There are many types of support people which may include
- family or friend
- carer
- health support worker
- religious representative
- NDIS staff
A support person can be with the patient, or they can join virtually from another place.
The patient will need to advise the healthcare professional that they have a support person connecting virtually for the appointment.
Appointment preparation
Please ensure you have the connection details for the appointment, and you have tested your device. If you do not have the appointment link OR if you cannot find it, please talk to the patient.
Test if Telehealth works on my device
If connecting from home, update your smart device:
Day of the appointment
Connecting to support a patient
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,
- your connection link OR six-digit dial in number
Before you connect
Set up in a suitable, safe, and quiet place with a strong internet/Wi-Fi signal
To connect:
- Open the Email or SMS with the appointment link.
- Click on the appointment link
- Select ‘Allow’ to access your camera and microphone. If asked for a pin, you do not need one, just click ‘Join’.
- Once connected, you will see the clinic details on the screen.
- Open the Email or SMS that has the Telehealth Portal web address and six-digit dial in number
- Click on the Telehealth portal link.
- Select ‘Allow’ to access your camera and microphone.
- Enter your name and select the ‘Click to Make Call’ button
- Enter the six-digit dial number from your email or SMS and select the green camera button to connect
- If asked to enter a pin, you do not need to enter a pin, just select ‘Join’.
- 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.
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
If the patient needs clinical support or they do not have a suitable device, they may be able to attend at their:
- Local public hospital
- GP Clinic
- Aboriginal & Torres Strait Islander Medical Service
- Other primary health provider
We will arrange with the local public hospital and supply them with details for the appointment.
The patient will need to attend the arranged site at the time and date of the confirmed appointment.
If the patient needs to change the appointment, they will need to call the specialist clinic to arrange.
After the patients appointment
If the patient needs 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 the appointment.
For urgent requests, the patient will be contacted by phone to confirm where to send the script or request form.
Additional user guides/instructions
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.
No, you do not need to download app.
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.
No, although it is alike, this is an approved Queensland Health platform for use in a clinical setting.
No, you need to use the Queensland Health approved platform as it is secure.
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.
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 you can’t connect on the day, please contact the clinic to let them know and talk to you about other options.
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.
Most clinics have set appointment times, however sometimes there are delays. Please contact the clinic if you have any questions.
Yes. The Queensland Health Telehealth Portal and Virtual Clinic offers an easy, safe, and secure way to video call with your health professional.
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:
- 1800 066 888
- Monday – Friday 7:45am – 5:00pm