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Instead of attending a face-to-face appointment, telehealth uses technology to connect everyone to the medical appointment.

  • All participants will be able to hear and see – it’s just like being in the same room, but you can be anywhere.
  • Other people can join and participate – such as your family members, carers or other health or social care providers.
  • You will still receive the same standard of care, regardless of whether you attend your appointment face-to-face or via telehealth.
  • Telehealth services are provided using secure platforms. Like any face-to-face consultation your privacy and confidentiality will be maintained.

You can ask to receive your care via telehealth. Your clinician will discuss with you the type of telehealth that will be suitable to meet your needs, including what equipment is required. This could be a mobile phone, tablet, laptop or other specialised equipment.

Telehealth can take some getting used to, but it’s easy to set up. It’s a great idea to test your connection prior to your appointment and reach out for help if you have any problems.  You will be given instructions on how to connect.

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Telehealth etiquette for patients and carers

Set up a suitable space for your virtual appointment

A quiet space free of distractions is important. Be aware of loud noises and turn off the TV and other appliances that are noisy.

Lighting is also very important. Don’t sit with your back to a window as the light can flood the camera and you won’t be seen.

It is recommended that you use the self-view feature when you log into the platform. Take notice of what you can see and rearrange furniture if required.

Set up your device so it is stable and at eye level

You will have a better appointment if you don’t have to hold your device. Set it up so it is at eye level and captures a close up view rather than a distant view of you.

Connectivity and technology

Having a stable internet connection is the most important requirement to ensure you have a quality connection with your healthcare provider. You can conduct a speed test.

NSW Health providers will provide you with a link to connect to them. You do not need to purchase any software to participate. You may need to purchase a webcam or a speaker if the device you are using does not have this built in.

It is recommended that you arrange for a test prior to the appointment. If you have any issues you should contact the healthcare provider or clinic or the patient technical support number (02) 8644 2867.

Be punctual

If you have already tested your connection you will only need to connect five minutes prior to your appointment time.

If you are unable to attend your appointment please call the service to cancel and reschedule your appointment.

Talk to your healthcare professional if you have any questions about your telehealth appointment.