Why use Telehealth?
Talk to your healthcare professional to see if Telehealth is right for you. Some good things about Telehealth are:
- You do not need to travel.
- You can save money. For example, money for parking, fuel, public transport, or a place to stay.
- You spend less time away from home and work.
Before my appointment
Appointment offer
You will get your appointment information by:
- A text
- A letter
- Or a phone call.
Most Telehealth appointments can be done from your home.
When you get the appointment details, check if you have the right device.
First do a test to see if you can use Telehealth on your device.
If you can use Telehealth, contact the clinic to confirm your appointment.
If you can not use Telehealth, contact the clinic.
If you require an interpreter, please advise the clinic when you confirm your appointment.
Confirm your appointment
Confirm is when you tell us you will come to the appointment.
If you are connecting from your home
- You will get a connection link by email or text.
If you are connecting from a public hospital or other care provider
- You will get a letter or text with their address and appointment information.
Get ready for your Appointment
Before your appointment:
Do any tests your health professional asks you to do.
For example:
- Pathology tests (like blood or urine tests)
- X-rays and scans (like Ultrasound or CT).
Make a list of any medicines you are taking.
Have your cards ready, like your:
- Medicare card
- Healthcare card
- Department of Veteran Affairs (DVA) card
- Concession card
If you do not have a Medicare card, you might need to pay for your appointment.
Please call the clinic to ask about this.
The clinic phone number will be in the appointment offer:
- Letter
- Email or
- SMS
If your Telehealth appointment is at home:
- You must update your smart device.
- Update your iPhone or iPad – Apple Support (AU)
- Check & update your Android version – Android Help (google.com)
If your Telehealth appointment is at a healthcare provider:
- Make sure you know where to go
- Check the address details
- Organise transport to get there.
A support person can come to your Telehealth appointment with you.
They can give support
- From the same place as you
- From somewhere else
You may be able to give consent during a Telehealth appointment.
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
Choose a quiet place for your videocall.
You need a good internet or Wi-Fi connection.
Put 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
- Test results
- Medicine list
- Medicare and other cards
- Your appointment link or your 6 digit number
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 hospital, GP, or another healthcare provider
You may be able to get an appointment in person if
- You need support
- You do not have the right device for video calls
You may be able to have your appointment at
- Your public hospital
- Your doctor
- Aboriginal & Torres Strait Islander Medical Service
- Another health provider
We will
- Make an appointment with your local public hospital.
- Send them information about your appointment.
You will need to get to the appointment at the right time and day.
If you need to change your appointment, please call the clinic.
After my appointment
After your appointment you might need:
- Scripts for medicine
- Pathology tests
- Medical imaging forms
At your appointment the clinic will explain how you will get these.
They might send them to you by
- Post
- Online
If it is urgent the clinic will phone you to get your details.
Additional user guides/instructions
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 help
For technical issues call the eHealth Technical Support Team on:
- 1800 066 888
- Monday – Friday 7:45am – 5:00pm