How to Prepare for a Telehealth Appointment: A Practical Checklist

A little preparation can make a telehealth appointment easier and help you use the time with your healthcare professional effectively. Before the appointment, check your technology, find a private place to talk, gather any relevant health information and write down the questions you want to ask.

If telehealth is new to you, you can first read what telehealth is and how it works in Australia.

Telehealth appointment checklist

Confirm the date, time and whether the appointment is by phone or video.
Charge your phone, tablet or computer and check your internet connection.
Test your camera and microphone if the appointment uses video.
Install or open any app, link or software your healthcare provider has asked you to use.
Choose a quiet, private and well-lit place for the consultation.
Have relevant health information and a current list of medicines available.
Write down your main concerns and questions.
Have identification, Medicare details or other information ready if your provider has asked for them.
Tell the provider in advance if you need an interpreter, accessibility support or a support person.
Know what you will do if the call drops out or the technology does not work.

1. Check how the appointment will take place

Start by confirming whether your consultation will be by phone or video and whether you need to follow a link, use an app or wait for the healthcare provider to call you.

The Australian Digital Health Agency recommends checking any required software before the consultation, making sure your device is charged, and confirming that your internet connection, camera and microphone are working.

If the provider has sent appointment instructions, read them before the day of the consultation. Joining a few minutes early for a video appointment can give you time to deal with any last-minute technical problems.

2. Find a private and comfortable place

Choose somewhere you can speak openly without being overheard or interrupted. If your appointment is by video, choose a well-lit location.

The Australian Digital Health Agency recommends a private, comfortable location for telehealth and advises avoiding unsecured public Wi-Fi for video calls where possible. Its cyber security guidance for telehealth also recommends taking steps to protect confidential health information.

If you cannot find a completely private place, let the healthcare professional know at the start of the appointment.

3. Prepare for your Grove Health appointment

Make sure your contact details are up to date and check any appointment information sent to you by Grove Health before your consultation.

If you’ve been asked to provide any information or documents beforehand, have these ready for your appointment.

4. Have your health information ready

Your healthcare professional may ask about your current concern, relevant medical history and the medicines you take. Having this information ready can make it easier to answer accurately.

Depending on the purpose of your appointment, useful information may include:

a short summary of the issue you want to discuss
when your symptoms or concerns started and whether they have changed
relevant medical conditions or previous treatment
a current list of prescription medicines, over-the-counter medicines, vitamins and supplements
known allergies or previous reactions
recent test results, reports or health documents if they are relevant and available

You do not need to collect every health record you have. Focus on information relevant to the reason for the appointment, unless the provider has asked you to supply something specific.

5. Write down the questions you want to ask

It is easy to forget a question once a consultation starts. Writing down your most important questions beforehand can help you make better use of the appointment.

Healthdirect recommends preparing questions before a medical appointment and provides a Question Builder that can help you organise them.

Questions might include:

What could be causing this concern?
Do I need any further assessment or tests?
What should I do if the problem changes or gets worse?
Is an in-person appointment needed?
When should I follow up?
Is there anything I should prepare before the next appointment?

If something is unclear during the consultation, ask the healthcare professional to explain it again or in a different way.

6. Tell the provider about accessibility or communication needs

Tell the healthcare service before the appointment if you need an interpreter, have hearing or vision requirements, need help using the technology, or would like a support person to join the consultation.

Ahpra advises patients to let their practitioner or health service know about interpreter, accessibility and technology needs before virtual care. A family member, friend, carer or another healthcare professional may also be able to attend if appropriate.

7. Be ready to confirm your identity

At the beginning of a virtual consultation, the healthcare professional may introduce themselves and confirm your identity. The service may also ask for information such as your date of birth, contact details or Medicare information where relevant.

Only provide personal information through the methods requested by the healthcare service, and ask if you are unsure why particular information is needed.

8. Know what to expect during the consultation

A telehealth consultation is still a clinical consultation. Your healthcare professional may ask about your current concerns, medical history, medications and other information relevant to your care.

According to Ahpra’s information for people about virtual care, registered practitioners should confirm identity, protect privacy and confidentiality, explain information clearly, seek informed consent and assess whether virtual care is appropriate.

If a physical examination or other face-to-face care is needed, the practitioner may recommend an in-person appointment instead.

9. Have a backup plan for technical problems

Technology does not always cooperate. Before a video consultation, make sure you know what to do if the connection drops out.

It can help to:

keep your phone nearby in case the provider needs to call you
make sure the healthcare service has your correct contact number
know how to rejoin the video link
contact the service if you cannot connect

If technology makes it difficult to communicate properly, the healthcare professional may decide that another format or an in-person appointment is more appropriate.

10. Take notes about the next steps

Before the appointment ends, make sure you understand what happens next. This might include follow-up, further assessment or an in-person appointment, depending on your circumstances.

You may find it useful to write down any important instructions, dates or questions that come up during the consultation. If you are unsure about something, ask before the call ends.

When might telehealth not be the right option?

Telehealth is one way to access healthcare, but it is not appropriate for every situation. A healthcare professional may recommend face-to-face care if a physical examination, procedure or other in-person assessment is needed.

If you are experiencing a life-threatening medical emergency, do not wait for a telehealth appointment. Call Triple Zero (000) or attend an emergency department.

A simple final check before your appointment

I know when and how the appointment will take place.
My device is charged and ready.
My camera, microphone and internet connection work if needed.
I have a quiet and private place to talk.
I have relevant health information and my current medicine list ready.
I have written down my main questions.
I have told the provider about any interpreter, accessibility or support needs.
I know how to contact the service if the technology fails.

Preparing these basics beforehand can help you focus on the conversation rather than the technology once the appointment begins.

Learn more about Grove Health

Ready to learn more? Grove Health provides telehealth consultations with Australian healthcare professionals. Learn how Grove Health works and what to expect from your consultation.

This article provides general educational information and is not a substitute for individual medical advice. If you are concerned about your health, speak with a qualified healthcare professional. In a medical emergency, call Triple Zero (000).