Telehealth vs In-Person Appointments: When Is Each Appropriate?
Telehealth and in-person appointments are both established ways of accessing healthcare in Australia. Neither is automatically better. The right format depends on what you need from the appointment, whether a physical examination or procedure is required, your circumstances and the healthcare professional’s clinical judgement.
As a general rule, telehealth may be appropriate when care can be provided safely without the patient and practitioner being in the same room. An in-person appointment may be more appropriate when a hands-on examination, testing, procedure or other face-to-face assessment is needed.
If you are new to virtual care, start with What Is Telehealth and How Does It Work in Australia? for an overview of how telehealth works.
Key takeaways
• Telehealth is one option for healthcare and does not replace face-to-face care.
• A healthcare professional should assess whether virtual care is appropriate for the person and the type of care being provided.
• An in-person appointment may be needed when a physical examination, procedure, test or other hands-on assessment is required.
• Patients can discuss their preferred format and any barriers to attending either type of appointment with their healthcare professional.
• Telehealth is not a substitute for emergency care. In a life-threatening emergency, call Triple Zero (000).
What is the difference between telehealth and an in-person appointment?
The main difference is where the patient and healthcare professional are located. In an in-person appointment, both are physically in the same place. In a telehealth appointment, they communicate remotely, most commonly by phone or video.
The Australian Government Department of Health, Disability and Ageing describes telehealth as consulting a healthcare provider remotely when a physical examination is not needed and it is appropriate to provide the consultation without meeting face to face.
The professional responsibilities of registered health practitioners still apply when care is delivered virtually. The practical difference is that some aspects of assessment and care can only happen when the patient and practitioner are physically together.
When may telehealth be appropriate?
Telehealth may be appropriate when the healthcare professional can gather the information they need and provide suitable care without a hands-on examination.
According to Ahpra’s information for people about virtual care, practitioners should assess and regularly reassess whether virtual care is safe and clinically appropriate for the patient and the type of care being provided.
Telehealth may also be useful when:
• travel to a healthcare service is difficult or time-consuming
• the appointment can be appropriately completed by phone or video
• the patient and practitioner can communicate clearly and privately
• the required information can be gathered without a physical examination
• virtual care supports access to an appropriate healthcare professional
These are general considerations rather than a list of situations that are always suitable for telehealth. The healthcare professional should decide whether the format is appropriate for the individual consultation.
When may an in-person appointment be more appropriate?
An in-person appointment may be more appropriate when the healthcare professional needs information that cannot be obtained adequately through phone or video.
This can include situations where:
• a direct physical examination is needed
• a procedure or hands-on assessment is required
• tests or observations need to be performed in person
• the limits of phone or video make it difficult to assess the situation properly
• communication, privacy, accessibility or technology issues make virtual care unsuitable
• the healthcare professional decides that good care requires both people to be physically present
Ahpra advises practitioners to support patients to access face-to-face care when a direct physical examination or other in-person care is necessary.
Can I choose between telehealth and face-to-face care?
You can discuss how you would prefer to receive care and any practical barriers you face with your healthcare professional or health service.
Ahpra states that patients can tell their practitioner how they would like to access care and can choose a face-to-face consultation if that is their preference. The final format also needs to be clinically appropriate and available through the service.
It can be useful to mention concerns about technology, privacy, communication, mobility, travel or accessibility when booking so the service can consider the most suitable option.
What happens if telehealth is not enough?
A telehealth consultation can begin virtually and still lead to a recommendation for face-to-face care. If the practitioner cannot gather enough information remotely, or decides an in-person examination or other assessment is needed, they should explain the next step.
Sometimes a telehealth consultation is the first step in determining that an in-person assessment is more appropriate
Is video different from a phone consultation?
Both phone and video can be used for telehealth, but they provide different amounts of information. A video consultation allows the practitioner and patient to see each other, while a phone consultation relies on audio.
For medical practitioners, the Medical Board of Australia’s telehealth guidelines state that, when practical, video consultations are preferable to telephone consultations. However, the appropriate format depends on the circumstances and the healthcare professional’s judgement.
Can telehealth and in-person care be used together?
Yes. Telehealth and face-to-face appointments do not need to be treated as competing options. They can be used at different times depending on what is appropriate for the person and the care required.
The Medical Board of Australia notes that a mix of in-person and telehealth consultations can support ongoing medical care. A healthcare professional may use one format for one appointment and recommend another format later if circumstances change.
How can I decide which appointment format to book?
Before booking, consider:
• Has the healthcare service said whether this type of appointment can be offered by telehealth?
• Could a physical examination, procedure or in-person test be needed?
• Do I have a private place and suitable phone or internet access for a virtual consultation?
• Would communication or accessibility be easier in one format than the other?
• Do I have a preference that I want to discuss with the healthcare service?
If you're unsure which appointment format is appropriate, the healthcare service can provide information about the available options when you book. Your healthcare professional can also reassess this during the consultation and recommend in-person care if needed.
If you are preparing for a virtual appointment, see How to Prepare for a Telehealth Appointment: A Practical Checklist.
What about urgent or emergency care?
Telehealth is not a substitute for emergency care. If you or someone else is experiencing a life-threatening medical emergency, call Triple Zero (000) or attend an emergency department.
For health concerns that are urgent but not life-threatening, Healthdirect provides information about after-hours services and a 24-hour health advice line on 1800 022 222.
Telehealth and in-person care both have a role
Telehealth can improve access to healthcare when virtual care is appropriate, while in-person appointments remain important when physical examination, testing, procedures or other face-to-face care are needed.
Rather than treating one format as better than the other, the most appropriate approach is the one that allows the healthcare professional to provide suitable care for the individual circumstances.
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).
Sources
• Australian Health Practitioner Regulation Agency — Information for people about virtual care
• Australian Government Department of Health, Disability and Ageing — Telehealth
• Australian Digital Health Agency — Telehealth
• Medical Board of Australia — Guidelines: Telehealth consultations with patients