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We understand that accessing healthcare isn’t always convenient. ConnectCare Telehealth makes it easier to speak with a qualified healthcare professional from the comfort and privacy of your own home.
Below are answers to some of the questions we are most frequently asked.
If you cannot find the information you are looking for, please contact our team.
ConnectCare Telehealth provides convenient access to healthcare through secure telehealth consultations.
Instead of travelling to a medical practice, you can speak with a healthcare professional by video or telephone, depending on the consultation and your clinical needs.
Telehealth can be a convenient option for many routine medical concerns where a physical examination is not required.
It’s simple:
Book your appointment online.
Provide your details and any relevant information about your reason for consultation.
Connect with your healthcare professional at your scheduled appointment time.
Discuss your health concerns, treatment options and any next steps.
Where clinically appropriate, your doctor may provide prescriptions, referrals, medical certificates or requests for investigations.
Your doctor will determine whether telehealth is appropriate for your individual circumstances.
You may not need to download an app. Depending on the technology used for your appointment, you may be able to join your consultation using a compatible smartphone, tablet or computer through your internet browser.
Please follow the instructions provided when you book your appointment.
You can attend your consultation from a private and quiet location where you feel comfortable discussing your health.
You should ensure you have a reliable internet connection if attending by video.
For your safety, your healthcare professional may need to confirm your location at the beginning of the consultation.
Appointments can be booked online through ConnectCare Telehealth.
Select an available appointment time and provide the information requested during the booking process.
Doctor selection may depend on availability and the type of appointment you are booking.
Where a choice is available, the booking system will provide the options available to you.
Appointment length depends on the type of consultation and your individual healthcare needs.
Your doctor may determine that additional time, an in-person consultation or further assessment is required.
If you are unable to attend your appointment, please contact ConnectCare as soon as possible.
Repeated missed appointments or late cancellations may be subject to the applicable cancellation policy.
Please join your consultation as soon as possible.
If you are significantly late, your doctor may not be able to complete the full consultation and may recommend that you reschedule.
Some ConnectCare Telehealth consultations may be bulk billed where the patient and consultation meet the relevant Medicare requirements.
Other consultations may attract a private fee.
Any applicable fee and billing arrangements will be communicated to you before your consultation.
If you are seeking a Medicare-funded consultation, you will generally need to provide valid Medicare details and meet the relevant Medicare eligibility requirements.
If you are not eligible for Medicare, private consultations may be available.
Where a consultation is eligible for a Medicare benefit, the appropriate Medicare claim may be submitted in accordance with the applicable Medicare requirements.
The Medicare benefit available depends on the consultation and your individual circumstances.
Not every telehealth consultation is eligible for Medicare funding.
There may also be circumstances where a service requested by a patient is not covered by Medicare or where the applicable Medicare requirements are not met.
We will advise you of any applicable fees before proceeding wherever possible.
Your doctor may issue a prescription where they consider it clinically appropriate following your consultation.
A prescription cannot be guaranteed simply because it has been requested.
Your doctor will consider your symptoms, medical history, current medications and other relevant information before making a prescribing decision.
Repeat prescriptions may be provided where clinically appropriate.
Your doctor may require additional information, an examination or an in-person appointment before prescribing certain medications.
Where appropriate, your doctor may issue an electronic prescription.
You may then be able to have your prescription dispensed by your preferred pharmacy.
Some medications and clinical situations may require an in-person assessment or additional safeguards.
Your doctor will determine whether prescribing through telehealth is clinically appropriate and consistent with applicable requirements.
If your doctor considers that a medical certificate is clinically appropriate following your consultation, one may be issued.
A medical certificate cannot be issued solely on request without an appropriate clinical assessment.
Where clinically appropriate, your doctor may provide documentation for work, education or other purposes.
The doctor will determine the appropriate dates and information based on their clinical assessment.
Yes. If your doctor determines that specialist care is appropriate, they may provide a referral following your consultation.
Where clinically appropriate, your doctor may provide a pathology request.
Your doctor may provide a request for diagnostic imaging where they determine that it is clinically appropriate.
Some investigations may require an in-person assessment before a request can be safely provided.
Yes. Telehealth can be suitable for discussing available test results.
Your doctor will explain the results and advise whether any further investigation, treatment or follow-up is required.
Telehealth may be appropriate for a range of healthcare needs, including:
General medical concerns
Minor illnesses
Medication reviews
Repeat prescriptions
Follow-up consultations
Test result discussions
Chronic disease management
Mental health concerns
Specialist referrals
Medical certificates
Preventive healthcare
Other routine medical concerns
Your doctor will determine whether your particular concern can be safely managed through telehealth.
Telehealth may be suitable for some mental health consultations.
Your doctor will assess your individual circumstances and determine the most appropriate form of care.
