Treatments and tests

Telehealth appointments at home

You may be able to have your appointment with your specialist at home using telehealth.

The two main applications used by WA Health service providers for telehealth are Avaya Wokplace and Video Call.

Your health service provider will have provided you with dial-in number or website details for your appointment at home. If you have not received this information and your appointment has been confirmed, please phone the site who will be delivering your appointment for assistance.

If you want to access a telehealth service, speak to your health service provider and ask if they offer telehealth.

To participate in a telehealth call, you will need:

  • an appropriate computer, tablet, or mobile phone with a camera, microphone and speakers (or headset)
  • A good internet connection (see below for how to do this on your chosen device) 
  • to be reasonably confident with technology in order to download and use the telehealth application. If you are unsure about how to do this, you may want to ask for assistance from a family member or friend. Telehealth is not difficult, but some technology skills are required.
  • To test and/or download the application one week prior to your appointment 

It is important to note that downloading and installing applications and using your computer or device for a telehealth call will use data and may incur download costs from your internet service provider.

Avaya Workplace

Get your device ready for your appointment – installing the Avaya Workplace application

Your specialist clinic will have provided you with dial-in number details for your appointment at home. If you have not received this information, contact your health service provider directly.

The Statewide Telehealth Service (STS) uses an application similar to Skype or Facetime to provide your consultation. The application works on a variety of devices – choose yours from the list below and follow the set up instructions.

Avaya Workplace works on a variety of devices – choose yours from the list below and follow the set-up and meeting instructions.

Testing your internet speed

  • Test your internet speed (external site). Select 'begin test' to get your result.
  • Your internet speed should be at least 500kbs for both 'download' and 'upload'.
  • If your results are below the required speeds, you do not have a satisfactory internet connection and you will need to discuss alternatives with your health service provider, which might include:
    • having your consultation at a family member or friend's house (if they have a better internet connection)
    • booking a telehealth venue at a nearby health service.

Video Call

Video Call is a web-based telehealth solution. It can be used on a personal computer, laptop, tablet or mobile phone. No additional software needs to be installed

Video Call can only be used with Google Chrome, Microsoft Edge, Firefox or Apple Safari browsers. It does not work with Internet Explorer.

Your specialist clinic will have provided you with a web link (URL) for your appointment at home. If you have not received this information and your appointment has been confirmed, please phone the site who will be delivering your appointment for assistance. 

Start your Video Call appointment and participating sites

At the time of your booked appointment please select your hospital or health service to connect (refer to your appointment letter). You may then be asked to select your clinic specialty. 

Regional patients: If you are having a Video Call consultation delivered by a Metropolitan site, please select the hospital this appointment is occurring from.

If you are having a Video Call consultation delivered by a WA Country Heath service (WACHS) site, please refer to the information and the URL that you have been provided in your appointment advice (letter, email, SMS). 

If you have not received this information and your appointment has been confirmed, please phone the site who will be hosting your appointment for assistance.

Precall test

Prior to your booked appointment please complete a precall test using the device you plan to use for your appointment. This will allow you to test your camera, microphone, speakers and internet connection and determine if they are suitable for online video consultations.   

Important: Video Call is only compatible with Google Chrome, Apple Safari or Mozilla Firefox browsers so please complete your precall test using one of these browsers.

There are two ways you can conduct a precall test.

Option 1

Click the Test Call button below and follow the instructions. 
Test call button

Option 2

Select the hospital or health service that will be delivering your appointment from the above section (Start your Video Call appointment and participating sites), select Run a Test Call and follow the instructions.

Run a precall test example screen for Fremantle Hospital

Click the Start test button
Precall test screen example

The test will run. Please click Allow to proceed.
Test in progress screen example

Review the test results
Precall test complete screen example

What to do if something isn’t working?

  1. Follow the advice given to correct the issues.
  2. If the issues remain go to http://vcc.healthdirect.org.au/troubleshooting for assistance or view the troubleshooting guide (external site).
  3. If you continue to have issues, please contact the support number provided on your appointment advice (letter, email, text message) or the Statewide Telehealth Service Desk on 1300 367 166.

Other preparations for your telehealth appointment

  1. Choose a quiet, well lit room in your house to hold your appointment.
  2. Ensure that you are in a well-lit area so your health professional can see you. Do not sit directly in front of open windows or other bright light sources.
  3. For appointments using Avaya Workplace, 5 minutes before your appointment, open the telehealth application on your device, type in the meeting ID you have been given and select 'connect'.
  4. For appointments using Video Call, select your hospital to connect (refer to your appointment letter), then select your clinic speciality. If you do not know your clinic specialty select the 'I don’t know' option at the bottom of the list.
  5. You may have to wait for your health professional to join you. Whilst waiting you will either see a blank screen within the application, or see yourself until your health professional dials in. As with any medical appointment, sometimes there will be delays. Call the service providing your appointment if you have been waiting for a long time or if you have any concerns about the appointment.
  6. When you have finished your consultation, close the telehealth application or end the call.

Last reviewed: 25-06-2021
Acknowledgements

WA Country Health Service (WACHS)
Department of Regional Development


This publication is provided for education and information purposes only. It is not a substitute for professional medical care. Information about a therapy, service, product or treatment does not imply endorsement and is not intended to replace advice from your healthcare professional. Readers should note that over time currency and completeness of the information may change. All users should seek advice from a qualified healthcare professional for a diagnosis and answers to their medical questions.

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