Telehealth at Primed Health: What to Expect

What is telehealth?

Telehealth is healthcare delivered remotely — by video or phone — rather than in person. At Primed Health, telehealth appointments use a secure video platform that you access from any device with a camera and internet connection. You do not need to download any software; your clinician will send you a link before your appointment.

Telehealth is available for psychology, allied health, and medical specialist consultations at Primed Health. It is particularly useful for patients across NSW who live outside the Northern Beaches, those with mobility or transport limitations, and anyone who simply finds it more convenient to attend from home or work.

Is telehealth as effective as in-person care?

For most mental health and allied health presentations, research consistently shows that telehealth delivers outcomes equivalent to in-person care. Cognitive Behavioural Therapy (CBT), acceptance-based therapies, and dietetic counselling have all been studied extensively in telehealth formats with strong results.

There are some situations where in-person attendance is preferable — for example, where a physical examination is required, or where a patient's presentation makes video communication difficult. Your clinician will discuss this with you and recommend the most appropriate format for your care.

Medicare rebates for telehealth

Medicare rebates apply to telehealth psychology and allied health sessions at Primed Health in the same way they apply to in-person sessions, provided you have a valid Mental Health Treatment Plan (MHTP) or GP referral. The rebate amounts are identical regardless of whether your appointment is by video or phone.

To be eligible for a Medicare telehealth rebate, you must be an existing patient of the practice (or have had a face-to-face consultation with a GP in the past 12 months in some circumstances). If you are unsure whether you qualify, contact our admin team before booking and we will confirm your eligibility.

What you need before your appointment

You will need a device with a working camera and microphone — a smartphone, tablet, or laptop all work well. A stable internet connection is important; a Wi-Fi connection is preferable to mobile data for video quality. Find a private, quiet space where you will not be interrupted for the duration of your session.

Have your referral letter and Medicare card accessible. If it is your first appointment, you may be asked to confirm your referral details verbally or by sharing a photo of the document. Have a glass of water nearby — sessions can run 50–60 minutes and it is good to be comfortable.

Test your camera and microphone before the appointment. Most video platforms include a test function when you first open the link. If you experience technical difficulties on the day, call our admin team on 1300 40 40 10 and we will help you troubleshoot or switch to a phone appointment if needed.

How to join your telehealth session

You will receive a confirmation email with your appointment link 24–48 hours before your session. Click the link a few minutes before your scheduled time — you will enter a virtual waiting room and your clinician will admit you when they are ready. There is no need to create an account or download software.

If you have not received your link by the morning of your appointment, check your spam folder first, then contact us at [email protected] or call 1300 40 40 10. We can resend the link or provide an alternative joining method.

What happens during a telehealth psychology session?

A telehealth psychology session follows the same structure as an in-person session. Your psychologist will check in on how you have been since your last appointment, review any between-session work, and work through the therapeutic content planned for that session. The therapeutic relationship and the quality of the work are not diminished by the video format.

Sessions are typically 50 minutes. Your psychologist may share their screen to show worksheets or diagrams, or ask you to have a pen and paper handy for exercises. At the end of the session, you will agree on any between-session tasks and confirm your next appointment.

Privacy and confidentiality

Primed Health uses a secure, encrypted video platform that meets Australian privacy and health records requirements. Your session is not recorded without your explicit consent. The same confidentiality obligations that apply to in-person sessions apply to telehealth — your clinician will not share information about your sessions without your permission, except in the circumstances required by law (such as risk of harm).

We recommend attending your telehealth session from a private location. If you are at home, let others in the household know you have an appointment and ask not to be disturbed. If privacy at home is a concern, your clinician can discuss options with you — some patients attend from their car or a quiet outdoor space.

Booking a telehealth appointment

To book a telehealth appointment at Primed Health, contact our admin team on 1300 40 40 10 or email [email protected]. Let us know you would like a telehealth session and which service you are seeking — psychology, allied health, or medical specialist. We will confirm your eligibility, check your referral, and find a time that suits you.

Telehealth appointments are available Monday to Friday. We offer early morning and late afternoon slots to accommodate patients who are working or studying. If you are a new patient, please have your GP referral or MHTP ready when you call.