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Where to Get Care: ED vs Urgent Care vs Telehealth

A quick guide to the right level of care for your symptoms in Australia. Bulk billed telehealth is one option, not always the right one.

Which level of care do I need?

Call 000 in any emergency. For life-threatening symptoms (chest pain, difficulty breathing, severe bleeding, stroke signs, severe head injury, or loss of consciousness), go to the nearest emergency department.

For urgent but not life-threatening issues that still need in-person assessment, a Medicare Urgent Care Clinic is bulk billed and walk-in.

For prescriptions, certificates, mental health support, referrals, and most non-urgent issues, a bulk billed telehealth GP is fastest.

How to decide in 30 seconds

  1. Is it life-threatening? Call 000 or go straight to an emergency department.
  2. Does it need a physical examination, imaging, stitches, or a procedure today? An urgent care clinic is the right level of care.
  3. Otherwise, is it a script, certificate, referral, mental health, or a GP question? A bulk billed telehealth consult will handle it without travel or a waiting room.

Care options at a glance

Emergency department

For life-threatening or severe symptoms. Call 000 if there is any doubt about safety.

Good for

  • Chest pain or difficulty breathing
  • Suspected stroke or major head injury
  • Severe bleeding or trauma
  • Loss of consciousness or severe allergic reaction
  • Mental health crisis with risk to self or others

Not for: Routine prescriptions, certificates, or non-urgent issues.

Check live ED wait times

Medicare urgent care clinic

For urgent but non-life-threatening problems that need in-person assessment, imaging, or procedures. Bulk billed and walk-in.

Good for

  • Minor fractures or sprains
  • Cuts that need stitches
  • Minor burns
  • Infections needing in-person examination
  • Fevers in young children

Not for: Repeat scripts, certificates, mental health support, or specialist referrals.

Find an urgent care clinic

Bulk billed telehealth GP

Fastest option for non-urgent issues a GP can assess by video. Bulk billed for eligible Medicare cardholders.

Good for

  • Repeat prescriptions and eScripts
  • Medical certificates and carer's certificates
  • Mental health support and Mental Health Treatment Plans
  • Specialist, imaging, and blood test referrals
  • Many skin, sexual health, and chronic conditions

Not for: Anything needing in-person examination, imaging, or procedural care.

What about after-hours and rural areas?

After hours, an emergency department is the only option for serious symptoms. Some urgent care clinics extend evening or weekend hours, but coverage varies. Check your nearest urgent care clinic for current hours. Bulk billed telehealth is available across Australia for non-urgent issues that can wait until a GP is online.

In regional and remote areas where the nearest hospital or clinic may be a long drive, telehealth often shortens the path to a script, certificate, or specialist referral, without removing the option to attend in person if a GP determines that is needed.

What telehealth cannot replace

Telehealth is not a substitute for emergency care or for problems that need physical assessment. A NewDoc GP will recommend in-person review when that is the safer path, for example with suspected fractures, deep wounds, severe abdominal pain, or symptoms that need imaging.

Reviewed by Dr. Jason Yu FRACGP

Last reviewed 27 April 2026. Editorial policy

Not an emergency? Book a telehealth GP

Bulk billed for eligible Medicare cardholders. Most consults start in under 2 minutes.

Or call 0481 615 998

Frequently asked questions

When should I go to ED instead of urgent care or telehealth?

Call 000 or attend an emergency department for any life-threatening symptoms. These include chest pain, difficulty breathing, severe bleeding, suspected stroke (face droop, arm weakness, slurred speech), severe head injury, loss of consciousness, severe allergic reaction, suspected sepsis, mental health crisis with risk to self or others, and severe abdominal pain. Do not use telehealth or urgent care for these.

What does a Medicare Urgent Care Clinic (UCC) treat?

UCCs handle non-life-threatening but urgent issues that need same-day in-person assessment, such as minor fractures and sprains, mild to moderate cuts requiring stitches, minor burns, infections needing physical examination, and fevers in young children. UCCs are bulk billed and walk-in. Hours and capabilities vary by clinic.

What can a telehealth GP handle?

A bulk billed telehealth GP can handle most non-urgent issues including repeat prescriptions, medical certificates, mental health support, referrals to specialists, blood test and imaging requests, contraception, and assessment of many common conditions where a video review is sufficient. Telehealth is fastest for these because there is no travel and no waiting room.

Can a telehealth GP treat the same things as urgent care?

No. Anything that needs an in-person physical examination, imaging, stitches, or procedural care should go to urgent care or ED. Telehealth is suited to issues a GP can assess by history and video, such as prescriptions, mental health, referrals, and many infections or skin conditions. If your GP determines that an in-person review is needed, they will tell you.

How long are ED waits in Australia?

ED waits depend on the day, the hospital, and how urgent your condition is. Triage 1 (life-threatening) is seen immediately, while less urgent presentations can wait several hours. You can check live emergency department wait times across NSW, VIC, WA, SA, QLD, and TAS to compare hospitals before deciding.

Is urgent care free in Australia?

Medicare Urgent Care Clinics are bulk billed for everyone with a Medicare card, with no out-of-pocket cost for the consultation. Some private urgent care providers do charge fees. NewDoc telehealth consultations are also bulk billed for eligible Medicare cardholders.

Can I switch between options if my situation changes?

Yes. If a telehealth GP determines you need in-person assessment, they will refer you to urgent care or ED as appropriate. Likewise, urgent care clinics will redirect to ED if your condition is more serious than they can manage. Always escalate to 000 if symptoms become severe or rapidly worsen.

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