Explore the latest trends in Australian telehealth: permanent Medicare support, expanding services beyond GPs, patient engagement strategies, and overcoming barriers for a sustainable hybrid care model.
Key takeaways
- Telehealth use surged by over 4,000% during COVID-19 in Australia, peaking at up to 38% of all GP consultations in 2020. By 2024, telehealth still accounts for around 17% of Medicare-subsidised GP services (Department of Health, 2024).
- Permanent Medicare subsidies for telehealth (introduced in 2021) continue to support GP, mental health, and specialist care—enabling ongoing hybrid models of care.
- Rural and regional uptake is strongest: 1 in 4 consultations in remote areas are now delivered via telehealth, improving access and continuity of care.
- Healthcare providers are investing in integration: Over 60% of Australian clinics now use telehealth platforms that link directly with electronic health records and appointment systems.
- Beyond GP consults: Telehealth is now expanding into remote patient monitoring (RPM), digital mental health, allied health, chronic disease management, and post-discharge follow-up.
- Barriers remain: Challenges include reimbursement limits, digital literacy gaps in older patients, and uneven access to high-speed internet in some areas.
Introduction: From pandemic necessity to permanent fixture
During the height of the COVID-19 pandemic, telehealth became a lifeline—connecting Australians to healthcare without stepping foot in a clinic. But as the emergency receded, the big question loomed: Would telehealth fade away, or evolve into something more permanent and powerful?
In 2025, the answer is clear. Telehealth isn’t going anywhere—and it’s not just about convenience anymore. From hybrid GP models to digitally supported chronic care, Australian practices are embedding telehealth into long-term strategies. This article explores where telehealth is now, where it’s headed, and what your clinic, hospital, or health organisation should consider next.
Telehealth is here to stay: The data confirms it
The rapid adoption during the pandemic wasn't a blip—it was a structural shift.
- Over 118 million telehealth services were delivered through Medicare between March 2020 and late 2023 (Australian Department of Health).
- By mid-2024, 17% of all GP services were still being delivered via phone or video.
- Specialist services, psychology, and allied health now represent a growing share of telehealth volume.
The Medicare Benefits Schedule (MBS) permanently added telehealth items in 2021, covering:
- Standard GP consults (for existing patients)
- Mental health care plans
- Specialist consultations
- Chronic disease management reviews
What this means for your practice: If you’re not offering telehealth, you’re behind the curve—especially as patients increasingly expect hybrid options.
Regional and rural care is benefiting most
While metro areas are seeing a drop in telehealth volume post-pandemic, rural and remote regions continue to rely heavily on it.
- 25% of consultations in regional areas are now delivered via telehealth (RACGP, 2024).
- It has become particularly vital for mental health, with psychologists in metro areas now able to treat clients in underserved communities.
- Telehealth reduces travel time, boosts appointment adherence, and improves access for people with mobility limitations or chronic illness.
Local example: In Far North Queensland, some GP clinics report a 30% drop in appointment no-shows after offering telehealth as an option.
Hybrid care models are reshaping general practice
The future of care isn’t “telehealth vs in-person”—it’s both.
- Routine check-ins, medication reviews, results discussions, and care planning are increasingly handled via video or phone.
- In-person care remains critical for examinations, procedures, and diagnostic testing.
To stay competitive and patient-centred, clinics are:
- Implementing telehealth booking integrations into their practice management systems
- Allocating dedicated telehealth time blocks in GP schedules
- Training staff on virtual consultation etiquette and triage
Tip: Your booking interface should clearly show which services are eligible for telehealth and what patients can expect.
Telehealth is expanding beyond GP consults
While GPs led the telehealth wave, other disciplines are now building new digital service models.
- Mental health: Video therapy and online psychological support now account for nearly 50% of sessions in some major urban practices.
- Remote patient monitoring (RPM): Hospitals are trialling AI-linked wearables and home monitoring tools for chronic conditions like heart failure and diabetes.
- Post-operative and hospital discharge: Follow-up reviews, wound checks and care plan reviews are increasingly done remotely.
- Allied health: Dietitians, speech pathologists, and physiotherapists are delivering digital care—especially in paediatrics and NDIS settings.
Real-world stat: A 2023 study by the Australian Digital Health Agency found that telehealth helped reduce avoidable hospital readmissions by 20% when combined with remote monitoring.
