Seeing a doctor online is now a normal part of healthcare in Australia. It's quick, you can do it from the couch, and for plenty of everyday concerns it works well.

But 'online doctor' covers a lot of ground. Some services connect you with a registered GP in a live phone or video consultation. Others are closer to a form you fill in. They look similar on a screen, yet they're very different things, and the Medical Board of Australia treats them differently.

Here's a straightforward guide to what an online doctor consultation involves, and seven checks worth making before you book.

What an online doctor consultation actually is

An online doctor consultation, also called a telehealth consultation, is an appointment with a registered doctor by phone or video instead of in a clinic. The doctor listens, asks questions, considers your history and talks through what makes sense next.

The Medical Board of Australia's telehealth guidelines, in effect since 1 September 2023, set the standard. Telehealth should be safe and, as far as possible, meet the same standard of care as an in-person visit. The Board also says that providing healthcare without a real-time direct consultation, whether in person, by video or by phone, isn't good practice. In plain terms, a service that only asks you to fill in a questionnaire and never lets you speak with a doctor falls short of that standard.

The Board isn't against telehealth, though. Its guidelines say they don't prevent or discourage one-off telehealth consultations, and a mix of in-person and telehealth care can give people good, accessible care. It just expects the job to be done properly.

Seven checks before you book

1. Check the doctor is registered. Doctors practising in Australia must be registered with the Australian Health Practitioner Regulation Agency (AHPRA). You can look anyone up on AHPRA's public Register of practitioners, and it takes about a minute. A reputable service tells you its doctors are AHPRA-registered and makes it easy to confirm.

2. Make sure you'll speak with a doctor in real time. Look for clear wording such as 'phone or video consultation with a doctor'. Be wary of anything that treats a form, a quiz or a text-only exchange as the whole consultation. The Board prefers video when it's practical, but a phone consultation is acceptable, so don't be put off if video isn't available where you are.

3. Ask what the service can't do. A good service is upfront about its limits. Telehealth can't include a physical examination, blood tests or procedures. Look for clear information on when you'd be asked to see someone in person and what happens next, such as advice on where to go or a referral. If a service sounds like it can sort everything, treat that as a flag.

4. Know the cost and the Medicare position before you pay. The Board expects doctors to get your informed financial consent, which means being clear about fees and any out-of-pocket costs. Medicare can cover some telehealth consultations, but not every online service is eligible, and many are privately billed with no rebate. 'Bulk billed' means the provider accepts the Medicare benefit as full payment, and that's the provider's choice. It's worth checking at booking, not after the call.

5. Look at how your information is handled. Health information is sensitive. In Australia, private health service providers are covered by the Privacy Act 1988 and the Australian Privacy Principles. A provider should have a privacy policy you can actually read, explain how consultations and records are stored, and never ask for your passwords by email, text or social media.

6. Find out what happens if the call drops or you get worse. The Board expects doctors to have a plan if the technology fails, such as continuing another way or rescheduling. You should also leave the consultation knowing what to do if your symptoms change. In an emergency, don't wait on a telehealth service. Call 000.

7. Check how your usual GP is kept in the loop, and how to complain. Continuity matters. Where you agree, a good service can share relevant information with your regular GP so your care stays joined up. It should also be easy to see how to raise a concern: with the provider first, then your state or territory health complaints body, and AHPRA for concerns about a practitioner.

What a real-time consultation looks like in practice

Most follow a similar path. You create an account, say what you'd like help with, choose phone or video if the service offers both, and speak with a doctor who reviews your details. They'll talk through what makes sense next, which might be follow-up, further tests or in-person care. Prime Medic, for example, offers phone or video consultations with AHPRA-registered doctors, and the steps are much the same across reputable services.

A little preparation helps. Have your Medicare card and ID handy, jot down when your symptoms started, note anything you already take, and find a quiet spot with good reception.

What suits telehealth, and what doesn't

Telehealth tends to work well for:

• Talking through symptoms and deciding on next steps

• Follow-up conversations and reviewing test results

• General health questions

• Paperwork such as medical certificates and referrals, when the doctor judges it appropriate

It isn't the right tool for:

• Emergencies, such as chest pain, trouble breathing, sudden weakness or severe bleeding (call 000)

• Anything that needs a hands-on examination

• Symptoms that are getting worse quickly

• Injuries that may need imaging or treatment in person

A good doctor will tell you when telehealth isn't enough. That isn't the service failing. It's the service doing its job.

If you need a medical certificate for work

Under the Fair Work Act, an employer can generally ask for evidence that would satisfy a reasonable person that leave was needed. The Act doesn't say the doctor visit has to be in person, but your workplace policy, award or agreement may add its own rules, so it's worth checking.

If your employer wants to confirm a certificate is genuine, they can look up the practitioner on the AHPRA register, and some providers offer a certificate validity checker.

Quick checklist

• Is the doctor on the AHPRA register?

• Will I speak with a doctor in real time?

• Does the service explain what it can't do?

• Are the fees and Medicare position clear before I pay?

• Is the privacy policy easy to read?

• Is there a plan if the call drops or I get worse?

• Can I see how to complain, and will my usual GP be kept informed if I agree?

Frequently asked questions

Is an online doctor consultation legitimate in Australia? 

Yes, when it's with a registered doctor in a real-time consultation and the service follows the Medical Board's guidelines. The checks above help you tell the difference.

Do I need video? 

Not always. The Board prefers video when it's practical, but phone consultations are acceptable.

Is it as good as seeing my regular GP? 

For some concerns, yes. For others, you'll need an in-person visit. A mix of both is often the best way to get care that's convenient and joined up.

What if I'm not sure it's serious? 

Speak to a doctor. You can also call healthdirect on 1800 022 222 for advice. If you think it could be an emergency, call 000.

General information only, not medical advice. In an emergency, call 000.

Sources: Medical Board of Australia, Guidelines: Telehealth consultations with patients (effective 1 September 2023) ; AHPRA, Register of practitioners ; Office of the Australian Information Commissioner, Health information and privacy ; Fair Work Ombudsman, Personal/carer's leave evidence ; healthdirect Australia .

About the author: [Dr. Muhammad Mohsin] writes about telehealth and patient safety. Prime Medic is an Australian telehealth service offering consultations with AHPRA-registered doctors by phone or video. This is not legal advice.