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Connecting to a telehealth appointment

For telehealth technical support, please call 4985 5400 Monday to Friday 8am - 5pm

If you're a patient and need to connect to a telehealth appointment via myVirtualCare please click on the link below
If you're a HNE clinician and require off-site access to myVirtualCare please click on the link below

Information to prepare for your telehealth appointment

Preparing for your telehealth appointment

You will be provided all the information you need before the appointment:

  • The date and time of your appointmnet
  • The location of your appointment (home/health facility/GP)
  • Clinician name
  • A link to connect to your telehealth appointment

Ensure you check your software requirements (found here)

You may select the link in your appointment details to ensure you can connect to your appointment

If you experience difficulties please contact Telehealth support, (02) 4985 5400, Monday - Friday 8am - 5pm

If you haven't received notification about your appointment or information on how to connect please contact Clinical Telehealth support, (02) 4921 3050

On the day of your appointment

On the day of your appointment

  • Ensure you have a quiet space and privacy to have a conversation with your healthcare provider, public locations or vehicles are not appropriate for video calls
  • If you are known to have poor internet connection, conduct an speed test. Further information can be found here
  • If you are unable to locate the link for your appointment, please refer to patient access above. If you are unsure of which waiting room to connect to, please call Clinical Telehealth Support on 4921 3050

At the time of your appointment

  • Please log in using the link provided 10 minutes before your appointment time
  • You will be prompted to test your audio and video - ensure you 'allow' your microphone & camera if prompted
  • Following, you will be placed in a waiting room. Your healthcare provider will be with you when ready
  • We do try to run on time, however clinic may run late

If you experience any difficulties with connecting, please contact telehealth support, (02) 4985 5400, Monday - Friday 8am - 5pm

During your appointment

  • Allow a moment for the video call connection to establish
  • Introduce yourself and anyone else in the room with you
  • Inform your health provider if you are expecting another participant to join
  • Microphones are sensitive, please limit background noise and be aware of your surroundings to ensure your clinician can hear you well
  • When someone speaks wait until they are finished before talking. You may cut each other off if you speak at the same time

Following your appointment

  • Your health provider will end the consultation
  • You may be prompted to complete a survey, we value any feedback you wish to share with us
  • If a follow up appointment is required, our staff will contact you to arrange


What do i do if i want to cancel or change my appointment

Contact the clinic directly if you require your appointment to be changed.

If unable, contact clinical telehealth support, 4921 3050 Monday - Friday 8am - 4:30pm

Can another participant attend my telehealth appointment from another location


If you would like a family member/carer/friend/specialist/GP or allied health professional please notify the clinic to have this arranged.

Support networks can connect with your appointment via a video link or join as a phone call.

Hunter New England Health would like to ensure those who are needed to attend your appointment are included in your care whether they are able to be by your side or not.

For further information, please contact clinical telehealth support, 4921 3050, Monday - Friday 8am - 4:30pm

Privacy and security information

  • Hunter New England uses the NSW health clinical telehealth system, myVirtualcare. It is completely secure, encrypted and confidential
  • Your personal information, and the consultation, will be private and confidential
  • The consultation will not be recorded unless discussed with your clinician
  • The same privacy provisions and legislation relevant to traditional appointments apply to all telehealth appointments
  • As with a face-to-face appointment, notes will be taken during the appointment. This will be done by the healthcare providers and will be entered into your medical record, which is also confidential

Who to call for support

Technical Telehealth Support, 4985 5400, Monday - Friday 8am - 5pm

  • Technical support, or having difficulty connecting to your clinician?

Clinical Telehealth Support, 4921 3050, Monday - Friday 8am - 4:30pm

  • Clinical telehealth support, or questions regarding telehealth appointments

Contact your clinic directly

  • For support with rescheduling your appointment, or questions for your clinician