Telehealth set up for your iPad or iPhone

Please follow the steps below to set up your iPad or iPhone. 



SCOPIA Update available for iPhones & iPads from the AppStore

An update was released on 15th Feb 2019 to fix the camera and microphone issues.

If you are using SCOPIA on an iPhone or iPad for a Telehealth connection please ensure you have installed the most up to date version of SCOPIA, version 8.3.800.

If you can not see the update we recommend you uninstall SCOPIA and reinstall it on your iPhone or iPad. Please contact our helpdesk on 49855400 for assistance and further information.

Be aware that iPhone 3GS and below, or iPad 1 are not supported as they do not have forward facing cameras.




Check your internet speed

  • Telehealth needs to have a reliable broadband internet connection to work successfully.
  • To check your internet speed on an iPad or iPhone, you will need to download the Ookla app from the App Store.
  • Once installed, open the app and click the Begin Test button to check your internet speed.
  • Repeat the test at least one more time to ensure that you are getting reliable results.
  • Previous test results can be found in the results section of the app




Compare your results

We do not recommend telehealth consultations when internet speeds are lower than:

    • Download: 0.3 Mbps - this affects the quality that you will see of your clinician
    • Upload: 0.3 Mbps - this affects the quality that your clinician will see of you.

Please note that if you are connecting using mobile broadband, internet connection speeds vary and often fluctuate significantly at different locations and times of day. It is ideal to test your connection speeds at the proposed time of the appointment and in the location that you intend to be in.

If your results are lower than the recommended speeds, you will need to arrange alternatives in order to participate in a telehealth consultation. This may include having the telehealth consultation:

    • At a family member's or friend's house,
    • With your GP (if appropriate), or
    • At a nearby health facility.



Install Scopia Mobile

Download the app Avaya Scopia Mobile

  • HNE Health uses Avaya Scopia for secure telehealth consultations. 
  • Download and install the free Avaya Scopia Mobile app from the App Store.
  • Open the application and enter the address as the Scopia Desktop Server and click Done.
  • A screenshot of what you should see is below.
  • If entered correctly, it should then display Enter a meeting ID.

Scopia Mobile 1.jpg  Scopia Mobile 2.jpg



Connect to the HNE Telehealth Test Site



  • After the app is installed, click the button on the left to launch the telehealth test site.
  • The test site should display a looping video that runs you through some simple checks to ensure that you are ready for your telehealth consultation.
  • To disconnect from the session, tap on the screen then click the red Disconnect button.
  • If this is successful and the internet speeds are sufficient, then you are ready to use telehealth





A printable installation guide for iPads and iPhones is available. It also contains useful tips and troubleshooting steps to ensure a successful telehealth session. Download a copy here - iPad_iPhone.pdf

If you have gone through the above steps and are having ongoing issues, please contact the telehealth helpdesk at Other contact details are found on our support page.

Hours of support are Monday - Friday 8:00am - 5:00pm.