Do I have to download Zoom?

If you are using a computer - You do not have to download Zoom to use Zoom for your appointment.  

If you are using a mobile phone or tablet – You will have to follow the Technical Support to set-up Zoom for your video appointment. 

Can I get a telephone or video appointment?

Tell your Health Professional you are interested and discuss if this is possible for you.

What if I change my mind about a telephone or video appointment?

You can request for a change through your Health Professional or the Service Centre via email, text or phone call.  


Is telephone or video appointment safe and secure?

Telephone: The telephone call is a direct link to the number you have provided.

Video Appointment: Only you and your Health Professional have access to the video appointment link. No one else can access it unless you share your appointment link. 

What happens if something goes wrong during the appointment?

Tell your Health Professional if you can't hear them clearly. They will call again. 

If you are on a video appointment, click on the link again to return to the Zoom room. 

What if I need an interpreter?

Yes, an interpreter can be booked for your telephone or video appointment.  

Call the Service Centre Freephone 0800 266 513 to request for one. 

How do I get help?

Go to Telehealth contact us and help page.

What is a telephone or video appointment?

Link to What is Telehealth video

Telephone appointments

What will you need for a telephone appointment?

Mobile phone or landline

What to expect during a telephone appointment?

Video appointment

What you will need for a video appointment?

Link to I have a Video Appointment page

How to download zoom?

How to make sure my device works before my video appointment?

Starting your video appointment

What to expect during a video appointment?

How do I communicate during a telephone or video appointment?

Research shows that once the technical aspects of set-up are completed, telephone and video appointments tend to be similar to traditional face-to-face ones.

How do I let the health professional know that I'm listening during my video appointment?

You do not need to look directly into the camera on your computer, tablet, or phone. Looking at the screen is enough for the health professional to know that you are listening.

Because webcams provide a limited view, your health professional may not be able to see much beyond your face. It is a good idea to tell them who is with you or if things are happening out of view (e.g. "my wife has just come into the room"), so they know what is going on.

What happens if there is technical problem?

Telephone or video appointments can sometimes suffer from technical problems, (e.g. due to a busy network or sound delays). This can result in garbled talk, or blurry or frozen faces on the screen.

Having a good connection and equipment helps, but otherwise there may not be much you can do to change this. Basically, some telephone and video appointments may turn out to be less fluent than a in-person appointment.

You may need to repeat things or ask for clarification more often. If there has been a technical glitch, a good way to restart the appointment is to repeat the last thing you heard (or said).

It may help to make a comment about technical problems if they happen (e.g. "You are breaking up a bit").

How do I make sure I capture important information?

If the health professional is giving you important information, like about medications, ask them to repeat it to confirm you both have it correctly.

It is a good idea to have a pen and paper handy to note things down during your appointment.

If using video, you could also ask them to send this information via a short chat message so you have it in a written format.

How can my health professional provide a physical examination?

As your health professional will not be able to examine you by video, sometimes you may be asked to examine yourself.

Here are some tips:

How should I set up my room to help a physical examination?

  • Make sure your room is well-lit and you are not in shadow.
  • Make sure any equipment is in working order and that the batteries are charged.
  • The health professional may ask you to move your camera/device to get a better view.
  • One useful trick is to reverse the camera on your webcam when you do the examination so you see what the health professional sees.

What happens if I am asked to do an examination myself during a video appointment?

When you are asked to do an examination (e.g.  check your ankles for swelling):

  • Don’t rush. You are probably not a medical expert so it is likely to take you longer, especially the first time.
  • Ask the health professional to show as well as tell you what to do. They may be able to demonstrate on their own body. Don’t worry if you don’t know the official medical names for things; the health professional will know what you mean.
  • Think about how much help you want from a carer or other assistant. If the examination is likely to involve moving the camera to show a part of your body you cannot reach with your camera, another person may be able to help.

What happens at the end of a telephone or video appointment?

The final moments of a telephone or video appointment are usually different from an in-person one. In an in-person appointment, the health professional might stand up and accompany you to the door before shaking hands and saying goodbye. In a telephone or video appointment, you both need to find other ways to end your conversation. Here are some ideas:

What if there is something I have not understood?

  • Towards the end, the health professional will probably ask you if there is anything else you want to cover, and suggest when your next appointment should be. This happens in much the same way as in an in-person appointment.
  • It may be necessary to summarise or clarify things that were missed as a result of technical interference. In particular, make sure you are clear about medication and dosages and ask for confirmation in the chat window if necessary.

How do we end a telephone or video appointment?

The appointment ends when you click the Leave meeting button.

Don’t worry if you can’t find it – the health professional will close the session.

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