This information supports you to understand how virtual care works and if you are interested in using it. You can use the information and checklist to have a conversation with your healthcare provider about when virtual care could be used.
What is virtual care?
Virtual care connects you with your healthcare provider using technology.
You can use everyday devices, like your telephone, mobile phone, computer or tablet, to connect. This means you can access healthcare from anywhere – at home, work, school, or another convenient location.
Virtual care doesn't replace seeing your healthcare provider in person; it is just one option for your healthcare.
Ways of delivering virtual care
- Telephone:
An audio-only connection between two or more people. - Videoconferencing:
A meeting between two or more people, that has both sound and video. It is sometimes referred to as a video call. - Store and forward:
Involves healthcare providers getting, storing, and sharing your clinical information securely to support your care plan. - Remote monitoring:
A method of gathering your data from a home environment via an app or device. The data is sent to a healthcare professional virtually for evaluation. - Websites and applications (apps):
Used to support virtual care functionality, including secure messaging, phone calls, videoconferencing, remote monitoring and educational information.
Benefits of virtual care
- Opportunity to receive care closer to your home, support network and community or on Country
- Increased access to services not available in your area
- Reduced travel time, cost and inconvenience, with shorter waiting times and less disruption
- Supports family members and carers to play an active role in a person’s healthcare
- Allows members of your healthcare team in different locations to connect at the same time
- Reduced exposure to other illnesses
- Increased access for people with reduced mobility or other conditions
Virtual care suitability checklist
Virtual care can be used to support people at all stages of life, and in all kinds of healthcare settings. Think about whether virtual care is right for you every time you access healthcare.
Use the Virtual Care Suitability Checklist to see if virtual care is right for you and your family at this stage of your healthcare journey.
Conversation starters
You might feel unsure about asking for a virtual appointment, or not know what to say.
Use these conversation starters to start the discussion with your healthcare provider.
When virtual care may be used
-
Initial contact with your healthcare provider
When booking your first appointment, ask if virtual care is an option.
-
Prior to a planned hospital admission
You might be able to complete some pre-admission activities virtually, like completing a pre-surgical checklist. Sometimes a physical assessment is needed, and your local GP may be able to do this so you don’t have to travel as far.
-
To avoid going to an emergency department (ED)
EDs are busy places and can have long wait times. Urgent care services allow people with less serious conditions to be seen virtually, avoiding long waits in the ED.
-
If you go to an ED
In the ED, they may involve a specialist using virtual care to help with care decisions, e.g. a neurologist for a suspected stroke or a burns specialist for severe burns.
-
If you are admitted to a hospital
While in the hospital, some of your care might still be virtual. For example, you may have a video call with your care team, family and carers to discuss your needs before leaving the hospital.
-
Transferring from one healthcare provider or service to another
Virtual care can be used to introduce you, your family and carers to a new healthcare provider or team. This helps to build a good relationship and saves you from repeating your healthcare history.
This can happen across all healthcare services. It can be especially helpful when moving from paediatric to adult services.
-
Transferring from one hospital to another
Sometimes, you may need to move to another hospital. There may be a virtual handover where the healthcare teams share important information and introduce you, your family and carers to the new healthcare team.
-
Attending an outpatient clinic
Outpatient clinics provide healthcare when you don’t need to stay overnight in a hospital. Most offer virtual care. For example, you can use video calls for physiotherapy, speech pathology, antenatal appointments or to be monitored by a diabetic team.
-
Accessing community health services
Many community health services offer virtual care appointments. These can occur at home, work, school or other suitable locations. Virtual care may be used for the first or ongoing appointments.
-
Follow-up appointments
It may be suitable for some or all your future appointments to be virtual.
-
Managing chronic conditions
When you have an ongoing condition, like diabetes, asthma or heart disease, you may use virtual care for routine check-ups.
Your condition could be monitored with wearable devices. Video calls can easily keep you connected to your care team.
Using virtual care will allow your healthcare providers to plan your care needs together. This can reduce the need to repeat details of your care plan.
Resources
Virtual care: is it right for me and my family? Booklet
An information guide to support consumers to discuss and make decisions about virtual care.
Source: Agency for Clinical Innovation
Your local virtual care services
Provides virtual care information for your local area.
Source: Agency for Clinical Innovation
Virtual Care Hub
Provides information to support consumers to use virtual care and gives links to other resources.
Source: NSW Health
Privacy Leaflet for Patients
This resource provides details on how NSW Health is required to protect your health information and how it is used, stored and disclosed in accordance with NSW privacy laws. This leaflet is available from NSW Health public hospitals and health facilities and is also accessible in multiple languages.
Source: NSW Health
Understanding My Healthcare Rights
This guide describes each of the seven rights in the Australian Charter of Healthcare Rights. There are links to more information and helpful resources at the end of each section.
Source: Australian Commission on Safety and Quality in Health Care
This publication has been created in consultation with consumers.
Contact us
