About virtual care

Virtual care, sometimes called telehealth, connects you to your doctor, nurse or specialist online or over the phone. It gives you more options about how you access healthcare.

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Overview 

Virtual care, also known as telehealth, uses video or phone technology to offer patients a convenient way to connect with health professionals. You might have already used it, such as to get a repeat prescription from your doctor via your mobile phone. 

Virtual care can range from a telephone or video consultation with your healthcare provider to discuss your ongoing management of health concerns. These consultations can be used to share test or scan results with a qualified health practitioner. It may even involve using special devices to monitor and manage your health outside of a clinic or hospital.

Virtual care doesn't replace face-to-face care, it is just one option for your healthcare.

You can work with your doctor to decide if virtual care is right for you. There will be times when your doctor will need to see you face-to-face and other times where it can be delivered virtually, the choice is yours. 

If you decide to try virtual care, you will continue to have the choice of face-to-face care when you need it.

More and more services are offering virtual care. Examples include managing chronic conditions, virtual rehabilitation and in-hospital services, like Telestroke.

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Virtual care in NSW

Discover how virtual care works, and how it can help you.

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Video transcript

Virtual care in NSW

Every day virtual care is giving people like you more choice, more choice about how you access healthcare.

Virtual care gives patients, their loved ones, and carers the opportunity to access safe high-quality care where and when you need it.

So, what is virtual care, and how can it help you?

Virtual care, also known as telehealth, is another way to connect with your healthcare provider and complements the in-person care you already receive.

There are many different types of virtual care, including telephone or video consultations with your healthcare provider, sharing test results and images with your healthcare provider for advice, or using technology to monitor and manage your health at home.

Receiving virtual care means you can include family members and carers in some of your appointments, so you can stay close with them, your home, and community, avoiding travel time and disruption to your routine.

You may also be able to access specialist services not usually available in your area.

Virtual care is suitable for many specialties such as rehabilitation, mental health support, maternity and parenting services, or regular appointments with your healthcare provider.

Virtual care can connect you with safe, high-quality care in a way that suits you and your individual needs.

To find out if virtual care is right for any of your appointments, speak with your healthcare provider.

For more information about virtual care in New South Wales, visit the New South Wales health website, www.health.nsw.gov.au/virtualcare.

How to use virtual care

Virtual care appointments are designed to be easily accessible and adaptable, offering the same safety and quality standard as a face-to-face appointment wherever you are, whether you're on the move, overseas or at home.

If virtual care is right for you, your healthcare clinician will give you the choice of virtual care and all the information about how to use it.

How to use virtual care will provide you with information on your virtual care appointment and what you will need to get access. 

Types of virtual care

Virtual care includes remote consultations and remote monitoring solutions.

Telephone and video consultations

Virtual care can be delivered via your phone, laptop, tablet or iPad. Most of the technology is similar to what you use to phone or video call your friends and family. Video platforms are safe, secure and accessible. Some of the platforms we use include:

You will need a stable internet connection or mobile data to participate in video consultations. You do not need to pay to access any of the platforms.

Remote monitoring

Remote monitoring involves using devices to monitor and manage your health at home. The data from these devices is usually uploaded on an application and shared with your doctor or specialist. Remote monitoring devices can be used to measure things like:

  • blood glucose
  • blood pressure
  • heart rate and heart rhythm
  • respiratory function
  • oxygen saturation
  • body temperature and body weight and more.

You can also share test results and images with your treating doctor, or your other healthcare providers.

1:00

What are the different types of virtual care?

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Video transcript

What are the different types of virtual care?

Virtual care complements the in-person care you may already receive, and can include telephone and video call consultations with your health professional.

Your health and progress can be monitored remotely by your healthcare provider. This is done using wearable devices apps and online portals.

With your permission clinical information such as imaging and reports can be electronically sent to a range of specialist services for review and advice.

Virtual care can be used in a range of health services, including Allied Health, Mental Health Services, maternity and parenting care, or regular appointments with your healthcare provider. To find out if virtual care is right for any of your appointments speak to your healthcare provider.

Benefits of virtual care

Virtual care can make it easier to receive care. Patients, carers and families have told us that some of the benefits of virtual care include:

  • accessing care from home or closer to home
  • reducing travel time and costs, which can mean more time for things that are important to you
  • involving family members or carers in appointments, no matter where they are
  • including other doctors, like your GP, or other specialists in your appointments
  • connecting with specialist services, including interpreters, that might not be available in the local area. For example, if you live in a rural town, you can connect to specialists in metropolitan areas.

Health professionals have told us that virtual care supports them by:

  • improving access to specialist services and support
  • improving clinical networks and professional collaboration
  • facilitating flexible service delivery models and multidisciplinary care.
1:17

Virtual care in NSW

Hear from our patients, carers and clinicians about their experiences of virtual care.

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Video transcript

Virtual care in NSW

[Nina]

To have somebody there that can visualise what's going on with you and have a conversation with you, that is great technology.

[Dr Rachel and Dr Ben James]

And in a virtual world really the isolation just disappears which is a fantastic way to work and it really is the way forward in terms of rural health.

[Chris]

Because of the fact that you can break the screen up, everybody can converse at the same time.

[Pam and Terry]

We get treatment straight away.

[Fiona and Killian]

It was just so much more, it just felt like they were in the room with me and even though Killian was in Ireland and Heather was at the hospital I wasn't as isolated as geographically I was.

[Lynne Peterson]

And it's all about you know inclusiveness in care, it's not just one one person delivering care, it's very much a team.

[Dr Rachel and Dr Ben James]

You're not alone, it's just that your team is virtual, rather than you know actually standing there.

[Nina]

Yes I'm grateful, so grateful for their service and their time as well.

[Lynne Peterson]

Yeah I recommend it to anyone.

[Chris]

Oh it's a major thing, it's truly a wonderful service.

NSW Virtual Care Strategy – 2021-2026

The NSW Virtual Care Strategy supports a coordinated, consistent and sustainable approach to scale virtual care across NSW. It builds on the important and innovative work of many health partners across NSW.

Read the NSW Virtual Care Strategy 2021-2026 (PDF 4.55MB).

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Information for patients, carers, families and the community

Virtual care in NSW: Guide for patients, carers, families and the community explores what virtual care is, how it is used and your choices and options. It has some frequently asked questions and links to helpful information.

Read the Virtual care in NSW: Guide for patients, carers, families and the community (PDF 1.08MB).

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In-language factsheets

View or download virtual care factsheets in various languages.

Easy Read - factsheets

These ready-made Easy Read materials aim to increase awareness and acceptance of virtual care amongst people who are not familiar with English, or who have low literacy or learning disability. 

View or download virtual care easy-read factsheets for print and digital. 

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