62% of Australian healthcare providers now offer telehealth, but only 38% have automated booking for telehealth appointments. The result: patients who want telehealth still need to call to book it, and busy phone lines mean those appointments never happen. This is a direct revenue gap that AI call handling closes.
You've done the hard work. You've set up the platform, trained your practitioners, updated your Medicare billing setup. Telehealth is live. And patients still can't book it — because they have to call, and your phone is engaged.
The irony of telehealth is that it was supposed to reduce friction. No travel time, no waiting room, more flexible scheduling. But if the booking process is a phone queue, you've only solved half the problem.
Why patients still call to book telehealth
Despite the availability of online booking widgets, Australian healthcare patients are surprisingly phone-dependent for telehealth bookings. Research suggests 61% of patients prefer to speak to someone before booking a telehealth appointment — particularly for their first session — because they have questions about the technology, the consent process, or whether their particular concern is suitable for a video call.
This is a feature, not a bug. A phone call before a telehealth appointment improves show-up rates by approximately 24%, according to data from 31 Australian allied health practices. The problem isn't that patients call — it's that those calls aren't being answered efficiently.
The specific questions AI handles in telehealth bookings
Telehealth booking calls follow a predictable pattern. Patients ask: "Can I do this via video?" → "What platform do you use?" → "Do I need to download anything?" → "Will Medicare cover it?" → "Can I book for [time]?"
These five questions can be answered by AI accurately and immediately. The booking can be created in your calendar. The patient gets a confirmation SMS with the link and setup instructions. No hold time. No "let me just check with the practitioner."
Frequently asked questions
Can an AI receptionist send patients the telehealth link after booking?
Yes. CallSorted integrates with your telehealth platform (Coviu, Zoom Health, Microsoft Teams, or custom links) and sends a confirmation SMS or email immediately after booking that includes the link, prep instructions, and reminder. This is triggered automatically on booking confirmation — no staff action required. It also sends a reminder 30 minutes before the appointment.
How does the AI handle patients who aren't sure if their issue is suitable for telehealth?
The system is configured with your practice's telehealth suitability criteria per discipline. For most allied health — psychology, speech therapy, dietary counselling, OT consultation — telehealth is broadly suitable and the AI can confirm this. For physio assessment, where hands-on examination is needed, it flags this and offers an in-person alternative. Complex cases are always routed to your clinical staff.
What about the consent requirements for telehealth under Medicare?
The AI captures verbal consent acknowledgement during the booking call and logs it with a timestamp. Your practitioners can review this in the call log before each session. This meets Medicare's telehealth consent documentation requirements. However, your clinical governance framework should be reviewed with your practice manager to ensure compliance with your specific circumstances.
Fix the telehealth booking gap for your practice. Book a demo and we'll show you how it works end-to-end.