What is telehealth?

Telehealth is a Medicare-funded consultation with a GP or Nurse Practitioner delivered by video or phone — no travel, no waiting room. In Australia, telehealth has been a permanent part of the Medicare Benefits Schedule since July 2022, covering GP visits, Mental Health Care Plans, pathology referrals, specialist referrals, prescriptions, and medical certificates. At Abby Health, appointments are bulk billed for eligible patients.

What telehealth means in Australia

Telehealth describes any clinical consultation delivered remotely — most commonly by video call or phone — that is recognised under the Medicare Benefits Schedule (MBS). The term covers a range of services, from a standard GP consultation to a Mental Health Care Plan review to a Nurse Practitioner assessment. What it does not describe is a message, a chatbot, or an unregistered health service. Telehealth in Australia is regulated clinical care.

Medicare-funded telehealth was first introduced in 2011 for specialist consultations in rural and remote areas, according to the Australian Government Department of Health and Aged Care. The COVID-19 pandemic accelerated a large-scale expansion in 2020, and telehealth was made a permanent feature of the MBS from 1 July 2022. That decision recognised what patients and clinicians already knew: for most consultations, the clinical outcome of a video or phone appointment is equivalent to attending in person.

What telehealth covers

Under the MBS, telehealth appointments can include a wide range of primary care services. A standard GP telehealth consultation can address most things a face-to-face appointment can: a new health concern, an ongoing condition, medication review, referrals, and general advice.

Specific services available via telehealth include:

GP consultations — standard, long, and complex. Your GP can assess symptoms, update your health record, adjust management of ongoing conditions, and provide clinical advice.

Mental Health Care Plans (MHCPs) — a GP can prepare, review, and update an MHCP by telehealth. This unlocks Medicare-rebated sessions with a psychologist, social worker, or other mental health professional.

Electronic prescriptions (e-scripts) — a prescribing GP or Nurse Practitioner can issue a prescription electronically during a telehealth consult. The token is sent to your phone and can be taken to any pharmacy in Australia, or used for home delivery.

Pathology and imaging referrals — your clinician can generate a referral for blood tests, urine tests, or imaging. You attend a local collection centre or imaging facility; results are reviewed at a follow-up telehealth or in-person appointment.

Specialist referrals — a GP can write a referral to a specialist by telehealth. Many specialist consultations are also available by telehealth under the MBS.

Medical certificates — for work absence, school, carer's leave, and other purposes, where clinically appropriate.

Nurse Practitioner consultations — Nurse Practitioners at Abby Health can assess, diagnose, prescribe within their scope, and issue referrals by telehealth. For more on what a Nurse Practitioner can do, see what a Nurse Practitioner is in Australia.

Video and phone consultations

Telehealth appointments can be delivered by video or by phone. Video is generally preferred where clinically appropriate — it allows your clinician to observe visual cues, skin changes, and other information that a phone call cannot capture. Most devices with a front-facing camera and a reliable internet connection are sufficient.

Phone consultations are a legitimate and Medicare-rebated option, particularly for patients in areas with limited bandwidth, those who find video technology difficult to navigate, or for concerns that do not require visual assessment. The MBS rules around phone consultations have specific parameters — for a full explanation, see how phone consultations work and when they're appropriate.

The 12-month face-to-face rule

In most cases, Medicare requires that a patient has had at least one in-person consultation with a medical practitioner in the preceding 12 months before accessing ongoing telehealth GP services. This rule exists to support continuity of care — not to create barriers — and there are important exemptions, including for patients in rural and remote areas.

This is explained in full in the 12-month face-to-face rule explained. At Abby, the booking flow accounts for this requirement and your clinician will let you know if it applies to your situation.

What telehealth is not suited for

Telehealth is not appropriate for every clinical situation. Physical examinations — including listening to the chest, palpating the abdomen, or examining a wound — require an in-person visit. Acute emergencies, procedures, vaccinations, and some presentations (for example, symptoms that suggest a condition requiring imaging or urgent assessment) cannot be safely managed by telehealth alone.

Clinicians at Abby will always tell you if your concern needs an in-person assessment and can refer or redirect you appropriately. For a full list of what telehealth cannot safely handle, see what telehealth can't do — the safety limits.

Who is eligible for telehealth in Australia

Most Australians with a Medicare card are eligible for telehealth consultations. Concession card holders, Department of Veterans' Affairs (DVA) patients, and children are all eligible under the MBS. Some item numbers carry specific eligibility requirements — your clinician will advise you if these apply.

Patients without a Medicare card may still access telehealth consultations on a private-pay basis, though Medicare rebates will not apply. Abby's booking flow will confirm eligibility and cost information before you confirm your appointment.

How Abby Health delivers telehealth

Abby Health is an online-first clinic — a care network of GPs and Nurse Practitioners connected by technology, operating 7 days a week, 365 days a year (Abby Health internal data, Q1 2026). That is different from a telehealth app. Abby is built around continuity: the same clinician, the same record, the same care — appointment after appointment.

Before every consultation, Abby AI, our medical AI, prepares a structured clinical brief by surfacing your health history, current medications, allergies, and relevant past presentations. Abby AI never diagnoses, prescribes, or replaces your clinician's judgment. It supports them — so that when you join the call, your doctor already understands your story. Three in four Abby patients see the same clinician again at their next appointment (Abby Health internal data, Q1 2026).

All Abby Health practitioners hold current AHPRA registration. Appointments are bulk billed for eligible patients. To book, visit abbyhealth.app/book or explore our Appointments help hub for more information.

Frequently asked questions

Is telehealth as good as seeing a doctor in person?

For most primary care concerns, the clinical quality of a telehealth consultation is equivalent to an in-person visit. Your clinician can review your history, assess your symptoms, prescribe, refer, and provide advice. There are situations — including physical examination, procedures, and acute presentations — where in-person care is more appropriate. Your clinician will tell you if that applies to your situation.

Do I need a referral to access telehealth?

No referral is required to book a GP or Nurse Practitioner telehealth appointment. You can book directly through abbyhealth.app/book. If a referral to a specialist is needed, your GP can issue one during the consultation.

Is telehealth bulk billed?

At Abby Health, appointments are bulk billed for eligible patients. This means no gap payment for eligible Medicare card holders. Eligibility is confirmed at booking.

What do I need for a telehealth appointment?

A device with a microphone and internet connection is sufficient for a phone consultation. For video, a front-facing camera is also required. A quiet, private space is recommended so you can speak freely with your clinician.

Can I get a prescription through telehealth?

Yes. A prescribing clinician can issue an electronic prescription (e-script) during a telehealth consultation. The prescription token is sent to your phone by SMS and can be used at any Australian pharmacy, or through a home-delivery pharmacy service. Prescribing is always subject to clinical assessment.

When did telehealth become permanent in Australia?

Medicare-funded telehealth became a permanent part of the Medicare Benefits Schedule from 1 July 2022, as confirmed by the Australian Government Department of Health and Aged Care. Prior to that, it had been operating under temporary arrangements since the pandemic expansion in March 2020.

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