Telehealth
Videoconferencing Information for Patients and Carers
Videoconferencing appointments
Some of the clinical services we provide at South Eastern Sydney Local Health District can be provided virtually with the use of telehealth technology.
healthdirect Video Call is a new, safe video call service for healthcare in NSW. It has replaced myVirtualCare (MyVC) and Pexip for video appointments with doctors and health teams.
Talk to your service provider about the availability of virtual care.
If an appointment is to be delivered virtually, you will receive an email or text message with the details of the time, and what to have with you during the appointment. A link to the healthdirect Video Call audiovisual platform will be provided, and user guides for these can be found at the bottom of this page.
Preparing for your appointment
If you have a device that is capable of video calls, check that you have:
- a private, well-lit area where you will not be disturbed
- a device with internet, a camera (webcam), speaker and microphone (these features are internal to most laptop and mobile devices such as mobile phones or tablets)
- a good internet connection (at least 0.4Mbps for download and upload – see www.speedtest.net)
- any documents your care team has asked you to have with you at the time of the appointment
- a list of any questions that you've already thought of that you would like to ask your care provider during your appointment
There are no additional fees for using telehealth, except for your internet or phone usage.
A 15-minute consultation uses approximately 130 megabytes (Mb) of your data download.
On the day of your appointment
Your telehealth appointment will happen exactly as it would in person. The platform is secure, and your privacy is protected. You can attend virtually using:
- a desktop or laptop computer (PC or Mac) using Google Chrome
- a device such as smartphone (mobile) or tablet. Apple and Android devices are suitable.
Joining your appointment
- 10 minutes before the scheduled time, access the virtual care appointment using the link provided. The link is contained in the email or SMS you were sent after the appointment was booked.
- You will be prompted to test your audio and video. Ensure you 'allow' access to your microphone & camera, if prompted.
- You will be placed in a virtual waiting room. The healthcare provider will be with you when they are ready.
Please be aware that wherever possible it is recommended that you use a computer or laptop as this will provide a better user experience, however tablets and mobile phones can also be used.
If you would like a family member or support person to attend with you and they are not located with you, you can provide them with the link that your care provider has given you and they will also be able to connect to the appointment.
Experiencing issues?
If you're having trouble joining the appointment, refer to the Healthdirect Video Call troubleshooting guide. If you cannot find a solution for the issue within the guide, contact the Healthdirect video call service desk on 1800 580 771 for support.
Important information
- You may choose not to participate in a telehealth consultation
- There should be no additional cost to you other than your usual consultation fees
- You can choose if a family member attends the appointment with you
- If you are uncomfortable you can ask to finish the consultation
- A follow up appointment will be made if required
- Feel free to ask any questions you have both before, during and after the consultation
Patient user guides