Integration and infrastructure are the next frontier
Many practices rushed to adopt telehealth during COVID—but now the focus is on long-term optimisation.
- 60%+ of Australian practices now use telehealth platforms integrated with electronic health records (EHR), appointment systems, and billing software (Healthdirect Australia, 2024).
- Cloud-based tools with secure messaging, screen-sharing, and file upload support are helping streamline care coordination.
Best practice features to consider in your telehealth setup:
- One-click appointment access (no downloads needed)
- Clear privacy and security credentials (end-to-end encryption, compliance with the Australian Privacy Principles)
- Integration with patient records, pathology reports, and prescribing platforms
Barriers and challenges still need addressing
Despite the gains, telehealth isn’t without its hurdles.
- Digital literacy: Older patients or those with limited tech experience may need more support to engage confidently.
- Connectivity issues: Rural areas still face inconsistent broadband, limiting reliable video calls.
- Medicare restrictions: Some item numbers are only reimbursable for existing patients, and phone consults are treated differently from video consults in certain circumstances.
Tip for providers: Have contingency workflows—like switching to a phone call if video fails—and ensure your admin staff are trained to help patients navigate access.
Telehealth compliance and legal considerations
Navigating telehealth’s regulatory landscape is critical to protecting your patients and practice. In Australia, telehealth services must comply with several key legal frameworks:
- Privacy Act 1988 and Australian Privacy Principles (APPs): You’re required to handle patient data securely, limit collection to necessary information, and provide clear privacy notices—even more so in digital environments. Telehealth platforms must have robust encryption and secure data storage.
- Telehealth guidelines by AHPRA and RACGP: These outline standards for safe practice, including ensuring clinical care is equivalent to in-person consultations and that practitioners have appropriate qualifications and registrations.
Tips for compliance in telehealth delivery:
- Obtain informed consent clearly and explicitly for telehealth consultations. Use pre-consultation forms or verbal consent recorded in the patient record. Make sure patients understand the benefits and limitations of remote care.
- Securely manage patient data by choosing telehealth software that complies with Australian privacy regulations, supports end-to-end encryption, and has clear policies on data retention and sharing.
- Understand medico-legal responsibilities: Providers remain fully liable for clinical decisions made via telehealth. Document consultations thoroughly and follow up on any concerns promptly to reduce risk.
- Stay updated on evolving guidelines and changes in legislation as telehealth technologies and regulations continue to develop.
Patient engagement and education strategies
Patient acceptance is key to telehealth’s success. Helping your patients understand what telehealth can—and cannot—do will boost uptake and satisfaction.
- Communicate the benefits clearly: Emphasise convenience, safety, and ongoing access to care without travel or waiting rooms.
- Set realistic expectations about what telehealth can achieve, and when in-person visits are still necessary.
- Address digital literacy proactively: Provide simple step-by-step guides, offer phone support to help patients navigate technology, and consider trial ‘test’ consultations for those unfamiliar with video calls.
- Tailor communication for Indigenous and culturally and linguistically diverse (CALD) communities: Use culturally sensitive language, involve Aboriginal health workers where possible, and translate key materials into relevant languages to improve accessibility.
- Collect patient feedback regularly to identify barriers and refine your telehealth approach.
Staff training and change management
Your team’s readiness is essential for delivering quality telehealth services that patients trust.
- Implement targeted training modules for clinicians and administrative staff, covering telehealth technology use, clinical best practices in remote consultations, privacy compliance, and patient communication skills.
- Address staff resistance or telehealth fatigue by involving your team early in planning, sharing positive patient outcomes, and encouraging open feedback.
- Establish ongoing feedback loops where staff can report challenges and suggest improvements, ensuring continuous quality enhancement.
- Consider appointing telehealth champions within your organisation who can mentor peers and troubleshoot issues.
- Recognise that telehealth is a new skill set—support professional development to keep your team confident and competent.
Conclusion: Planning for a hybrid, digital-first future
Telehealth is no longer an emergency solution—it’s now a core part of patient-centred care in Australia. Whether you run a general practice, allied health clinic, or hospital outpatient department, the next phase is about intentional integration, not reactive adoption.
By refining your systems, supporting staff and patients, and staying on top of funding changes, your practice can continue delivering flexible, accessible care well beyond the pandemic.
