Further information about phone and video appointments

I'd like to have a Telehealth PHONE consultation, what do I do?

  1. Check the cost of your appointment, your standard charges or bulk billing applies (call the clinic if you are unsure)
  2. Book your appointment (via calling the clinic or HotDocs)
  3. Dr will call you at your set time, please make sure you are able to take the call.
  4. After the call the Dr will transfer you to reception to process your payment over the phone or online (this will usually not be required if you are normally bulk billed).
  5. If you do pay over the phone or online, your Medicare rebate can be processed by the clinic (please ensure Medicare has your bank details for a faster rebate), and your Medicare rebate can be deposited directly in to your account.
  6. Please make future appointments with reception or HotDocs as required

I'd like to have a VIDEO consultation, what do I do?

  1. Check the cost of your appointment, your standard charges or bulk billing applies (call the clinic if you are unsure)
  2. Book your appointment. (via calling the clinic or HotDocs)
  3. Make sure you are ready to make a video call, you can check your video is working prior to your appointment from the information on this page.
  4. About 5 minutes prior to your appointment please click here and you will be taken to an electronic waiting room, please wait there, the Dr, Psychologist or Dietician will connect with you.
  5. At the end of the session, reception will call or SMS you a payment link or the practitioner will process your payment (if required).
  6. If you do pay over the phone or online, your Medicare rebate can be processed by the clinic (please ensure Medicare has your bank details for a faster rebate), and your Medicare rebate can be deposited directly in to your account.
  7. Please make future appointments with reception or HotDocs as required

Why Telehealth

To help stop the spread of COVID-19 the majority of our medical consultations and some of our allied health consultations have now moved to Telehealth (phone and video appointments). The less physical contact we have at this time, the safer it is for everyone. The Federal Government is now supporting this by greatly expanding Medicare services for Telehealth.

What is a Telehealth Service?
Sometimes when you see your Doctor, the Doctor may not need to physically touch you. Via observation and discussion, they can diagnose and offer treatment and/or prescriptions. A phone conversation or a video chat might be all the Doctor needs.

Other services, such as the psychologist or dietician, which are 'talking only' consultations can also be completed over the phone or via video. We prefer where possible to conduct video consultations, but the phone is fine.

What if I want to come in or I have to come in to see the Doctor?
This will be decided on by the Doctor. Everyone should make a Telehealth booking first (unless it is an emergency, in which case see our emergency and after-hours information on our home page). The Doctor will assess you via phone or video and either offer you appropriate treatment or advise you to make a booking to come in.

How much does it cost?
If you are currently being bulk-billed, you will continue to be bulk billed. If you don't have a health care card and are paying for services, standard charges apply. If you ordinarily pay after your appointment in the clinic, we will take a payment over the phone or online. Once we have processed your payment we can send the claim directly to Medicare where your rebate will be deposited directly in to your account. Please make sure Medicare has your bank details and address so that you rebate can be deposited quickly.

How do I get my prescription if I'm not there?
We will be offering eScripts. This is a new service where we can scan and email you your prescription or fax it directly to the chemist of your choice. There is now no need to come to pick it up.

How do I book a Telehealth appointment?
You can book using our online booking system (please select if you prefer a phone or video consultation) or by calling us and booking directly with reception (9699 9121), again please advise them if you would like a phone or video consultation. Face to Face bookings can only be booked by calling the clinic.

I want to do a video consultation, what equipment do I need?
We use COVIU Telehealth video conferencing. Other video services such as Skype, and FaceTime do not fully adhere to privacy and security requirements. COVIU was developed in conjunction with the CSIRO and adheres to medical encryption and security standards. It is web browser-based so you don't need to download any programs or apps. You can access it from iPads, tablets, and computers ( both Mac and PC) and even your phone if you can connect to the internet. Whatever device you are using you must:

*Have a working microphone
*Have working speakers
*Have a working camera
*Be connected to the internet

Before your first Video Chat we recommend you:

Check your Video is working HERE

If you are having Video problems you can troubleshoot HERE

Get further instructions on what to do HERE

 

If your video call drops out or is not working, the Doctor / Psychologist / Dietician will simply call you to complete the consultation.

 

If you are ready to proceed to with your phone or video appointment, please click hereĀ