Webchat & Phone Consultations
Ensuring everyone in the community has continued and uninterrupted access to the care they require to continue progress toward their therapeutic goals.
Benefits of Telehealth
Benefits for patients include those that live in rural and remote areas who would otherwise travel long distances for medical advice. This ease of access extends to patients who are not easily transportable and aged care residents.
Telehealth enables health professionals to communicate more easily and improve continuity of care. We can increase the intensity of services to remote participants and achieve cost efficiencies for you by negating travel fees and waiting times.
Our goal is to maintain support and to increase available services for people across the North Queensland region.
Participant Journey: Jill
Jill lives & works in a remote outback town with limited health services. Jill has recently been struggling with a eating disorder & is seeking dietetics & mental health support. Jill doesn’t travel often, has long hours and is also anxious about face-to-face services in a small town.
Telehealth FAQ
1. How do I know if telehealth is suitable?
Once we receive your referral with supporting plans or medical documents, our coordination team will liaise with the clinical team leaders to determine if telehealth is appropriate. The first session (initial) will generally confirm if further therapy via telehealth is right for you.
2. Will I always have the same clinician?
Yes, once you have a clinician we will keep you with them unless there are extenuating circumstances.
3. Who can be in the telehealth session?
Anyone who is supporting your therapy is welcome to sit in on the session. We encourage family or support workers to assist as they may be required to help with ongoing therapy planning.
4. Will I always have the same session times?
Where possible we will accommodate your preferred session times. There is a high demand for health services and we do need to cater for many people requiring care.
5. Do I need specific App or software?
No, a url will be sent which you will be able to open on most smart devices (phones, computers, tablets).
6. Is my personal information secure?
Yes, all information you provide to us is stored in line with Australian health guidelines and the Privacy Act.
7. Are my sessions recorded or can I record my own?
No. We do not record or store video or audio. You can record your own session, however, this will require additional signed consent from your chosen clinician due to laws around information disclosure.
8. How do I pay for a session?
We have various payment options after your session is complete. Our accounts team will either contact you to secure payment over the phone via credit card, or an invoice can be issued which can be paid by EFT. If you are a Plan Managed NDIS we will contact your Plan manager directly for payment.
9. How do cancellations work?
If you miss or arrive late for a scheduled support session, or if you provide less than one full business day’s notice of a cancellation, a fee equivalent to 100% of the support price will apply.
If you need to cancel a support or are unable to attend an appointment, please contact our coordination team during business hours. By canceling an appointment in advance, you give us a chance to offer the time to another person in the community waiting for services.
