There are many types of support people like
- Family or friend
- Carer
- Health support worker
- A person from a religious group
- NDIS staff
A support person can
- Be with the patient
- Or they can join online from another place
The patient must tell the healthcare professional if their support person will join from somewhere else.
Appointment preparation
Please make sure that
- You have the details to connect to the appointment
- You have tested your device
If you do not have the appointment link or if you cannot find it, please talk to the patient you are supporting. If the patient does not have the link, ask them to contact the clinic for it to be sent.
Test if Telehealth works on my device
If connecting from home, update your smart device:
Day of the appointment
Connecting to support a patient
Put mobile devices like a phone or tablet up on a flat surface.
If you have a headphones or earphones use them to get clear sound. Connect your headphones before your appointment or test call.
Make sure you can see yourself on the camera.
Turn down any noises nearby like your TV or radio.
Get everything ready that you need for your appointment like:
- Glasses
- Hearing aids,
- Your connection link OR six-digit dial in number
Before you connect
Choose a quiet place for your videocall.
You need a good internet or Wi-Fi connection.
To connect from home
There are two ways to connect:
- You may be sent a link
- You may be sent a six-digit dial in number plus a link
- Open the Email or SMS with the appointment link.
- Click on the appointment link
- Select ‘Allow’ to access your camera and microphone. You do not need a PIN number. You can just click ‘Join.’
- When you are connected, you will see the clinic information on the screen.
- Open the email or text with your appointment details.
You will find:- a link for the Telehealth Portal
- a dial in number with 6 numbers in it.
- Click on the Telehealth link
- Select ‘Allow’ to access your camera and microphone.
- Enter your name. Choose the ‘Click to Make Call’ button.
- Enter the six-digit dial number from your email or text. Choose the green camera button to connect
- You do not need a PIN number. You can just click ‘Join‘.
- When you are in the call:
You might join before your health professional.
You will see this on your screen:- The Queensland Government logo
- The Telehealth services phone number
- If your health professional has already joined, you will see them.
Screen if you join before your health professional
Screen if your health professional has already joined
Connecting from your local public hospital, GP, or other primary healthcare provider
The patient may be able to have an appointment in person if
- They need support
- They do not have the right for device for videocalls.
They may be able to have their appointment at
- Your public hospital
- Your doctor
- Aboriginal & Torres Strait Islander Medical Service
- Another health provider
We will
- Make an appointment with the local public hospital
- Send them information about the appointment
The patient must get to the appointment at the right time and day.
If the patient needs to change their appointment, they must call the specialist clinic.
After the patients appointment
After the appointment the patient may need
- Scripts for medicine
- Pathology tests
- Medical imaging forms
The clinic will explain how the patient will get these in the appointment.
They may send them to the patient by
- Post
- Online
If it is urgent the clinic will phone the patient to get their details.
Frequently Asked Questions (FAQs)
Telehealth is a video call.
We have made Telehealth video calls easy and simple to do.
When you get an email, please follow all the steps.
You can ask a support person to assist you.
If you need help
- Call 1800 066 888
- Monday to Friday
- Between 7:45am to 5:00pm
If the technical support team cannot help, you can
- Contact the clinic
- Ask about other appointment options
No, you do not have to use Telehealth for your appointment.
Please contact the clinic and they will talk to you about other appointment options.
No, you do not need to download an app.
No, you do not have to be at your home address.
But you do need to be somewhere private.
This is a medical appointment.
We might talk about things that are private.
If the health professional thinks you are not in a safe place, they may stop the appointment.
You will need to have a new appointment.
No, this is a special platform for Queensland Health. We use it for health and medical work.
You need to use the Queensland Health video calling system. It is safe and private.
Yes, you can connect from anywhere.
You just need internet and a device.
Please remember that your appointment will be in Queensland time.
Some countries have internet restrictions.
Make a test call before the appointment to make sure you can connect.
Yes, you can have someone with you.
They can be with you in person.
They can also join the call from another place.
If your support person will join from somewhere else, please tell us when you connect.
If you cannot connect to the videocall on the day
- Contact the clinic to let them know
- They will talk to you about other options.
Sometimes the clinic might be late. They might be busy on other appointments.
You may see the wait time on the welcome screen.
If you wait longer than this time
- Please contact the clinic.
If there is no wait time on the screen
- Contact the clinic if you wait more than 15 minutes.
Usually yes, please contact the specialist clinic and they will talk to you about appointment options.
Most clinics have set appointment times.
But sometimes it can take longer than planned. Please contact the clinic if you have any questions.
Yes, telehealth is safe.
Queensland Health videocalls are a safe and easy way to talk to your health professional.
Yes, you need to use the internet to make a videocall. It will use some of your internet data.
A 15 minute call can use up to 200 megabytes of data.
Megabytes are the information your device uses when it uses the internet.
Technical support
For technical issues call the eHealth Technical Support Team on:
- 1800 066 888
- Monday – Friday 7:45am – 5:00pm