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The rise of telehealth in Australia’s mental health sector has been transformative. Accelerated by the COVID-19 pandemic, virtual care shifted from niche to mainstream. In fact, according to the Department of Health Disability and Ageing about 1 in 4 Australians who accessed mental health care in 2023–24 did so via telehealth.
This surge in telehealth counselling and online therapy in Australia is reshaping access to support. Barriers like distance, stigma, and waiting rooms are being replaced by the privacy and convenience of video or phone consultations. In this article, we’ll explore how telehealth is redefining care nationwide – with a focus on WA – and highlight how HIF is supporting members through innovative digital health options.
Telehealth services were scaled up dramatically in March 2020 as Australia sought to maintain access to care during lockdowns. Psychologists, psychiatrists, and GPs pivoted almost overnight to video and phone sessions. The demand proved so significant that by January 2022, expanded telehealth services became a permanent part of Medicare.
What began as a stopgap has now become standard. Roughly 20% of Medicare-subsidised mental health sessions are now delivered by telehealth – a figure that has held steady even after restrictions eased according to AIHW. That shift signals a cultural change: Australians now trust telehealth as part of everyday mental health care. It’s no longer experimental but integrated into clinical practice, from city clinics to small-town GP surgeries.
The benefits of telehealth go beyond convenience. They are reshaping how, where, and when people seek support.
First, telehealth has removed distance as a barrier. Australians in rural and remote areas – particularly in states like WA – can consult psychologists or counsellors without the expense or stress of travel. This is a major step toward health equity.
Telehealth also makes care more convenient and flexible. Appointments can happen during a lunch break, after work, or while juggling family responsibilities. For those managing chronic illness or mobility challenges, it ensures continuity of care without the disruption of travel.
Another important factor is encouraging earlier help-seeking. For some, walking into a clinic is daunting, especially in smaller communities where privacy is limited. A video call feels less intimidating, helping people reach out sooner.
Finally, research published in the National Library of Medicine shows high satisfaction with virtual care. During the pandemic, most patients reported being satisfied with tele-mental health, with studies finding it can be as effective as in-person therapy for conditions like anxiety and depression.
This accessibility also has broader wellbeing benefits. As HIF’s blog The Link Between Mental Health & Physical Wellbeing explains, mental health strongly influences physical health. By lowering barriers to care, telehealth can help support holistic wellbeing.
Australia has embraced digital health well beyond video calls. The federal government’s Head to Health digital platform offers access to more than 750 evidence-based resources, including apps, courses, and peer forums. It acts as a central hub for people seeking reliable online support without needing a referral.
In the 2024 Federal Budget, the government allocated $588 million to expand national digital services, creating a program that will provide up to 10 free telehealth counselling sessions for Australians with mild to moderate mental health issues. This initiative aims to fill the gap for those who may not require intensive therapy but still need timely support.
HIF members can also access a range of digital mental health solutions. Through Extras Telehealth Benefits, members are able to claim for psychology services delivered via telehealth, making professional support more flexible and accessible. In addition, the HIF Mental Health Navigator connects members directly with mental health nurses, psychologists, and psychiatrists through virtual consultations. The program provides tailored treatment recommendations and ongoing follow-up for up to six months, helping members manage their mental health with confidence.
Finally, technology is pushing boundaries with apps and AI. Tools for mindfulness, CBT, and habit tracking are commonplace, while AI-powered chatbots offer instant, non-judgmental conversations for people experiencing stress. Our recent blog discussing the new phenonomon of ‘Doctor AI’ discusseses how more people are turning to AI for guidance in mental health, while also reminding us that professional care remains irreplaceable.
Western Australia’s size and spread make telehealth indispensable. The Mental Health Emergency Telehealth Service (MHETS) run by WA Country Health Service is one standout. It provides 24/7 videoconference access to specialist mental health nurses for people in regional hospitals. This ensures timely assessments and support even in remote towns.
Another development is the WA Virtual Emergency Department, which now includes a dedicated mental health co-response model. This combines telehealth with mobile crisis teams, helping reduce unnecessary hospital transfers.
For Indigenous and remote communities, telehealth also offers cultural benefits. People can stay on Country, receiving care locally with family or community members present, rather than travelling long distances. This approach can improve comfort and engagement, making services more effective and respectful.
HIF is committed to keeping members connected to care, with digital health options available to suits many lifestyles.
- Members with eligible Extras cover can claim benefits for psychology sessions delivered by phone or video, thanks to telehealth Extras benefits.
- For those seeking deeper clarity, HIF’s Second Opinion service – run in partnership with Teladoc Health – provides access to psychologists and psychiatrists via secure video. This service gives members a comprehensive review of their condition and treatment plan, offering peace of mind and guidance from home.
- Other programs also support mental wellbeing through digital platforms. Sleep Eazzzy Baby helps new parents with infant sleep and settling support via online education and telehealth consultations. Healthy Weight for Life offers fully funded programs for eligible HIF members living with heart health risks, knee or hip osteoarthritis, or type 2 diabetes, providing structured at-home coaching to support better health outcomes. HIF’s partnership with Valion Health also delivers virtual cancer support, connecting members with multidisciplinary teams for personalised care.
These initiatives demonstrate HIF’s members-first philosophy by embracing digital health not as a substitute, but as a way to expand choice and convenience in accessing care.
Telehealth has transformed how Australians approach mental health, breaking down barriers of geography, stigma, and time. It now accounts for a significant share of care, with government and non-profits continuing to innovate and expand services.
For HIF members, this shift is supported through benefits for telehealth services, second opinion services, and programs that blend technology with personalised care. From rural WA to metropolitan centres, the message is the same: support is closer and more accessible than ever before.
If you’re considering reaching out, know that telehealth makes it easier than ever to take that first step. And with HIF by your side, you’ll never face the journey alone.