Face to Face or Telephone? Choosing the Right Type of Appointment for You

Telehealth has opened up new ways to connect with your healthcare team—whether it’s a quick phone call, a video chat from home (video consults are coming soon to QMC – watch this space), or a traditional face-to-face visit. Each option has its place, and choosing the right one can make a big difference in the care you receive.

We want to help you understand when telehealth works well, when it might fall short, and why sometimes we’ll ask you to come in—even if you started with a phone or video consult.

The Convenience of Telehealth

There’s no doubt that telehealth appointments are convenient. They save time, reduce travel, and can be easier to fit around work and whānau. For many situations, they’re a great choice. For example:

• Follow-ups for stable long-term conditions, with the approval of your usual GP

• Mental health check-ins (especially if you’re already under care)

• Discussing test results

• Repeat prescriptions (if your condition is stable and recently reviewed)

These types of appointments often don’t require a physical examination, so we can safely and effectively manage your care remotely.

But Telehealth Has Its Limits

While telehealth is a fantastic tool, it’s not suitable for everything. Some conditions need a hands-on assessment, and some symptoms can’t be properly evaluated without seeing you in person.

Here are a few examples where we will likely ask you to come in:

• Chest pain or breathing issues – we need to listen to your heart and lungs

• Abdominal pain – we need to feel your tummy to check for tenderness or swelling

• New or changing skin lesions – photos can help, but they’re not always enough

• Neurological symptoms – we may need to test your reflexes, balance, or coordination

• Ear pain or hearing changes – we need to look inside your ear

• Infections – we may need to swab, test, or examine the affected area

And sometimes, even if your appointment starts as a phone or video consult, we might realise during the conversation that we need to see you in person. If that happens, we’ll explain why and help you book a follow-up.  Charges will apply for any in person consultations required.

What the Guidelines Say

The Medical Council of New Zealand and the Royal New Zealand College of General Practitioners both emphasise that telehealth must meet the same standard of care as in-person consultations—but only if it’s safe and appropriate to do so. If we can’t assess you properly over the phone or video (video consults are coming to QMC soon), we are required to recommend a face-to-face visit.

We’re Here to Help You Choose

When you book an appointment, let us know what’s going on. Our team can help guide you to the most suitable option. We’ll always aim to balance convenience with quality care—and we’ll never ask you to come in unless it’s genuinely needed.

We know your time is valuable, and we’re committed to making your healthcare experience as smooth and supportive as possible.

‍