Telehealth vs in-person — when to choose each

Telehealth suits most routine GP consultations: prescription reviews, mental health support, certificates, pathology referrals, and management of stable ongoing conditions. In-person care is necessary when a physical examination is required, for procedures, vaccinations, acute presentations requiring imaging, and situations where your clinician cannot safely assess you remotely. The right choice depends on your clinical situation, and your Abby clinician will always guide you.

What telehealth does well

The majority of GP consultations in Australia can be conducted safely and effectively by telehealth. For the concerns most people see their GP about — ongoing health issues, medication management, mental health, certificates, referrals — the clinical difference between a video consultation and an in-person visit is negligible.

Telehealth is well suited to:

Prescription reviews and ongoing medication management. If you are stable on a treatment and require a review or a repeat prescription, telehealth is the appropriate and efficient option.

Mental Health Care Plans. A GP can prepare, review, and update a Mental Health Care Plan by telehealth. This is a significant access improvement for patients who find it difficult to attend a clinic — whether because of anxiety, distance, or time.

Pathology and imaging referrals. Your GP can order blood tests, urine tests, or imaging by telehealth. You attend a local collection centre; results come back to your Abby record for review.

Medical certificates. For work, school, or carer's leave absences, where clinically appropriate, a certificate can be issued by telehealth.

Chronic disease management. Stable conditions — including controlled diabetes, managed hypertension, asthma reviews, and similar — are regularly and appropriately managed by telehealth, in line with RACGP clinical guidelines.

Follow-up appointments. Reviewing a test result, discussing a referral, or checking in on a treatment response are all well suited to telehealth.

When in-person care is the right call

Telehealth has real limits, and it is important to be honest about them. Some clinical situations require a clinician to be physically present. Knowing when to go in person is part of using telehealth safely.

In-person care is necessary for:

Physical examinations. Listening to the chest with a stethoscope, palpating the abdomen, examining a joint, or assessing a wound all require direct physical contact. These cannot be replicated by video or phone.

Procedures. Skin lesion removal, suturing, joint injections, ear syringing, and similar procedures must be performed in person.

Vaccinations. All immunisations require an in-person visit.

Acute and emergency presentations. Chest pain, breathing difficulties, severe abdominal pain, sudden neurological symptoms, and any presentation where you or a bystander is uncertain about safety should be assessed in person — or by calling 000. Telehealth is not appropriate for medical emergencies.

Presentations where visual assessment is essential. Some skin conditions, eye presentations, injuries, and acute infections require a clinician to see them directly, particularly where the appearance changes the clinical decision. Video can help in some of these situations, but it is not a substitute for in-person examination.

Certain first presentations of complex concerns. If you have a new and undiagnosed concern involving multiple body systems, or a presentation that your clinician cannot fully assess remotely, they may recommend that you attend in person as a first step.

For a comprehensive list of what telehealth cannot safely do, see what telehealth can't do — the safety limits.

Making the choice: a practical guide

If you are unsure whether your concern suits telehealth or requires an in-person visit, the following questions are a useful starting point:

Does your concern require a physical examination? If your symptoms could only be properly assessed by touch or by a clinician being physically present — a lump, a rash that has changed, chest pain, an injury — consider in-person care first.

Is this a follow-up, a review, or a routine management appointment? If you are already being treated for a known condition, telehealth is almost certainly appropriate.

Is this an emergency? If you think it might be, call 000 or go to your nearest emergency department. Do not wait for a telehealth appointment.

Have you had this conversation with a clinician before? If a clinician already knows your history and you are discussing a concern they are familiar with, telehealth is likely suitable. If this is a new and unfamiliar presentation, mention that when booking.

What happens if your telehealth appointment reveals you need to be seen in person

This is a normal and common part of how telehealth works. If your Abby clinician assesses your concern and concludes that you need a physical examination, a procedure, or emergency care, they will tell you clearly. They can provide a referral letter, recommend a specific clinic or facility, and advise on the urgency. You will not be left without a clear next step.

Before every Abby consultation, Abby AI, our medical AI, prepares a structured brief so your clinician arrives at the call informed about your history and the reason for your visit. Abby AI never diagnoses or replaces your clinician's judgment — it supports them so the consultation is as efficient and thorough as possible.

Telehealth for patients without easy access to a clinic

For Australians living in rural or remote areas, or those without a regular GP, telehealth can restore access to consistent, ongoing care that might otherwise be out of reach. At Abby, three in four patients see the same clinician again at their next appointment (Abby Health internal data, Q1 2026) — which means continuity of care is achievable even when you are far from the nearest clinic.

All Abby Health practitioners hold current AHPRA registration. Appointments are bulk billed for eligible patients. For more on whether telehealth is right for your specific situation, see when telehealth is right for you. To book, visit abbyhealth.app/book or return to the Appointments help hub.

Frequently asked questions

Can I always choose telehealth, or does my clinician decide?

You can book a telehealth appointment, but your clinician has a duty of care to tell you if in-person assessment is needed. If the clinical picture requires it, they will say so — and will not proceed with a telehealth consultation where doing so would compromise your safety or the quality of your care.

Is telehealth cheaper than seeing a GP in person?

At Abby Health, appointments are bulk billed for eligible patients regardless of whether they are by telehealth or phone. There is no additional cost for telehealth. For patients at in-person clinics, gap fees vary by practice; at Abby, you do not travel to receive care.

What if I need a physical examination but can't easily get to a clinic?

This is a genuine challenge for many Australians, particularly in rural and remote areas. Your Abby clinician can discuss the options available to you — including referral to a local clinic, imaging centre, or allied health provider — and can help coordinate what is needed without requiring you to organise everything alone.

Can a GP diagnose me by telehealth?

A clinician can reach a clinical assessment and provide a diagnosis by telehealth for many conditions. Whether a telehealth assessment is sufficient to reach a diagnosis depends on the nature of the presentation. Your clinician will tell you if further in-person assessment or investigation is needed before a diagnosis can be made.

What if I'm not sure whether my concern is urgent?

If you are uncertain whether your concern is urgent, call 000 or present to your nearest emergency department. Do not delay emergency care to wait for a telehealth appointment. If your concern is not an emergency but you are unsure of its severity, the Abby booking flow can help guide you, and your clinician will assess urgency at the start of the consultation.

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