Virtual appointments

A virtual appointment is an appointment via phone or videoconferencing, also known as ‘telehealth’. It is like a regular health appointment except that the health professional (doctor, nurse or allied health professional) talks to you using a phone or video screen for example, a smart phone, iPad or computer. Families can have the appointment from home or another location of choice.

• Families can stay close to home during the COVID-19 pandemic
• Less travel time and costs
• Less time away from work for parents/carers

Virtual appointments will not be suitable for everyone. To have a phone or video appointment, your health professional must consider it safe and suitable for your child’s situation.

We will do our best to provide an appointment at a clinic if you prefer. However, some non-urgent appointments may need to be postponed during the COVID-19 pandemic to maintain social distancing requirements.

A virtual appointment will only be offered if your health professional considers it safe and suitable, and you are happy to participate in this type of appointment. We know every family’s situation is different and this will not suit everyone.

The clinic will organise the virtual appointment and give you all the information you will need, including the date, time and what you need to do to be ready for the appointment.

Please try to keep your appointment, as virtual consultations require a lot of organisation. If you need to cancel, please let us know as soon as possible.

• Make sure your device has a working microphone and camera if doing a video consult.
• It’s a good idea to be ready 10 minutes before the appointment.
• Minimise noise in the room.
• If your appointment is over the phone, be aware that the phone number will appear on your phone as an ‘unknown number’.

For more information on setting up your computer or smart device and preparing for your appointment, read our preparing for your virtual appointment page.

User guides for attending your virtual appointment (e.g phones, smart devices and computers) are available below:

• Android device
• Apple device
• Desktop computer or laptop

At the start, the health professional will introduce themselves and the reason for the appointment will be discussed. Remember to speak clearly so your voice can be heard.

You will be asked questions to confirm your child’s identity and your own, such as name, address, and date of birth. This is to make sure the health professional is talking to the right patient and using the right health record. The health professional will talk with you and/or your child, and ask questions in the same way they would at a face-to-face appointment.

If you have a question or need help during the appointment, just ask. The health professional will make sure you have understood and have had a chance to ask questions.

Health professionals use private rooms for virtual appointments. The same privacy and confidentiality rules that apply to face-to-face appointments apply to virtual appointments.

We do not take recordings of these appointments, and we do not give permission for them to be recorded by families. The health professional will record the details of the appointment in your child’s health record at Children’s Health Queensland, as they would during a face-to-face appointment.

If you experience visual/audio difficulties we suggest:

• checking your device is not muted
• checking the volume is turned up
• checking the camera is enabled
• dialling out and in again
• trialling a different web browser.

If you experience ongoing issues, or are unable to link into the appointment, please contact the telehealth technical support team on 1800 066 888.