NSW Health change management, set-up and onboarding
Information regarding change management and set up 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 and information regarding organisation set-up and onboarding of users.
The following graphic shows at a glance the many of the benefits of using Video Call
Click here to access and download the above graphic as an image file.
Click here to access a range of guides and videos for health service providers and patients.
Click here to access a brief for creating an Intranet page for Video Call.
Click on the dropdown headings below for more information
Organisation structure options
The following graphic shows the build options are available for the Organisation structure in Video Call:
Video Call user roles and permissions
The following user roles and permissions are available for NSW Health staff:
New organisation and new clinic request templates
These templates are for organisation and clinic administrators who are authorised to request new Video Call organisations and clinics.
Briefs, Quick reference guides and logos for LHDs
The following information is for NSW organisations set up with Video Call:
The healthdirect Video Call Pre-Implementation information collection form has been reviewed by MoH and edited to make it generic. You will need to edit and add your specific LHD details. Please edit to suit your LHD and then provide to your clinics and services to support the collection of important information for the Video Call rollout.
- Click here to access a range of guides and videos for health service providers and patients.
- Click here to access a brief for creating an Intranet page for Video Call for your LHD.
- Click here to access a guide for streamlining access to healthdirect Video Call.
Logos:
Bulk user upload requests
The Video Call team can process bulk import spreadsheets for new users (or the removal of bulk users). These requests are made by Organisation administrators, telehealth managers or clinic administrators. Click here to access the Bulk Import process information page, which includes a template to use when requesting bulk users to be added to clinic/s.
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.