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Telehealth guides

Telephone and video consultations in general practice: Flowcharts


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Last revised: 04 Sep 2023


This document provides practical steps to take in setting up your practice for telephone and video consultations.

It also includes steps to take before, during and after telephone and video consultations, from booking the appointment through to concluding the consultation and undertaking any follow-up actions. It is recommended that you read The Royal Australian College of General Practitioners’ (RACGP’s) Guide to providing telephone and video consultations in general practice and the more detailed Telehealth video consultations guide.

The steps in the following flowcharts are a guide only. Practices can alter and amend their systems and processes for conducting telephone and video consultations to suit their usual operations.

The Australian Government has introduced new, temporary funding and incentives to support the expansion of telehealth. Visit the RACGP web page New items for COVID-19 telehealth and phone services for up-to-date information about claiming the new Medicare Benefits Schedule (MBS) item numbers.

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