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Information for patients

​Telehealth - making healthcare more convenient

Hunter New England Health provides a range of public health services to the Hunter, New England and Lower Mid North Coast regions, as well as specialist services throughout northern NSW. Residents of this area currently travel more than 20 million kilometres a year to attend booked appointments with us. Our aim is to keep people healthy and in their communities, and to provide people with timely and equitable access to world-class clinical services.

Telehealth is one of our strategies to achieve these goals.

Frequently Asked Questions

Why is my appointment via telehealth?

Your healthcare provider has identified that your appointment is clinically appropriate and safe to be conducted via telehealth

What equipment do i need to have a video call

  • Internet connection - Access to a reliable broadband internet connection. An upload & download speed of  at least 1Mbps is required. Test your internet connection speed.
  • Computer, iPad, tablet OR smart phone - information about device requirements can be found here
  • Camera - A built-in or plug-in webcam (mots modern devices have built-in cameras)
  • Microphone and speakers/headset - a built-in or plug-in microphone or speakers
  • Privacy - A private, well lit area where you will not be disturbed or interrupted during the consultation


If you do not have this equipment, you may also attend the consultation with participating GPs, or at your community health facility

Please contact technical telehealth support, (02) 4985 5400, option 2, Monday - Friday 8am - 5pm if you require additional support

What does it cost?

  • There is no cost to you from Hunter New England Health
  • You may be asked to give consent for Hunter New England Health to bulk bill Medicare
  • If your GP takes part, you will need to ask them if there are any costs to you
  • Telehealth requires an internet connection. Cost can vary depending on your provider

Temporary: Telstra mobile and internet customers will have FREE access to myVirtualCare and Pexip between 8 October 2021 – 30 September 2022

How much data do i require for a telehealth appointment

As a guide, data usage for a 15 minute video call is approximately 80MB. This is similar to Skype and Facetime usage

Temporary: Telstra mobile and internet customers will have FREE access to myVirtualCare and Pexip between 8 October 2021 – 30 September 2022

How do i book a telehealth appointment

If you would like your next appointment to be via telehealth, speak with your health provider to see if telehealth is right for your situation

Who can join my video call

  • Family
  • Carers
  • GPs
  • Other health care providers (Occupational Therapists, Physiotherapists, Dietitian, social workers etc)

Please inform your health provider if you would like an additional participant to join who will not be present with you on the day

If you have another participant with you on the day of your consultation, please remember to introduce them to your health provider at the start of the consultation.

What if I need an interpreter

Hunter New England Health offers a tele-interpreting service

This is available for inpatients, outpatients, and during home visits by clinicians

Please contact your healthcare provider if you require an interpreter for your appointment

Further information can be found here

Internet browser requirements

  • Apple Safari version 11.1 and later
  • Google Chrome version 80+
  • Mozilla Firefox version 60+
  • Microsoft Edge version 80+


To check what browser you are using click here

Further information can be found here

What if I am not familiar with technology?

No problem!

We can take you through your initial set up, please contact telehealth support on (02) 4985 5400, option 2, Monday - Friday 8am - 5pm

If you don't have the equipment to have your appointment from home, we can support you at one of our local health facilities

If you wish to have your appointment changed to a local health facility, please contact your appointment organiser directly