Common questions about your first telehealth appointment

Keeping healthy should be simple, and at nib we’re passionate about making it as easy as possible to look after yourself. That’s why we offer coverage for telehealth appointments¹ for services including physiotherapy, dietetics and psychology² and discounts on GP telehealth bookings for members who book a telehealth consult with a GP (or doctor) through our partner hub.health.

When it comes to booking your first telehealth appointment, you might have a few questions. Will I get the same result as an in-clinic consultation? Will I be speaking with a real person or a robot? How does it all work?

So, we reached out to a range of health professionals who offer telehealth consultations to find out eight things you can expect from your first appointment - and they all promise, there’s not an Optimus Prime, Rosie or R2D2 in sight.

1. You should receive all the information you need to set up prior to your appointment

Telehealth appointments make it easy to connect with a health professional – no waiting rooms required. Some appointments might be a simple phone call, while others may be via video using a program like Zoom. Your provider will let you know how they run these appointments.

“Prior to the telehealth consult, we provide all clients with a guide on what to expect and how to prepare,” Rebecca Haslam Dietitian and Founder of Nutrient Nation says.

2. You might need to find yourself a quiet space

To prepare for your telehealth appointment, it’s important to find a quiet space in your house for your call. The aim is to be able to focus to get the most out of your telehealth appointment.

Occupational Therapist Kieran Broome says it’s okay if you feel more comfortable with your kids or housemates around. “It helps to be in a quiet room with fewer distractions, but don’t worry if things get noisy, like kids running around. That’s just real life, and it can actually help your occupational therapist understand what your daily life is like.”

3. You might be asked for ID and consent

Before a telehealth appointment, you may need to confirm your identity to ensure your personal information is safe.

Dr Hamish Black, nib Group Medical Advisor and GP, explains, “We generally start the telehealth appointment asking for three points of ID, (like name, date-of-birth and address) and then we’ll do a brief verbal consent to treatment.”

Hamish explains that getting verbal consent before beginning a consult is a good way to ensure you understand and are OK with continuing the telehealth appointment. Although it’s not a requirement (NSW Health explains that consent can be simply implied through participation), some doctors prefer to have this verbal agreement to remove any ambiguity or confusion.

4. Your goals and outcomes should still be the same

If telehealth is the right option for your health needs, then you can expect the same results as you would in a face-to-face appointment.

Specialist Musculoskeletal Physiotherapist at Pain Options, Darren Beales explains, “The telehealth consultation will be very much like a regular physiotherapy visit. The appointment itself doesn’t change a lot, just the mode of delivery.”

Kieran explains that telehealth is just one way health professionals can provide their service. While the type of care you receive might be different sometimes, the level of care remains the same.

Speech Pathologist at Dee Wardrop Speech Pathology and Professional Support Advisor at Speech Pathology Australia, Nathan Cornish-Raley agrees.

“Many patients receive the same standard of care through telehealth that they do onsite. As a matter of evidence and policy, research and professional associations have not identified general clinical populations that should not be seen through telehealth. Instead, allied health professionals work with individual clients to determine if their needs can be met through telehealth.”

5. You may be asked to do a physical assessment

To complete a physical assessment during your consultation, your telehealth doctor may need to use tools you’ve already got in your home, like scales or a tape measure.

Kieran explains that in an occupational therapy consultation, there are some differences when doing a physical assessment. "I might ask you or someone with you to measure something while I give feedback,” he says.

When it comes to speech pathology assessments, Nathan explains that your health professional may arrange to send across extra equipment for you to use. “For specific procedures (such as swallowing assessments), you may need to use certain tools or resources, but your speech pathologist will work with you to access needed resources.”

6. International students and workers may need to do some research

If you’re an international worker or student, we recommend checking with your GP ahead of time to make sure they accept telehealth appointments for patients who don’t have a Medicare card.

If you don’t have a preferred or existing GP, you can use our Find a Provider tool to help you find one.

“There are so many GP clinics offering telehealth that if you don’t have a Medicare number, I’d recommend looking on nib’s find a provider tool and reaching out to the clinic before making your appointment to confirm they’re able to help,” says Hamish.

“When a GP is billing for telehealth, the billing number is itemised under the bulk billing category. This can be tricky for international students or workers who don’t have a Medicare number and means that some clinics may be unable to provide telehealth services to them,” says Hamish.

It’s also important to check whether you’re covered. If you’re an international student, you can book a telehealth appointment with a GP (or doctor) using the nib App and it will be billed to nib. However, if you’re an international worker you should check that your policy covers out-patient GP services.

Other members, such as Australian Residents and free members, can take advantage of the member discount when booking.

7. You’ll probably get some homework after your appointment

After a telehealth consultation, you should get all the resources your health professional has suggested – whether it’s a list of exercises, a website with more information or a video tutorial on a technique you can practise.

Nathan explains, “In the clinic where I work, speech pathologists typically share activities or advice on how patients and families can continue to practise at home.”

Rebecca agrees, “As a dietitian, we provide a post-appointment summary to our patients of the consult, which includes any meal plans and resources. We also provide a goal-setting worksheet which details what you need to do each day as well as barriers you might need to overcome to reach your goals.”

Now, even if you can’t make it to a clinic in-person, by using telehealth you can access a range of health professionals without leaving your home. Keen to find out more about telehealth and how you can claim benefits using your nib health cover? Check out our article, How to access and claim on telehealth appointments.

Please note: The information throughout this article serves as broad information and should not replace any advice you have been given by your medical practitioner. 

¹nib covers eligible telehealth treatments with recognised providers, subject to your level of cover, clinic availability, policy exclusions, waiting periods, and limits. Telehealth may not be suitable for all consultations, and group sessions or classes are not covered. nib Fund Rules, Recognised Provider criteria, and Policy Booklet Terms apply.

²Services covered may include psychology, physiotherapy, dietetics, speech pathology, occupational therapy, exercise physiology, podiatry, and hospital rehabilitation care, subject to your level of cover, policy exclusions, waiting periods, and limits. Individual telehealth consultations only.