Telehealth policy

Last updated: August 2026

1. Purpose

This policy outlines how Pure Path Medical Pty Ltd provides medical services by telehealth, so that telehealth is delivered safely, ethically and in line with Australian law and medical standards.

2. What is telehealth?

Telehealth is the delivery of healthcare through video call or telephone, allowing you to consult a practitioner remotely without an in-person visit. At Pure Path, telehealth may suit follow-up consultations, repeat prescriptions or referrals, chronic disease management, and non-urgent general practice matters.

Telehealth is not appropriate for every condition. Your practitioner will tell you if an in-person consultation is needed instead.

3. Eligibility for telehealth

You may be eligible for a telehealth appointment if:

• You are an existing patient of the practice, or
• You meet Medicare's criteria for telehealth rebates, and
• Your concern is suitable for remote assessment.

Not every service is eligible for a Medicare rebate. Fees are advised before you book.

4. Booking a telehealth appointment

Telehealth appointments can be booked through our online booking system or by calling (07) 5632 8124. At the time of booking, please be ready to confirm your full name and date of birth, current Medicare details if applicable, a preferred contact number or email, and your consent to a telehealth consultation.

5. Fees and billing

Telehealth is subject to the same billing approach as in-clinic consultations. Bulk billing may be available for eligible patients; private fees may apply where Medicare does not cover the appointment. You will be advised of any fee before your appointment. See our current fees for the amounts.

6. Independent clinical decision-making

All clinical advice and prescribing decisions for your telehealth appointment are made solely by your attending practitioner, based on their assessment of your circumstances.

7. Technology requirements

To take part in a video consultation, you will need:

• A smartphone, tablet or computer with a camera and microphone.
• A stable internet connection.
• A private, quiet space for the consultation.

If video is unavailable, your consultation can proceed by telephone instead.

8. Privacy and confidentiality

Telehealth consultations comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. We use secure platforms for video calls, and your telehealth records are documented the same way as an in-person visit. We recommend you also take reasonable precautions on your end — a private space, and not recording the consultation.

9. Consent

By booking or joining a telehealth appointment, you consent to:

• The use of video or telephone to consult your practitioner.
• The collection and use of your personal and health information as necessary for diagnosis, treatment and billing.
• The limitations of telehealth, including technical issues and the absence of a physical examination.

You may withdraw this consent at any time. If you do not consent to telehealth, we will offer an in-person consultation instead.

10. Limitations of telehealth

Telehealth carries some inherent limitations, including possible technical interruptions, miscommunication due to video or audio quality, and the absence of a physical examination. It may not be suitable for emergencies or life-threatening conditions, complex diagnostic assessments, examinations requiring direct contact, or procedures and wound care. In these cases your practitioner will recommend an in-person consultation or an appropriate referral.

11. Prescriptions and pharmacy

Pure Path is a medical practice and does not dispense medicine. Where a prescription is clinically appropriate following a telehealth consultation, it is provided to you or sent to a pharmacy of your choosing, in the same way as an in-person appointment. Chem Pro Nerang and Chem Pro Surfers Paradise are pharmacies our patients commonly use, but you are free to use any pharmacy you prefer.

12. Withdrawing consent

You may withdraw your consent to telehealth at any time by notifying the clinic in writing, by email to support@purepathmedical.com.au or by calling (07) 5632 8124. Withdrawing consent may affect our ability to continue offering you telehealth appointments, and we will discuss alternatives with you.

13. Confidentiality and record keeping

Telehealth consultations are confidential. Records are kept only where necessary for clinical or regulatory purposes, stored securely, and retained in accordance with the Privacy Act 1988 (Cth) and applicable health record laws — see our privacy policy for our retention period.

14. Emergencies

Telehealth is not suitable for medical emergencies. If you are experiencing chest pain, difficulty breathing, bleeding or other emergency symptoms, call 000 or attend the nearest emergency department immediately.

15. Complaints and feedback

We welcome feedback about our telehealth services. If you have a concern, please contact the clinic on (07) 5632 8124 or by email to support@purepathmedical.com.au. We aim to respond within 30 days. If you are not satisfied with our response, you can contact the Office of the Health Ombudsman or the Office of the Australian Information Commissioner — see our complaints and feedback page for their contact details.

16. Policy updates

We may update this policy from time to time to reflect changes in law, Medicare guidelines or clinical practice. The latest version is always available on this website.

17. Contact

For more information about our telehealth services, or to book an appointment, call (07) 5632 8124 or email takethepath@purepathmedical.com.au.