Telehealth and In-Home Visits: How to Use Both Effectively

The Australian Bureau of Statistics Patient Experiences Survey 2024-25 found that around one in four Australians (22.5%) used telehealth services in the past year—down from a pandemic peak of around 31% in 2021-22 ^[4]. The 2025 Australian Healthcare Index, which surveyed more than 8,200 Australians, reported higher usage: 45% had a telehealth consultation in the past six months, with 76% reporting satisfaction ^[5]. The gap between these figures reflects different methodologies and time windows, but taken together they tell the same story: telehealth has settled as a permanent, widely used complement to in-person care—not a replacement for it, and not fading. Of those who used telehealth in the ABS survey, 90% said they would use it again. The same 2025 Healthcare Index found that 49% of Australians had delayed seeking care due to rising out-of-pocket costs—a reminder that access, not preference, is often the dominant factor in these decisions ^[5].

This post is for anyone trying to work out the best approach for themselves, a family member, or a patient in their care. It covers when telehealth works well, when an in-home visit is genuinely necessary, and how the two can be combined into a care model that is more consistent and effective than either option alone.

Understanding What Each Option Actually Offers

Before comparing the two, it helps to be clear about what each actually involves.

Telehealth refers to healthcare delivered remotely, typically via video call or phone. In Australia, Medicare-subsidised telehealth expanded significantly during the COVID-19 pandemic and has since been made a permanent part of the Medicare Benefits Schedule, available nationally to eligible patients across GP, specialist, and allied health services ^[1]. From 1 March 2025, the MBS terminology was updated so that “telehealth attendance” now collectively refers to both video and phone consultations, with separate item numbers for each where applicable ^[1].

From 1 November 2025, further structural changes took effect: nine new phone MBS items were added for specialists and consultant physicians, and MyMedicare registration was introduced as an alternative eligibility pathway for GP telehealth ^[1]. This means patients registered at a MyMedicare practice can now access GP telehealth without needing a prior face-to-face consultation at that practice—a meaningful change for continuity of care.

In October 2025, AHPRA updated its telehealth guidance to extend it across all registered health professions, not just medical practitioners ^[6]. The updated framework reinforces that telehealth requires the same professional standards as in-person care, adds specific guidance on AI scribes and chatbots, and highlights concerns around prescribing via text, email, or online questionnaires without a real-time consultation. For patients, this means your practitioner—regardless of their discipline—is held to the same accountability standards whether they see you at home or via video call.

In-home healthcare involves a qualified practitioner travelling to the patient’s home to deliver care directly. This includes everything from physiotherapy, occupational therapy, and nursing to podiatry, speech therapy, and psychology. The practitioners listed on Home Visit Network are mobile professionals who have chosen to deliver care this way, often because they understand the specific needs of patients who cannot easily access clinic-based services.

These are not competing services. They are tools with different strengths, and using them well together is what good modern care coordination looks like.

When Telehealth Works Best

Telehealth is genuinely excellent for specific situations, and the therapists on our network are among the first to say so.

Follow-up appointments and progress checks are probably the strongest use case for telehealth. Once a physiotherapist has completed an initial in-home assessment and developed an exercise programme, follow-up sessions to check technique, progress, and motivation can often be done effectively via video call. The same applies to psychologists reviewing coping strategies or dietitians checking in on a meal plan. It is worth noting that under Medicare, telehealth services for allied health are generally intended for patients with an established clinical relationship with the provider—which is why in-person assessment typically comes first ^[1].

Prescription renewals, referrals, and care plan reviews with a GP are frequently handled well over telehealth, particularly for patients who have an established relationship with their doctor and whose condition is stable.

Mental health support has proven to be genuinely effective via telehealth for many Australians, and access to allied mental health telehealth services—including psychology and focused psychological strategies—is permanently available to eligible Australians regardless of location ^[1]. However, it is important to note that from 1 November 2025, mental health telehealth consultations with GPs are no longer exempt from the established clinical relationship requirement ^[1]. Patients now need to either be registered at a MyMedicare practice or have seen their GP face-to-face in the preceding 12 months to access a Medicare rebate for GP mental health telehealth. For people who experience anxiety about leaving the house, this makes establishing that initial face-to-face contact—or registering with a MyMedicare practice—an important first step.

Regional and remote Australians represent perhaps the clearest case for telehealth. When the nearest speech pathologist is a four-hour drive away, a video consultation is not a compromise—it is a lifeline. A December 2025 systematic review from the University of Southern Queensland examined 20 studies comparing telehealth to usual care in rural, regional, and remote Australia and found that 18 of the 20 studies identified telehealth as a cost-saving alternative, with researchers concluding it has strong potential to reduce health inequality for people in those communities ^[2].

Between appointments, telehealth can provide continuity. A nurse doing medication management remotely, or a social worker checking in with a carer, can help maintain momentum in a care plan without requiring the full logistical effort of an in-person visit.

When an In-Home Visit Is Genuinely Necessary

There are situations where telehealth simply cannot do what an in-home visit can. The practitioners who work with Home Visit Network are very clear about this in their own clinical reasoning.

