What is Telehealth?
Telehealth is the use of videoconferencing (live video on computer) or a telephone call for appointments with a doctor when they are at a different location to their patient. You may have seen videoconferencing used on television when the host of a show is interviewing a guest overseas.
GenesisCare has adopted telehealth measures to provide a means to which we can support ongoing provision of services and consultations for all patients and referrers. Our commitment and focus continues to be ensuring the best possible outcomes for all of our patients.
Why have I been asked to use Telehealth?
Your doctor may have indicated that your consultation may be a candidate for telehealth. This means that you will be able to meet your doctor using telephone or video conferencing technology, as your doctor will be at a different location to you.
The benefits of telehealth may include:1
- Improved access to your specialist/doctor
- Reduced in clinic time, travel time and cost
- Reduced absence from work
- Reduced waiting time
The GenesisCare team will be in contact with you to provide the telehealth meeting information, and about how to connect via any required video conferencing technology.
What will happen and how private will it be?
Before the consultation begins, the doctor may ask you a few identification questions that could include your name, address, and date of birth to make sure the correct patient, doctor, and health records are present. The doctor will speak with you and may ask you questions that they would usually ask in a face-to-face consultation. As with a face-to-face appointment, your spouse, partner, family or friend may accompany you if you wish.
Your telehealth appointment will be private and confidential.
What equipment do I need to use Telehealth?
You can connect on a laptop or computer, with audio and video enabled. A tablet device is recommended.
The mobile devices below can easily be used:
- An Apple mobile device (iPhone, or iPad); or
- An Android device (e.g. Samsung Galaxy phone or tablet, Google Pixel phone, etc)
Internet connection requirements:
- Wifi connected to an NBN, ADSL, or Cable service; or
- 4G or 5G mobile service with four bars
Fees and Charges
The GenesisCare team will be in contact with you directly regarding applicable consultation fees.
If the telehealth meeting is held via videoconferencing technology, please note that you may incur excess bandwidth charges from your telecommunications provider, if, in the event that you do exceed your limit. GenesisCare cannot be held liable for these charges.
How do I get started?
If your telehealth consultation is taking place via videoconferencing application, ZOOM, please follow the below instructions prior to the consultation.
Install the application
Note: You only need to complete this step once per device that you wish to use.
- Visit http://genesiscare.zoom.us
- Select ‘Download Client’. If prompted, allow your device to open the App (in the App Store).
- Install or Download the ZOOM Cloud Meetings app as prompted.
Allow for 15 minutes for preparation time and connecting. Also make a list of questions related to your care.
Before you start:
- Try to find a quiet, well-lit area before you start. Background noise will affect your doctor’s ability to hear you clearly
- Choose a private space
- Try to ensure that you have good coverage where you are. This means choosing a location with several bars of 4G coverage, or a location near your Wifi Router at home
- Switch your mobile to silent mode
- Speak clearly so your voice can be picked up by the microphone
- Look at the camera so you can achieve good eye contact with the specialist
Note: You can use the same link each time you join a consultation with your doctor.
- Ensure the device has a working webcam and speakers, and these are on. Headphones can be used as an alternative to speakers. Ensure the volume is at an appropriate level
- Enter the link in a web browser window as provided in the text message sent to you
- The system should automatically download the software if it’s the first time. If it does not occur automatically, a link should be available to follow.Depending on your device, installation procedure may vary.
- You may be requested by the app to make changes to your device. Please click yes
- Once installed, you may need to open the application, or it may occur automatically
- You will then be prompted to enter your name. This will be how the doctor views you, please enter your full first and last name
- You will then be placed in a virtual waiting room. You will not hear or see anyone at this point. When the doctor is ready, they will connect with your session and the appointment will begin
Note: You can use the same link each time you join a consultation with your doctor.
- Click the link in the text message sent to you. When prompted allow the other App (ZOOM Meetings) to download and open from the app store (apple) or play store (android)
- You will then be prompted to enter your name, it may already contain the name of your iPhone, if not, please enter/update to your full first and last name. Press Continue
- You will then be requested to provide access to your camera and microphone or 'Call via device audio'. Press OK
- Zoom will request to send push notifications. This is a user decision and has no impact
- When prompted, select Join with Video
- When prompted, select ‘OK’ to allowing Zoom to use the microphone
- If prompted (iPhone), select ‘Call using Internet Audio’ to use the microphone and speakers on your device
- You will then be placed in a virtual waiting room. You will not hear or see anyone at this point. When the doctor is ready, they will connect with your session and the appointment will begin
Note: you do not have to hold the phone or tablet to your face. Placing it on a table so that the doctor can see you through the camera will provide the best possible experience.
- Once your consultation is complete touch the screen once, a control bar will display at the top, if on a mobile device
- Then/else press ‘Leave Meeting’
Administrative staff may be in contact with you via phone after the consult to ensure any follow items are addressed. This may include collecting information or organising next steps if necessary.
It might be necessary to arrange logistics of collecting pharmaceutical prescriptions or requests, where possible we will try to encourage electronic transmission of these to established providers.
Of course! If you are not comfortable talking to your doctor by Telehealth, please feel free to discuss this with us. We can advise you of the availability of face-to-face appointments and options. We understand that all our patients have difference experiences and expectations and we hope to meet your requirements.
If you are unable to attend, please phone your GenesisCare centre as soon as possible.
Our goal is always to provide you with the best possible care. We will do our best to ensure that the care we provide is of the highest possible standard.
Contact us
Should you have any further questions or concerns, please speak to a member of the team at your GenesisCare centre.
Find a centre near you
- Australian Digital Health Agency. Telehealth. Available at: https://www.digitalhealth.gov.au/healthcare-providers/initiatives-and-programs/telehealth (accessed 24 August 2023)