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.

Here we’ll provide you with information on your virtual care appointment and what you will need to get access. 

Patient at table using virtual care video conference on device
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How to book an appointment

If virtual care is right for you, you will be provided with all the details on what service is available and how to book and attend your virtual appointment.

Find out more about virtual care in your area.

 

Learn more about other services and access information in other languages. 

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How does virtual care work?

Preparing for your appointment

What equipment do I need? 

You'll need a device with a camera, speaker, and microphone such as a laptop, personal computer, smartphone, or tablet.  

What to do before an appointment

You or your carer should receive all the information before your appointment from the health service.

This information includes: 

  • the date and time of your appointment 

  • a link to join the consultation or the Virtual Meeting Room number (VMR) 

  • where to go if you can't join from home 

  • who will be there 

  • how to set up your technology 

What to do on the day of your appointment

  • find a quiet and private place 

  • make sure your internet connection is good 

  • test your device to make sure you can see and hear properly 

  • ensure your device is fully charged 

  • make sure the lighting in the room is good and you can be seen clearly 

  • log in to your appointment 5-10 minutes early 

Can I have an interpreter for my appointment?

Yes, interpreting services are available for virtual appointments. When you book your appointment, let the service know if you need an interpreter.

The interpreter can call the translating and interpreting service on 1800 131 450 to help you book.

Access information about virtual care in other languages.

Who else can join my appointment?

Family members, carers, GPs, and other healthcare providers to join your appointment. Whether they're in the same room with you or joining from a different location, simply inform your health service to include them when scheduling your appointment. They will be able to advise on how to include them in your appointment.

Is virtual care secure and private?

Yes, virtual care maintains the same privacy and security standards as face-to-face care. Records from virtual appointments are securely stored on your patient record, and platforms used by NSW Health meet high standards of privacy and confidentiality.

 

You can read more information about patient privacy,protecting your data when using shared devices, and access the NSW Health protecting your data when using shared devices fact sheet. 

More information

What internet do I need? 

If you are going to be on a video call, check your internet speed before the appointment. There are no extra costs besides your internet data or phone usage. You will only need an upload and download speed of at least 1Mbps. 

Which web browsers can I use? 

Supported web browsers include Google Chrome, Microsoft Edge, Mozilla Firefox, or Safari.  

Which platforms are used for virtual care video appointments? 

The main platforms used are Microsoft (MS) Teams, myVirtualCare and Pexip. When you book, you will be given information about the platform you will be using and provided. No software download is necessary. 

What should I do if I face technical issues? 

If you have technical problems: 

  • Ensure the device is plugged in correctly and charged. 

  • Check your internet connection. 

  • Check your using a supported web browser. 

  • Verify your device is supported on the platform. 

  • Restart your device. 

  • If using Wi-Fi, turn off other devices using it. 

  • Ensure you have enough data. 

 

If this does not work, contact the service that you set the appointment up with. 

How to join via MS Teams

  1. look for an email or text with the appointment time and link to join

  2. click on the link or open the Teams app on your phone or computer

  3. click on the appointment in your Teams calendar and hit the "Join" button

  4. make sure your microphone and camera work before joining

  5. once in the appointment, you can see and talk to your healthcare clinician just like in a regular visit

  6. when you're done, simply leave the call by clicking the end button 

How to join via myVirtualCare

  1. open the unique link provided to you in your web browser

  2. enter your personal details and identify yourself or your role if applicable

  3. test your audio and video devices as prompted

  4. enter your appointment time and select your clinic

  5. once logged in, you will enter a virtual waiting room. Your clinician will be notified upon your arrival

  6. when your clinician is ready, they will connect with you to begin your virtual care consultation

Visit the ACI MyVirtualCare website for guides and instructional videos on how to use MyVirtualCare 

How to join via Pexip

  1. open your web browser and visit Pexip

  2. enter your full name as prompted and continue

  3. test your audio and camera; ensure they are working (a moving green bar confirms functionality)

  4. press the camera button, then enter your virtual meeting room number (VMR) and click join

  5. you may be asked for a PIN; you can leave this blank

  6. wait in the virtual waiting area until your clinician connects

For more detailed instructions, please visit Virtual care video conferencing platforms. 

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