I am a patient2024-11-12T08:54:04+10:00

I am a patient

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    Benefits of Telehealth

    Talk to your healthcare professional to see if Telehealth is appropriate for your next appointment.  Telehealth can:

    • Reduce or remove your need to travel.
    • Save money on parking, fuel, public transport, and accommodation.
    • Spend less time away from home and work.

    Before my appointment

    Appointment offer

    Your appointment offer will be sent to you via SMS, letter, or a phone call.

    Most Telehealth appointments can be done from your home. When you receive the offer, check you have the right device.

    Test if Telehealth works on my device

    If successful, please contact the clinic to confirm your appointment.

    If you require clinical support or do not have a suitable device, you may be able to attend your;

    • local public hospital
    • GP Clinic
    • Aboriginal & Torres Strait Islander Medical Service
    • Other primary health provider.
     If you require an interpreter, please advise the clinic when you confirm your appointment.

    Appointment Confirmation

    After confirming, if you are connecting from your home, you will receive connection link via email or SMS for your appointment.

    If you are connecting from another local public hospital or other care provider, you will get a letter or SMS with their address and appointment details.

    Appointment Preparation

    Before your appointment:

    •  If asked by your health professional, complete any pathology tests (blood, urine, etc), x-rays and scans (Ultrasound, CT, etc)
    •  Have an up-to-date list of medicines with you.
    • Have your Medicare, Healthcare, Department of Veteran Affairs (DVA) or Concession cards with you. If you do not have a valid Medicare card, a fee may apply. Please call the clinic to talk about this.
    • If connecting from home, update your smart device
    • If you are attending at your local healthcare provider, please check the address details and organise your transport
    • A support person can attend your Telehealth appointment with you, they can also connect from another place.
    • It is possible to be consented during a Telehealth appointment, talk to your healthcare professional.

    If you do not have the appointment link OR if you cannot find it, please call the clinic and they will send the link.

    Day of my appointment

    Connecting from home

    Before you connect

    Set up in a suitable, safe, and quiet place with a strong internet/Wi-Fi signal

    If using a phone or other mobile device, place it up on a flat surface and make sure you can see yourself.

    Turn down any background noise e.g., TV or radio.

    Have any items you may need during the appointment ready:

    • glasses
    • hearing aids
    • relevant test results
    • medicine list
    • medicare and other cards
    • your connection link OR six-digit dial in number.

    To connect:

    1. Open the Email or SMS with the appointment link.
    2. Click on the appointment link
    3. Select ‘Allow’ to access your camera and microphone. If asked for a pin, you do not need one, just click ‘Join.’
           
    4. Once connected, you will see the clinic details on the screen.
    1. Open the Email or SMS that includes the Telehealth Portal web address and six-digit dial in number
    2. Click on the Telehealth portal link
    3. Select ‘Allow’ to access your camera and microphone.
    4. Enter your name and select the ‘Click to Make Call’ button
    5. Enter the six-digit dial number from your email or SMS and select the green camera button to connect
    6. If asked to enter a pin, you do not need to enter a pin, just select ‘Join’.
    7. Once connected:
      • If you join before your health professional, you will see the Queensland Government logo and the Telehealth services phone number (as per image below).
      • If your health professional has already joined, you will see them.
        Screenshot of what you see if you join before your health professional

        Screen if you join before your health professional

        Screenshot of what you see if your health professional has already joined

        Screen if your health professional has already joined

    Connecting from your local public hospital, GP, or other primary healthcare provider

    If you need clinical support or do not have a suitable device, you may be able to attend your:

    • Local public hospital
    • GP Clinic
    • Aboriginal & Torres Strait Islander Medical Service
    • Other primary health provider

    We will arrange with your local public hospital and supply them with details for your appointment.

    You will need to attend the arranged site at the time and date of your confirmed appointment.

    If you need to change your appointment, please call the specialist clinic to arrange.

    After my appointment

    If you need any:

    • scripts for medicine
    • pathology tests or
    • medical imaging forms

    They will either be posted or organised online by the clinic as talked about during your appointment.

    For urgent requests, you will be contacted by phone to confirm where to send the script or request form.

    Additional user guides/instructions

    Frequently Asked Questions (FAQs)

    I have the right device, but I am not good with technology, what if I can’t do it?2024-04-23T15:27:03+10:00

    We have made it simple so more patients can do telehealth (video calls). When you receive an email, please follow all the steps. You can ask a support person to assist you. If you need help (1800 066 888 – Mon-Fri 7:45am – 5:00pm).

    If the technical support team are unable to help you, please contact the clinic to discuss appointment options.

    Do I have to do a telehealth (video call) appointment?2024-04-23T15:27:29+10:00

    No, your appointment does not have to be via telehealth, please contact the clinic and they will talk to you about other appointment options.

    Do I need to download an application (app) for my Telehealth appointment?2024-04-23T15:28:02+10:00

    No, you do not need to download app.

    Do I have to be at home if I am using my own device?2024-04-16T16:12:29+10:00

    No, you do not have to be at your home address however, you do need to be somewhere private. This is a medical appointment, and we may need to discuss things of a private nature with you. If the health professional feels you are not in a safe or appropriate location, they may stop the appointment. The appointment will be rescheduled.

    Is this FaceTime, Skype, Zoom or other video call platform?2024-04-23T15:28:34+10:00

    No, although it is alike, this is an approved Queensland Health platform for use in a clinical setting.

    Can I just use FaceTime, Skype, Zoom or other video call platform?2024-04-23T15:34:30+10:00

    No, you need to use the Queensland Health approved platform as it is secure.

    Can I connect from interstate or overseas?2024-04-23T15:34:51+10:00

    Yes, you can connect from anywhere with internet and a device.

    Please remember, the appointment will be in Queensland time.

    Some countries have internet restrictions, please complete a test call before the appointment to make sure you can connect.

    Can I have a family member or friend support me?2024-04-23T15:39:37+10:00

    Yes, you can have someone with you. They can be with you in person, or they can join virtually from another place.

    If your support person is joining virtually, please let the staff know when you connect.

    If I can’t connect on the day will I be able to have my appointment another way or will it get cancelled?2024-04-23T15:35:48+10:00

    If you can’t connect on the day, please contact the clinic to let them know and talk to you about other options.

    What if I connect at the time of my appointment and my consultation does not start? (ie clinic running late)2024-04-23T15:39:22+10:00

    Some clinics will display an expected wait time on their welcome screen, if you are waiting longer than this, please contact the clinic.

    If there is no wait time stated. Please contact the clinic if there is a delay longer than 15 minutes.

    I have been asked to attend at another hospital, but it is not my closest local public hospital, can I change this?2024-05-10T10:03:28+10:00

    Usually yes, please contact the specialist clinic and they will talk to you about appointment options.

    Will I have a set appointment time, or will I have to be available all day?2024-04-23T15:38:27+10:00

    Most clinics have set appointment times, however sometimes there are delays. Please contact the clinic if you have any questions.

    Is Telehealth safe?2024-05-10T12:41:47+10:00

    Yes. The Queensland Health Telehealth Portal and Virtual Clinic offers an easy, safe, and secure way to video call with your health professional.

    Does this use my internet data?2024-04-23T15:35:25+10:00

    Yes, this is a web-based platform and needs internet access. A 15-minute connection will use approximately 130 – 200 megabytes of data.

    Technical support

    For technical issues call the eHealth Technical Support Team on:

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