This information helps you understand your virtual healthcare experience with Telecare. We provide specialist medical care through video calls and online consultations, making healthcare accessible wherever you are.
What is Telecare?
Telecare is Australia's leading virtual healthcare provider, founded in 2019 to improve access to specialist care for people in rural, regional, and underserved areas. We work with over 300 registered clinicians across 30+ medical specialties and provide more than 3,000 virtual consultations each month.
Our mission: To provide affordable, timely, and convenient specialist virtual care for under-served populations, including those in regional and remote areas.
How Does Virtual Healthcare Work?
Virtual healthcare lets you see a specialist doctor through video calls or phone consultations. You can receive expert medical care without traveling long distances.
01.
Referral
Your GP or hospital refers you to Telecare for specialist care
02.
Contact
We contact you to schedule your virtual appointment
03.
Consultation
Meet with your specialist through video call or phone
04.
Attend your consultation
Follow-up
What to Expect During Your Virtual Appointment
Before Your Appointment:
We will send you instructions on how to join your video call
Test your device (computer, tablet, or smartphone) and internet connection
Find a quiet, private space with good lighting
Have your Medicare card and any referral letters ready
Prepare a list of your current medications
Write down any questions you want to ask
During Your Appointment:
Your specialist will review your medical history and symptoms
You may be asked to show the area of concern to the camera
The doctor will explain your condition and treatment options
Feel free to ask questions - this is your time
The consultation typically lasts 15-30 minutes
After Your Appointment:
Your specialist will send a letter to your GP
You may receive a treatment plan or prescription
Follow-up appointments can be arranged if needed
Emergency contact information will be provided if required
Our Specialist Services
Telecare provides virtual consultations across many medical specialties, including:
Cardiology
Dermatology
Endocrinology
Gastroenterology
Haematology
Hepatology
Neurology
Paediatrics
Oncology
Respiratory Medicine
Rheumatology
Sleep Medicine
Technology Requirements
Virtual healthcare lets you see a specialist doctor through video calls or phone consultations. You can receive expert medical care without traveling long distances.
Essential Requirements:
✅ A device with camera and microphone (smartphone, tablet, or computer)
✅ Stable internet connection
✅ Quiet, private space for your consultation
✅ Good lighting so the doctor can see you clearly
Need help with technology? Our team can provide technical support before your appointment. Contact us if you need assistance setting up your device or testing your connection.
Benefits of Virtual Healthcare
Telecare provides virtual consultations across many medical specialties, including:
Convenience
No travel required - see specialists from home
Flexible appointment times, including evenings and weekends
Reduced waiting times for specialist appointments
Cost Savings
Save on travel costs and accommodation
Reduce time off work
Medicare rebates available for eligible consultations
Quality Care
Access to experienced specialists
Continuity of care with follow-up appointments
Coordination with your local GP
Safety and Quality
Your safety is our priority. Telecare is committed to meeting the National Safety and Quality Digital Mental Health (NSQDMH) Standards.
We ensure:
All consultations are conducted by qualified, registered specialists
Your personal health information is kept secure and confidential
Emergency protocols are in place for urgent situations
Quality monitoring and continuous improvement processes
When Virtual Care May Not Be Suitable
While virtual healthcare is effective for many conditions, it may not be appropriate if:
You need a physical examination that requires touching or special equipment
You have a medical emergency requiring immediate in-person care
Your condition requires procedures that cannot be done remotely
You are not comfortable with technology or lack access to required devices
Emergency situations: If you are experiencing a medical emergency, call 000 immediately. Virtual consultations are not suitable for emergency care.
Your Rights and Responsibilities
Your Rights
Receive safe, high-quality healthcare
Be treated with respect and dignity
Have your privacy and confidentiality protected
Receive clear information about your condition and treatment
Ask questions and be involved in decisions about your care
Provide feedback about your experience
Your Responsibilities
Provide accurate information about your health and medical history
Ask questions if you don't understand something
Follow the treatment plan agreed with your specialist
Attend scheduled appointments or give reasonable notice if you need to cancel
Treat staff with respect and courtesy
Privacy and Confidentiality
We take your privacy seriously and follow strict guidelines to protect your personal health information.
How we protect your information:
All video consultations use secure, encrypted technology
Your health records are stored securely and accessed only by authorized staff
We share information only with your consent or as required by law
Staff are trained in privacy and confidentiality requirements
Providing Feedback
Your feedback helps us improve our services. We welcome comments, suggestions, and complaints.
How to provide feedback:
Speak directly with your treating specialist during your consultation
Complete our patient experience survey after your appointment
Contact our Patient Experience team (details below)
