Your Virtual Healthcare with Telecare
Information for patients and families
Welcome to Telecare Virtual Healthcare
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.
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.ReferralYour GP or hospital refers you to Telecare for specialist care
- 02.ContactWe contact you to schedule your virtual appointment
- 03.ConsultationMeet with your specialist through video call or phone
- 04.Attend your consultationFollow-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)
- Submit feedback through our website
book your specialist appointment today
Over 300+ Specialists and Allied Health Professionals