NSW Health Change Management
Information regarding change management for using healthdirect Video Call for video telehealth
Video call is intuitive to use and has a simple design, while having many features that can enhance the video consultation experience. This page contains information to assist staff to familiarise themselves with the benefits of using the Video Call service.
The following graphic shows at a glance the many of the benefits of using Video Call
Click here to access and download this graphic as an image file.
Click on the dropdown headings below for more information
Video Call Platform Support
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healthdirect Video Call | NSW Statewide Service Desk |
Local Health District Admin/Coordinator/ Support |
| Clinician |
Advanced Technical Support Scheduled training 24x7 Incident management Bespoke end-to-end testing Specific advanced device issues |
Login (SSO) issues related to accessing Video Call Portal Device Policies and Issues Network Support (e.g. BYOD) |
Platform access (org/clinics and roles and permission) Troubleshooting (Equipment, Internet Access, camera, microphone, etc.) Workflow training Platform training (joining patients, apps and tools, etc.) Feature requests analysis and reporting to HDA and jurisdictional lead |
| Patient |
Pre-call test support issues Specific advanced device issues Refer to NSW health organisation contact for a wrong appointment link provided |
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Appointment information Clinic entry support General telehhealth support |
| Admin |
Workflow service access design Organisation/Clinics creation Bulk user management (onboarding, offboarding, roles and permissions) Bulk configuration Train the trainer Scheduling team training Feature Request Analysis and custom application design and development upon jurisdictional lead approval Community of Practice (COP) engagement and regular webinars Support ticket management Roadmap service delivery -SDMO 24x7 Incident management Resource Centre content access, support and development Maintaining NSW Health Resource Portal Maintaining NSW Health Telehealth contacts list on the Resource Centre Maintaining NSW Health primary contacts in HDA CRM for fortnightly comms Qlik (N-Printing) automated reporting and bespoke reporting requests Level 3 support |
Login (SSO) issues related to accessing Video Call Portal Device Policies and Issues Network Support (e.g. BYOD) |
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| NSW Health IT |
4x7 Incident management Service monitoring Security and privacy management Single Sign On Configuration End-to-end testing as part of NSW Health onboarding project |
Website telehealth links to orgs/clinics |
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Detailed information for clinicians regarding Video Call capabilities and benefits
Click here to view a detailed table regarding key video telehealth capabilities for clinicians and the benefits of using Video Call.
Detailed information regarding Video Call benefits for patients
Click here to view a detailed table regarding key video telehealth capabilities for patients and the benefits of using Video Call.
Please note: If you have any questions, please call our support line on 1800 580 771 or email us at videocallsupport@healthdirect.org.au.