Frequently asked questions
How does Telebaby work?
After you make a booking, you will receive a secure video link by email and SMS. At the time of your consultation, you will meet with Dr Sam, Consultant Paediatrician, from the comfort of your home. You'll be able to discuss everything about your child, share images and get peace of mind. It's just like visiting a doctor in person, so you'll be asked lots of questions, discuss the concerns you're having and come up with a plan
How do I book a consultation?
It’s easy! Watch this short 1-minute video to see the step-by-step process:
Prefer to read the steps? Here is the process in brief:
- Go to the Telebaby website and choose the consultation you need.
- Select a day and time that suits you.
- Enter your details and confirm your booking.
- You will instantly receive a secure video link by email and SMS.
- Shortly after, you will receive a patient intake form to complete your child’s details and upload any documents such as a GP referral or other medical information if needed.
- When it is time for your consultation, click the video link to meet with Dr Sam online.
No apps to download and no account needed.
How soon can I get a booking?
Most families can book a same-day or next-day consultation. If you cannot find a suitable time, you can email contact@telebaby.com.au and we will try our best to assist.
What ages do you treat?
Telebaby provides paediatric care for babies and children from birth to 16 years of age.
- Babies 0 to 12 months: We support all baby health concerns you may have, ranging from routine issues to acute illnesses and everything in between.
- Children 1 to 16 years: We provide care for a wide range of acute illnesses and general paediatric concerns.
Exclusions: ADHD assessments, autism spectrum disorder, complex behavioural issues, and mental health concerns are not included in this service.
What types of problems do you treat?
Telebaby provides paediatric care for babies and children from birth to 16 years of age. We support a wide range of baby and child health concerns through online video consultations with Dr Sam.
For newborns and babies (0–12 months), we commonly help with:
- Unsettled or colicky behaviour
- Reflux
- Cow’s milk protein allergy or intolerance (CMPA/CMPI)
- Suspected food allergies
- Feeding issues
- Formula selection
- Constipation
- Growth or weight concerns
- Eczema and rashes
- Tracheomalacia or noisy breathing
- Jaundice
- Abnormal movements
- Hip dysplasia or hip ultrasound queries
- Urinary tract infections
- Haemangiomas or birthmarks
- Head shape or head circumference concerns
- Second opinions for any baby health concern
- Other routine or acute baby issues
For older children (1–16 years), we commonly help with:
- Allergies
- Asthma and wheezing
- Coughs and croup
- Ear pain
- Eye problems
- Fever
- Minor head injury or concussion
- Rashes and eczema
- Sore throats
- Vomiting or abdominal pain
- Constipation or diarrhoea
- Urinary tract infections
- Acute or recurrent balanitis
- Iron deficiency
- Growth concerns
- Repeat prescriptions for ADHD medication for children already stable on treatment
- Second opinions for child health concerns
- Other acute or general paediatric concerns
Conditions not included
Telebaby does not provide assessment or management for:
- ADHD (however we can provide repeat prescriptions for children already on stable treatment)
- Autism spectrum disorder
- Complex behavioural issues
- Mental health concerns
When to seek emergency care
If you suspect your child needs urgent or hospital care, please dial 000 or attend your nearest Emergency Department immediately.
What services do you provide?
Telebaby provides a full range of online paediatric services. We can provide:
- E-scripts for medications and specialised infant formulas for cow’s milk protein allergy
- Pathology request forms for blood tests and investigations
- X ray and ultrasound referrals
- Medical certificates for school, childcare, or work
- Specialist referrals when further assessment is needed
Dr Sam also provides one week of follow-up support after your consultation to make sure your child is improving and your questions are answered.
What about a physical exam?
Dr Sam can attain a lot of information within a telehealth consult, just by hearing your concerns and observing your child and their behaviour. If Dr Sam feels your child needs to have a physical exam, he will refer you to a specialist or to the Emergency Department.
Do I need to live in Sydney to use Telebaby?
No. Telebaby provides care Australia-wide, so you can access our telehealth services from anywhere in Australia.
Do I need a GP referral?
A GP referral is not required to make a booking.
If you would like to receive a Medicare rebate, a GP referral must be issued before your consultation.
Without a referral, the full consultation fee will apply.
You can email the referral to contact@telebaby.com.au at any time before your consultation or during your consultation, or you can upload it directly through the link that is sent after your booking.
If you need help obtaining a GP referral, you can email contact@telebaby.com.au and we will guide you to an online service that can provide one.
Referrals should be addressed to:
Dr Samuel Heitner
Telebaby
Suite 1, Ground Floor
135 to 153 New South Head Road
Edgecliff NSW 2027
How can I get a Medicare rebate?
To receive a Medicare rebate for your consultation, you will need:
- A GP referral, that has been issued before your consultation.
- A Medicare number for your child
If you have both at the time of your consultation, we will process the Medicare claim for you. Rebates usually arrive within 1 to 2 business days.
If you have a GP referral but your baby does not yet have a Medicare number, that is completely fine. Email the Medicare number to contact@telebaby.com.au once it is issued, and we will process the rebate for you.
If you need help obtaining a GP referral, you can email contact@telebaby.com.au and we will guide you to an online service that can provide one.
Medicare rebates for initial and follow up consultations differ based on Medicare rules and your previous visits. Your exact rebate can always be confirmed before your appointment, so you know your out-of-pocket cost.
A table with the expected Medicare rebates can be found on our Pricing page on our website.
Medicare rebates may be higher if your family has reached the Medicare Safety Net.
Rebates are set by Medicare and may change over time.
What hours are you open?
Monday to Friday: 8:30 am to 6:00 pm AEST
Saturday: 9:00 am to 12:00 pm AEST
Sunday: 4:30 pm to 8:00 pm AEST
If you need a consultation outside these hours, please email us and we will do our best to assist.
Can Dr Sam prescribe medications?
Yes. Dr Sam can prescribe antibiotics, allergy medications, creams, and other treatments when clinically appropriate. He can also prescribe specialised infant formulas for cow’s milk protein allergy and provide repeat prescriptions for ADHD medication if your child is already stable on treatment. All prescriptions are sent as e-scripts directly to your mobile phone or email.
Can Telebaby order blood tests, X-rays or ultrasounds?
Yes. When needed, Dr Sam can arrange pathology tests, X-rays, ultrasounds, and other investigations. Your referral or request form will be emailed to you straight after your consultation, and you can attend any clinic of your choice.
Is Telebaby service secure and private?
Yes. All consultations use encrypted, secure connections that meet healthcare privacy standards. Your child’s information is always kept confidential.
What is Telehealth?
Telehealth is the use of technology to receive healthcare services remotely. It allows you to connect with Dr Sam through video calls, phone calls, or online messaging, providing convenient access to medical care and advice from home. At Telebaby, we leverage Telehealth to deliver high-quality care and support, making healthcare more accessible and convenient for you.
Do I need to download any software or applications for Telebaby?
No, there is no need to download any software or applications. Telebaby can be accessed from any device connected to the internet, including your mobile phone, iPad, laptop, or computer desktop. Simply click the link we send you to join your consultation.
Can both parents join the consultation?
Yes. Both parents or caregivers can join the same video call by using the same video link, even from different devices.
What if I need to reschedule?
You can reschedule your consultation using the link in your confirmation email. If you need help, email contact@telebaby.com.au.
What if my internet connection is poor?
If your video drops out, Dr Sam will continue the consultation by phone so that you still receive full care without interruption.