If you are experiencing an immediate mental health crisis or believe you or someone else is in immediate danger, telehealth may not be appropriate and urgent assistance should be sought.
Children may be able to access telehealth where clinically appropriate.
A parent or legal guardian may need to participate in the consultation depending on the child’s age, circumstances and the nature of the consultation.
The doctor will determine whether a child’s healthcare needs can be safely assessed remotely.
Yes. Patient privacy and confidentiality are important parts of healthcare.
Australian telehealth consultations are subject to the same general privacy and confidentiality obligations that apply to healthcare delivered in person. (Digital Health Australia)
ConnectCare will handle personal and health information in accordance with applicable privacy requirements and its privacy policy.
Telehealth consultations are not routinely recorded.
If a consultation or other interaction is to be recorded, appropriate consent and applicable requirements will apply.
Your health information is only accessed, used or disclosed as permitted by applicable privacy laws and for purposes associated with providing and managing your healthcare.
You may request access to your personal information in accordance with applicable privacy requirements.
Yes. You may have a support person, parent, guardian or carer participate where appropriate.
Please tell your healthcare professional who is present at the beginning of your consultation.
For privacy reasons, the healthcare professional may need to confirm the identity and role of anyone else participating.
Depending on the telehealth platform, you may be able to use:
Smartphone
Tablet
Laptop
Desktop computer
For video consultations, your device will generally need a functioning camera and microphone.
A reliable internet connection is recommended for video consultations.
If your connection is unstable, your healthcare professional may determine that a telephone consultation is more appropriate where clinically suitable.
Before your appointment, check that:
Your device has internet access.
Your camera is working.
Your microphone is working.
Your browser has permission to use your camera and microphone.
Your device has sufficient battery.
You are using a suitable browser and device.
If you continue to experience problems, follow the technical support instructions provided by ConnectCare
If your consultation is interrupted, your healthcare professional or ConnectCare may attempt to reconnect with you using the contact details provided.
Please remain available while the issue is resolved.
Telehealth can provide convenient access to healthcare, but it does not necessarily replace the benefits of having an ongoing relationship with your regular GP.
For ongoing, complex or chronic health conditions, continuity of care is important.
Where appropriate, ConnectCare may recommend that you follow up with your regular healthcare provider.
Your healthcare professional may not have access to your complete medical record.
It is important that you provide accurate information about your medical history, current medications, allergies and relevant previous treatment.
To help your consultation run smoothly, have the following available where relevant:
Medicare card or Medicare number
Current medication list
Information about allergies
Relevant medical history
Recent test results or reports
Specialist letters or other relevant documents
Pharmacy details
Details of your regular GP
Your preferred contact details
Your doctor may ask additional questions or request further information to safely assess your condition.
If they determine that an in-person examination or further investigation is required, they will explain the next steps.
Yes, where telehealth is clinically appropriate.
A parent or legal guardian may need to participate in the consultation depending on the child’s age and circumstances.
Yes, with the patient’s consent and where appropriate.
A family member or carer can assist with communication and provide relevant information to the healthcare professional.
Depending on the outcome of your consultation, your doctor may:
Provide treatment advice
Issue a prescription
Provide a medical certificate
Provide a referral
Request pathology or imaging
Recommend follow-up care
Recommend an in-person assessment
Advise you to seek urgent medical attention
Your doctor will explain any recommended next steps.
Follow-up arrangements depend on your consultation and clinical needs.
Your doctor will advise you if follow-up is recommended.
You may request access to your personal health information in accordance with applicable privacy requirements.
Please contact ConnectCare for information about the process.
No.
Some medical conditions require a physical examination, observations, diagnostic testing or immediate treatment and are therefore better assessed in person.
Your healthcare professional will determine whether telehealth is appropriate.
If your doctor believes you require an in-person assessment, they will explain why and recommend the appropriate next step.
This may include seeing your regular GP, attending an appropriate medical service or seeking urgent medical care.
No. ConnectCare Telehealth is not an emergency service.
If you have a medical emergency, call 000 or attend your nearest emergency department.
Examples of symptoms requiring urgent medical attention may include severe chest pain, difficulty breathing, significant bleeding, sudden weakness or loss of consciousness.
We welcome feedback from our patients.
Your feedback helps us identify opportunities to improve the quality, accessibility and experience of our service.
If you are unhappy with any aspect of your experience, please contact ConnectCare and let us know.
We encourage patients to raise concerns with us so that we have an opportunity to understand what happened and work towards an appropriate resolution.
Complaints will be managed respectfully, fairly and confidentially in accordance with our complaints process and applicable requirements.
No. ConnectCare Telehealth is not an emergency service.
If you have a medical emergency, call 000 or attend your nearest emergency department.
Examples of symptoms requiring urgent medical attention may include severe chest pain, difficulty breathing, significant bleeding, sudden weakness or loss of consciousness.