Initial assessments almost always require an in-home visit. Under Medicare’s MBS framework, initial allied health consultations are expected to be conducted in person except in specific circumstances ^[1]. Beyond the regulatory requirement, an occupational therapist assessing a person’s home environment for fall risk, equipment needs, or daily living support has to actually see the home. A physiotherapist working with someone recovering from a stroke needs to observe movement, assess muscle tone, and handle the patient’s limbs.

Manual therapy and hands-on treatment are obvious cases where physical presence is non-negotiable. Wound care, lymphoedema management, massage therapy, and many physiotherapy techniques require the practitioner to be in the room.

Complex or newly presenting conditions benefit from in-person assessment so the clinician can gather complete clinical information. Families who use our platform tell us that when a condition is new or changing, they feel much more confident after an in-person assessment, even if subsequent sessions move to a telehealth model.

Patients with cognitive impairment, communication difficulties, or significant physical disability often require in-person support for appointments to be meaningful. Someone with advanced dementia, for example, may not be able to meaningfully participate in a video call, but can still benefit significantly from a skilled practitioner being present in their familiar environment.

Environmental and safety concerns are best addressed in person. If a carer is worried about a patient’s home setup, or a patient has had a fall, a visit to the home allows the practitioner to see things that would never be visible on a screen.

The Hybrid Model: Using Both Thoughtfully

The most effective care we see through our platform is often a hybrid model, where an in-home visit establishes the relationship and the clinical baseline, and telehealth supports ongoing care between visits. The clinical evidence for this approach is now stronger than it has ever been.

A February 2026 study published in npj Digital Medicine examined the Back@Home virtual hospital model across four hospitals in the Sydney Local Health District. Patients presenting to emergency departments with low back pain who received virtual hospital care—combining remote consultations with coordinated in-home support—had a 41% reduction in emergency department re-presentations within 30 days, and reported significantly less pain and better physical function than those receiving usual care ^[7]. This is among the most recent and rigorous Australian evidence supporting hybrid care as a clinically meaningful model, not just a convenience arrangement.

This also aligns with the 2025 systematic scoping review published in JBI Evidence Implementation, which found that clinicians with prior in-person experience with a patient were significantly more confident and effective in delivering telehealth follow-up, and that a pre-existing clinical relationship was consistently identified as important for successful telehealth consultations ^[3].

Here is what that hybrid model often looks like in practice:

Step one: In-home assessment. A mobile practitioner visits the patient’s home, completes a thorough assessment, observes the environment, meets the carer if there is one, and develops a care plan. This first visit is doing a lot of work—it builds trust, gathers information, and sets the direction.

Step two: Initial in-person treatment sessions. Depending on the condition and the discipline, there may be several in-person sessions as the practitioner establishes the intervention and the patient learns what is expected of them.

Step three: Telehealth follow-ups. Once the foundation is in place, many follow-up sessions can be conducted via video call. This is more convenient for the patient, reduces travel time for the practitioner, and keeps the cost of care more manageable over time.

Step four: Periodic in-home review visits. At regular intervals, the practitioner returns in person to review progress, update the care plan, reassess any equipment or environmental needs, and maintain the relationship. Many practitioners on our network build this rhythm into their care plans as a matter of course.

This structure works particularly well for NDIS participants, aged care recipients, and DVA cardholders, where funding is structured around ongoing support rather than single episodes of care. In our experience working with mobile practitioners, the patients who do best are those whose care plan includes both modes of contact rather than relying entirely on one.

One funding change that directly affects NDIS participants using mobile allied health practitioners is worth noting here. From 1 July 2025, the NDIS introduced new pricing limits: the physiotherapy rate cap was reduced to $183.99 per hour, and travel reimbursement for therapy providers was capped at 50% of the hourly therapy rate (previously 100%), with time limits by remoteness area ^[8]. For participants who rely on mobile practitioners visiting their homes, this means travel costs now consume less of a participant’s plan budget than before—but it also means some providers in regional or remote areas have had to review the viability of long-distance home visits. The hybrid model, where telehealth supplements rather than replaces in-person visits, can help stretch plan budgets further while maintaining clinical continuity.

Practical Tips for Getting the Most Out of Telehealth

Telehealth works best when both the patient and the practitioner prepare for it properly. These are some of the things our network’s practitioners recommend to their patients.

Sort out the technology beforehand. A video call that drops out every few minutes is frustrating for everyone and compromises the clinical value of the appointment. Check your internet connection, make sure your device is charged, and test your camera and microphone before the appointment starts. If you are helping an older family member, sit with them for the first few sessions.

Choose a quiet, private space. This matters particularly for psychology, speech pathology, and any appointment where sensitive information will be discussed. A bedroom or study is usually better than a shared living area.

Have relevant information to hand. Bring your medication list, any paperwork from other providers, and a list of the questions you want to ask. In a telehealth setting, it is easier to get distracted or to forget things, so preparation matters more.

