Analysis of new ABS Patient Services data reveals telehealth usage has dropped from 23.6% in 2023/24 to 22.5% in 2024/25, a continued decline from the COVID peak of 30.8% in 2021/22 that defies expectations as lockdown barriers disappear and Australians become more digitally connected than ever.
A latest nationally representative survey of more than 1,000 Australians reveals why: 66% believe telehealth simply doesn't measure up to in-person GP care, with concerns centring on continuity of care and the irreplaceable value of face-to-face rapport.
The scepticism is strongest among Baby Boomers, with 73% viewing telehealth negatively. Their concerns aren't about technology, they're about the kind of care built over years with a regular GP who knows their history.
Men More Critical Than Women
Surprisingly, men demonstrate greater scepticism than women (69% versus 62%), likely because their health concerns more often require physical examinations that can't be replicated remotely.
The ABS data reveals deeper quality concerns: 10% of patients wouldn't use telehealth again after trying it, with 9.4% reporting doctors didn't spend enough time with them, 7.5% saying they didn't listen carefully, and 5.8% not feeling respected.
Regional Promise Unfulfilled
Even in regional areas where telehealth promises the greatest access gains, scepticism sits at 65%, revealing that convenience alone won't win over Australians who believe you can't truly understand a patient through a screen. The technology may be ready, but the trust gap remains wide.
Case Studies: What Australians Are Saying About Telehealth
On Continuity of Care: A 71-year-old man from Queensland said: "Regular GP knows your history, have better understanding, rapport with yourself and health issues. Telehealth provides a service, but one is never or unlikely to see same GP at each telehealth consultation."
On Physical Examination Limitations: A 57-year-old man from Melbourne, Victoria said: "How can it possibly give the same health care? Telehealth might be ok for certain things, and refilling prescriptions, but you can't do a full medical checkup remotely. Blood pressure, blood work, urine test, etc."
On the Importance of In-Person Connection: A 51-year-old woman from Victoria said: "I think you need to be in a room to really talk to someone to know that they truly understand you and to allow them to examine you, rather than simply listen to you list symptoms. Symptoms can always be 100's of different things."
On Convenience vs. Quality Trade-offs: A 43-year-old woman from NSW said: "Telehealth is convenient for simple issues like prescription renewals or minor illness, but lacks the personal connection and physical examination that often help a GP make a more accurate diagnosis. I've had to book a follow-up in-person appointment anyway. It can feel a bit rushed or impersonal compared to seeing a doctor face to face."
