Telehealth FAQs

Telehealth is the use of a Video Call between you and a Specialist Clinician to have your healthcare appointment from your home, work or General Practice. Bendigo Health is currently trialling Telehealth with a select group of clinics and services. For more, see the FAQs below:

Is Telehealth just as good as a face to face consultation?
Seeing your specialist by internet-based video can be just as effective as a face-to-face appointment. Bendigo Health will maintain a high standard of care regardless of whether you attend an appointment in person or via video. Your specialist will decide, based on your specific needs, condition and treatment plan, whether a video call appointment will meet this standard and is suitable for your next appointment.
Are Telehealth consultations safe, private and confidential?
All Telehealth consultations are private, confidential and adhere to the same clinical standards as face-to-face consultations at Bendigo Health. You have your own private video room that only authorised clinicians can enter. Video consultations are not recorded.
What happens if the internet connection is lost?
The consultation will be continued by telephone or another appointment time will be booked.
What if I need to change my appointment?
Please call the contact details on your Bendigo Health appointment letter:
  • If your appointment needs to be rescheduled, we will organise a new date and time.
  • If your situation changes and you would like to attend your next appointment in person, we will organise a face-to-face appointment at Bendigo Health.
Can my family or carer join me in my Telehealth appointment?
Yes, your family or carer can sit with you during your appointment, just as with a face-to-face appointment.
What if I'm running late?

If you are running late, we cannot guarantee that a clinician will be available at a different time.

We recommend that you press the ‘Start Video Call’ button on the Bendigo Health telehealth site at least 10 minutes before your telehealth appointment. This will let you choose the relevant clinic and wait for your clinician to start the call.

What if my specialist is running late?

Sometimes, just like a face-to-face appointment, telehealth appointments can run behind schedule. We appreciate your patience.

Please call the contact details on your appointment letter if you have been waiting more than 30 mins after your scheduled appointment time.

Who do I call for technical support?

Please refer to our technical guidelines and troubleshoot common problems with this basic troubleshooting guide.

Bendigo Health does not offer personal trouble shooting or assistance. If you need more help, please explore this troubleshooting resource centre. 

In the same week as you receive your appointment letter, we recommend that you complete a test call by pressing the test call on the telehealth page. This test will check whether everything is working correctly and you will have time to resolve the problem, organise additional support, or change your next consultation to a face-to-face appointment.

What equipment do I need? Do I need to install any software to use Health Direct?
  • Access to a computer, iPad, smart phone or other device
  • A good internet connection
  • A private, well lit area
  • Web camera, speakers and a microphone
Can I use my smart phone?
Yes. However Bendigo Health recommends that if you have access to a computer or iPad that this device be used (for better picture quality and sound).
Further assistance?
For further assistance with these questions and more information about the setting up for Health Direct, please refer to our technical guidelines.
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