Know your Medicare and funding entitlements. Telehealth allied health services under a GP Chronic Condition Management Plan (GPCCMP) attract the same Medicare rebate as equivalent face-to-face services, up to the five-visit annual limit ^[1]. NDIS, DVA, and aged care funding can also apply to telehealth in many cases. Check with your provider or plan manager before the appointment so you are not surprised by costs.

Give feedback if it is not working. If you feel like the telehealth format is not meeting your needs, say so. A good practitioner will work with you to find the right balance.

A Simple Guide to Choosing the Right Option

Not everyone wants to wade through clinical nuance. Sometimes you just need a quick steer. Here is a practical starting point.

Choose an in-home visit if:

• You are having an initial assessment for a new condition
• You need hands-on treatment (manual therapy, wound care, physical rehabilitation)
• You or your family member has significant mobility, cognitive, or communication challenges
• There are concerns about your home environment, equipment, or safety
• You are newly diagnosed and want the practitioner to see your full situation

Choose telehealth if:

• You are attending a follow-up for a condition that is stable and well-understood
• You need a prescription renewal, referral, or GP care plan review
• You are accessing mental health support and video works well for you
• You live in a regional or remote area and an in-home visit is not practical
• You need to check in between sessions to maintain continuity

Consider a hybrid model if:

• You have an ongoing condition requiring regular support
• You are an NDIS participant, aged care recipient, or DVA cardholder with a structured care plan
• Your carer or family member is coordinating your care across multiple providers

Finding a Mobile Practitioner

The practitioners on Home Visit Network are mobile professionals committed to meeting patients where they are, literally and figuratively. Many offer a combination of in-home and telehealth services and understand how to use both within a single care relationship—building a hybrid model from the start rather than defaulting to one format or the other.

Mobile practitioners who service your area can be found by conducting a postcode search on the Home Visit Network platform.

Frequently Asked Questions

Is telehealth covered by Medicare in Australia?

Yes. MBS telehealth items are permanently available nationally for GP, specialist, and allied health services. From 1 March 2025, “telehealth attendance” now collectively covers both video and phone consultations. Allied health telehealth under a GP Chronic Condition Management Plan (GPCCMP) attracts the same rebate as face-to-face services, up to five visits per calendar year. Check with your provider or Services Australia for current item numbers and eligibility requirements.

Can NDIS funding be used for telehealth appointments?

Yes. NDIS funding can generally be used for telehealth services, provided the service falls within your plan’s approved supports. Check with your plan manager or support coordinator if you are unsure about what your specific plan covers.

When should I request an in-home visit instead of telehealth?

Whenever hands-on assessment or treatment is needed, whenever the home environment itself is clinically relevant, or whenever you or your family member would not be able to meaningfully participate in a video call. Under Medicare’s MBS framework, initial allied health consultations are also generally expected to be conducted in person. When in doubt, start with an in-home assessment and build from there.

How do I find a mobile practitioner who also offers telehealth?

You can find mobile practitioners in your area by conducting a postcode search on the Home Visit Network platform. Many practitioners offer both in-home and telehealth services—confirm this directly with the practitioner.

What technology do I need for telehealth?

Most telehealth services use a smartphone, tablet, or computer with a camera and microphone. A stable internet connection is important. Many providers use platforms like Coviu, Zoom, or their own practice software. Your practitioner will usually send you a link or instructions before the appointment.

Is telehealth as effective as in-person care?

It depends on the type of care. For mental health support, counselling, and many follow-up appointments, research supports telehealth as effective. For hands-on treatment or complex initial assessments, in-person care is necessary. The evidence increasingly supports hybrid models as delivering the best outcomes for people with ongoing care needs, particularly where the clinical relationship is established in person first.

References

1. Services Australia. Telehealth billing codes for MBS items. Last updated 1 November 2025. servicesaustralia.gov.au; MBS Online. November 2025 MBS changes. mbsonline.gov.au
2. Adella GA, Hoque Z, Khanam R. Economic impact of telehealth on maternal and child health in regional, rural and remote Australia: a systematic review. Systematic Reviews. 2025. doi: 10.1186/s13643-025-03024-6
3. Mahmood S, et al. Factors that influence the uptake of virtual care solutions in Australian primary care practice: a systematic scoping review. JBI Evidence Implementation. 2025;23(3):355–372.
4. Australian Bureau of Statistics. Patient Experiences, 2024-25 financial year. Released November 2025. abs.gov.au
5. Healthengine and Australian Patients Association. Australian Healthcare Index 2025. healthengine.com.au
6. Australian Health Practitioner Regulation Agency (AHPRA). Telehealth guidance updated October 2025. ahpra.gov.au
7. Sigera C, Oliveira CB, Melman A, et al. Effectiveness of a virtual hospital model of care for patients with low back pain presenting to emergency departments (Back@Home). npj Digital Medicine. 2026;9:191. doi: 10.1038/s41746-026-02425-8
8. National Disability Insurance Agency. 2025-26 NDIS Pricing Arrangements and Price Limits, effective 1 July 2025. ndis.gov.au