rashes, visible swelling, eye presentations, or wound appearance all require either video or an in-person examination. For concerns where what you look like matters as much as what you describe, video or in-person care is more appropriate.

If you are unsure which appointment type suits your concern, the Abby booking flow will ask about your reason for visit and can guide you. Your clinician can also recommend switching to video or attending in person if the clinical picture warrants it.

Abby's approach to phone versus video

At Abby, the choice between phone and video is yours — guided by your clinician's judgment. We do not require video for every consultation. What matters is that you receive safe, thorough care. If your clinician believes a visual assessment is necessary and you are on a phone call, they will tell you clearly and discuss the options.

All Abby Health practitioners hold current AHPRA registration. Appointments are bulk billed for eligible patients. For a broader overview of what telehealth covers and how it works, see what is telehealth. To understand when telehealth is the right choice and when in-person care is better, see telehealth vs in-person — when to choose each. To book an appointment, visit abbyhealth.app/book or return to the Appointments help hub.

Frequently asked questions

Will my doctor call me, or do I call them?

Your clinician calls you. Make sure the mobile number on your Abby account is correct and that your phone is on and nearby at the scheduled appointment time. If you miss the call, your clinician will attempt to reach you again and will leave a message.

Can I get a prescription on a phone consultation?

Yes, where clinically appropriate. Your clinician can issue an electronic prescription during or after the call. The e-script token is sent to your phone by SMS and can be dispensed at any Australian pharmacy.

Is a phone consultation bulk billed?

At Abby Health, appointments are bulk billed for eligible patients. This applies to phone consultations in the same way as video consultations, subject to Medicare eligibility.

What if my concern really needs a video or in-person appointment?

Your clinician will tell you. If what you describe requires a visual assessment or physical examination that a phone call cannot provide, your clinician will recommend a video appointment or refer you to an in-person clinic. You will never be left without a clear next step.

Find Comfort. Abby Health. Care that understands you.