Healthdirect Australia Help Center

    Information to provide to your patients

    What platform role do I need - Org Admin, Team Admin, Team member

    This page explains how to let your patients know when and where to attend their consultation and provide them with customisable resources.

    How do I let my patients know where to attend their consultation?

    There are several ways you can provide your patients with the information they will need to attend their consultation. You can send appointment information and the clinic link directly from the Waiting Area Dashboard via Email or SMS, or via other clinic management software, following your usual appointment booking processes. You can, for example, set up a Video Call appointment booking template in your practice/clinic software. In this template you can include the clinic link and any information such as when to click on the link to arrive in the waiting area - see here for suggested email template wording.

    Please note: Some patients will click on their link on their phone or other device and, depending on what their default browser is, the link may open in a browser that is not supported by Video Call due to security considerations. Please let them know that if they open the link and it isn't working correctly, they can copy the link (web address) in the browser and then paste into a supported browser.

    Using a button on your website

    If you have embedded a button on your organisation or clinic website for patients/clients to access your virtual waiting area, you can provide them the URL of the page. Please see the example of web site buttons to the right.

    This button can be set up by your IT department and can have your desired text. Go to Configure The Clinic Waiting Area and look under under Share waiting area for details.

    Example website buttons

    If you are using a button on a website, you will want to direct your patients/clients there to start the Video Call. To update your link in the Waiting Area, copy the URL of your telehealth webpage and paste it as a Custom URL under Supporting information for callers in Waiting Area configuration.

    Please note: if you have more than one clinic in your organisation please let your patient know which one they need to attend. Some organisations using a website button have drop down menus with clinic names that the patient can choose from, so they will need to know how to get to the correct Waiting Area. You can add these instructions to the patient appointment information you send to them.

    If you do not have a button configured on your website you can Share the link to your Waiting Area, found under Waiting Area Settings in your Waiting Area dashboard page.
    Click on Copy Link to allow for easy copying and pasting into an email message or other communication.
    You can also send your patients the appointment information and link directly from the Video Call platform.

    Click on SMS or Email under Share the link to your Waiting Area, then select either Send Email or Send SMS at the top of the dialogue box. Type in the required details and click on Send at bottom right to send the invitation.

    Please note: The invitation message is default text and can be edited before you send the invitation. Please find suggested templates for Email and SMS appointment invitations that you can use and modify as required. At this stage you need to add this text manually from your template for each appointment invitation.
    You can keep the box 'Keep information on send' enabled to keep the text you have added to the message available after you press send (this is the default behaviour. This means you can then invite another patient via either SMS or email and send the same message to them. Once you close the invitation dialogue box, the message reverts back to the default text.

    The email or SMS the invited person receives contains the link to start a call in the required waiting area.

    Resources for you and your patients

    These leaflets can be sent to your patients ahead of a Video Call consultation. 

    1. Customisable patient information leaflet

    This leaflet can be customised and generated so that your organisation/clinic's name appears at the top of the page. It also contains the clinic link and a QR code for easy access to the clinic link for patients/clients on mobile devices. You can create your clinic specific patient information letter by going to this page and filling in the requested clinic details. This leaflet also gives patients an overview of how Video Call works. 

    Please note: When you paste in the Waiting Area URL this will be text only and not a clickable link, so let your patients know they need to copy and paste this into their web browser. If you want the link to be clickable you need to edit the pdf file in an application that allows full editing capability, such as Adobe Acrobat Pro DC.

    2. How to attend a consultation for patients

    This guide provides an overview of the steps your patients need to follow to start a Video Call and attend their consultation.

    Can’t find what you’re looking for?

    Email support

    or speak to the Video Call team on 1800 580 771

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