Healthdirect Australia Help Center

    Configure the clinic waiting area

    What Video Call platform role do I need: Organisation Administrator, Team Administrator

    This page show you how to configure the following elements of your clinic:

    • General configuration
    • Share waiting area
    • Waiting area hours
    • Support information for callers
    • Patient entry fields
    • Automated messages
    • Short URL

    Accessing the waiting area configuration

    1. On signing in, select the clinic you want to configure.

    2. Click on the configure button on the left panel of the Waiting Area.   
    3. Click on the Waiting Area tab - the last tab in the Configure section of the clinic.
    Within this section, you can manage and edit features of the waiting area. You can enable and disable your clinic waiting area with the Enable Waiting Area toggle. By default your waiting area is enabled when it is created.
    Within the following sections you must click the button to apply any changes.

    General configuration

    The Waiting Area Consultation Name defaults to 'Video call' and appears at the top of your call screen. This can be changed if required.
    Set the clinic speciality (e.g. cardiology) and the timezone for the waiting area.
    If your waiting area is disabled, you can change the message callers will see if they attempt to start a call in your clinic.
    Click Save to apply any changes.

    The specialities configured will be available in reporting on clinic and organisational data.

    Share waiting area/ start Video Call button for clinics

    Click on Share waiting area to see options for sharing with patients so that they can start a call and arrive in your clinic: Share using link, Launch using a button and Embed into a page. 

    Detailed description of each of these options:

    Share using link - Copy the entry URL to send to your patients.

    Launch using a button - Place a button on your web-page that patients can click on to start a video call in a new window. You can customise the text and colour of the button before copying the code. Please contact your website administrator if you need assistance with this process.

    Click Save to apply any changes.

    Embed into a page - Use an embed code on your web page that directly opens a Video Call consultation without leaving your web page. You can customise the dimensions of the video call frame by adjusting the width and height. Please contact your website administrator if you need assistance with this process.

    Click Save to apply any changes.

    Waiting area hours 

    You can manage and edit features in your Waiting Area to suit your clinic requirements.

    Set the hours of operation for the clinic waiting area. Click the Add break button to include breaks in the daily schedule. The break details show below the selected day.

    Click Save to apply any changes.

    Supporting information for callers 

    Add a Custom URL. This will take callers to a page on your website where they can access the Start Video Call button for their appointment. It will be the link you send to patients and will become your Waiting Area URL in the Waiting Area Dashboard (if a Custom URL is configured it replaces the normal Waiting Area URL that you send to patients). See how to add a button on your website.

    Add or edit a Support Message with information for callers about how to contact your support team if they are having any issues. This message will be shown to callers while they are waiting to be seen.
    You can add links to your clinic-specific Privacy Policy, Terms of Service and Help.
    Click Save to save any changes.

    Example of an organisation Video Call website page
    The links you configure in the Supporting Information section will show on these pages when a caller clicks to start a video call.

    Patient entry fields 

    Add or edit the information you want your incoming callers to provide before they are seen, for example their Medicare number. You have the ability to make entry fields a text input or checkbox field, as well as setting them as a required field if it is information they must provide before proceeding with the call.

    When you have added extra patient fields, you can see the information provided by the patient in the waiting area under Participants. Click on the drop down arrow and select Call activity. The data the patient entered will be seen in the Event log window that opens. Screen shot of the waiting area showing the participants drop down menu with call activity highlighted

    Automated messages 

    Add and edit automated text messages sent to callers in the clinic waiting area queue and set timings for when the messages are sent.
    For example, this could include information regarding the clinic or a message saying 'your doctor will be with you shortly'.

    Short URL - Please note this field is not currently working. You can create your short URL manually.

    This section is not creating the correct URL and we are working to resolve this.
    If you want to configure a short URL for your clinic waiting area to make it easier to share you can do it here. Add your short URL path and click Save.

    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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