Frequently asked questions

Visit our frequently asked questions for what you need for your appointment and how to prepare.

How do I know I have a Telehealth appointment?

In most cases you have agreed to a telehealth appointment or your specialty area has identified your appointment as being suitable. 

Perth Children's Hospital Outpatient clinics you will receive an appointment letter prior to your appointment with an automated SMS reminder.

For Telehealth appointments with Child Development Service you will receive a phone call prior to your appointment. An SMS will be sent to you on the day of your appointment.

What do I need for my appointment?

• A modern desktop or laptop computer (Windows or Mac) with the latest version of the Apple operating system or Google Chrome web browser installed
• A web camera, speakers/headphones and a microphone (usually built-in to devices)
• Tablet device or smartphone
• A reliable internet connection
• A private, well-lit area where you will not be disturbed during the consultation

How do I prepare for my video call?

1. Use the test call button and run through the routine checks to ensure your computer is ready to make a videocall. We recommend you try this the week before your appointment.



2. Complete any relevant medical tests ahead of time, for example x-rays or pathology tests.
3. Have your Medicare card ready.

Take a look at how to prepare and conduct a video call on Healthdirect support.

What will it cost me?

Telehealth consultations are free but (normal data charges apply). If your GP participates in your video call consultation, you will need to ask them if there will be any additional charges.

What if I can't make my appointment?

If you need to reschedule or cancel your appointment, please follow the instructions outlined in your appointment letter, or contact Outpatient Direct on 1300 855 275 (TTY 133 677), Monday to Friday, 7.30am - 5.30pm, as soon as possible.

Will the consultation be recorded?

The same privacy and confidentiality rules apply to video consultations and face-to-face appointments. Your consultation will not be recorded. As with any face-to-face consultation, documentation of the consultation will go into your child’s medical record.

Clinics will run as close to time as is possible, but it is likely an appointment will have a wait time. This will be as short as is possible. If you have issues waiting, please contact the specialty in question via your appointment letter or PCH switchboard on 6456 2222.

I'm having a problem or I need help

The video call function will test your device for the following:

• internet connection speed
• web browser (image and microphone)
• or if you encounter other problems.

There is also a troubleshooting section and several 'How to' instructional videos available on Healthdirect support. 

If you still cannot resolve the issue, please contact the Telehealth team.