- Executive summary
- Acronyms and abbreviations
- Introduction
- Examples of care coordination in action within the Stepped Care Model
- Implementing stepped care in general practice
- Using the stepped care services in your community
- Using the Better Access initiative, MHTPs, CCMPs and the IAR-DST in stepped care
- Empowering your consumer and carer
- Stepped care for specific populations
- Stepped care and telehealth
- Stepped care in rural and remote communities
- Setting goals and measuring outcomes
- GP education and training for stepped care
- Useful resources
- References
- Disclaimer
- Recommended citation
- Executive summary
- Acronyms and abbreviations
- Introduction
- Examples of care coordination in action within the Stepped Care Model
- Implementing stepped care in general practice
- Using the stepped care services in your community
- Using the Better Access initiative, MHTPs, CCMPs and the IAR-DST in stepped care
- Empowering your consumer and carer
- Stepped care for specific populations
- Stepped care and telehealth
- Stepped care in rural and remote communities
- Setting goals and measuring outcomes
- GP education and training for stepped care
- Useful resources
- References
- Disclaimer
- Recommended citation
Stepped care and telehealth
Telehealth can reduce some common barriers to healthcare, such as travel, time, cost, stigma, disability and caring responsibilities. Consultations can be via phone or video, based on access and comfort, and both options mean that it is still possible to build and maintain good trust-driven relationships with consumers.
Although telehealth offers advantages for many consumers and GPs, some consumers might experience the following access and equity issues:
- poor internet or low bandwidth, particularly in rural and remote areas
- difficulty finding a private and safe space for the consultation
- limited digital literacy or difficulty fulfilling the access criteria
Some consumers might also find telehealth clinically more challenging, particularly if they are in significant emotional distress. In such cases, you should carefully assess the suitability of telehealth for these consumers.
- Before the session, take time to prepare (eg log on, check tech and internet is working).
- At the beginning of each session, confirm the consumer’s privacy, location, and safety, and assure them that no one else near you can see or hear the conversation.
- For some consumers experiencing internet or privacy issues, and who are receiving low intensity services, suggest they consider having sessions in a practice or library with solid internet connection and private spaces.
- Combine telehealth with additional supports such as guided self-help programs and apps, online group programs or peer supports, social prescribing.
- Encourage the consumer to inform you if telehealth is not working for them.
- From 1 November 2025, telehealth services under the Better Access initiative (including MHTP preparation, referrals and reviews) require an established clinical relationship.
- Medicare benefits are only payable if the consumer:
- is registered with the GP’s practice via MyMedicare, or
- has seen the GP or another clinician at the same practice face-to-face in the preceding 12 months.
- Items specific to reviews of MHTPs and ongoing mental health telehealth were removed: GPs now use time-tiered general attendance items where appropriate.
More information about the 1 November 2025 changes can be found here.