Telehealth – Telephone and video appointments

Some of our outpatient appointments are carried out by phone or video. This saves you time and money by not having to travel or take as much time off work.

Family or another support person can be part of the appointment much more easily.

Telephone and video won’t be suitable for all appointments. If you are invited to a telephone or video appointment, we will have made sure that the appointment is safe and appropriate for your care.

If your appointment is going to be by phone or video you will be advised by one of our team and they will make sure you have the information you need.

 

Preparing for your appointment

  • Can I choose to have a telephone or video appointment? Page 1 Copy 3 Created with Sketch.

    Not all appointments will be suitable for a phone or video appointment. Your health professional will advise if it is suitable and, the decision to do a phone or video appointment will be a shared one.

  • How can I prepare for my appointment? Page 1 Copy 3 Created with Sketch.

    Just like any appointment here are some things you can do to prepare:

    • A pen and paper to note things down during your appointment.

    • A list of any medications or your medications in their packaging.

    • Write down a list of questions or issues to help you get the most from your appointment.

    • If your call is by Zoom it’s a good idea to try using Zoom before your appointment so you feel more comfortable using it. If you would like further help please email Telehealth@adhb.govt.nz.

     

  • What do I need for my phone appointment? Page 1 Copy 3 Created with Sketch.

    For a phone appointment you will only need access to a phone, and a quiet place to take the call. You can have family member with you on the call. Just remember to tell your health profession at the start if you have someone with you.

    You will be sent a time for your appointment.

     

  • What do I need for my video appointment? Page 1 Copy 3 Created with Sketch.
    • Access to a smartphone, computer, tablet (e.g. an iPad), or other device that has a camera, speaker, and microphone. Most home devices, including laptops and tablets, have all three built-in.

    • A good connection to the internet. You can use data, but Wi-Fi offers a better experience.

    • A well-lit area where you will not be disturbed during your appointment.

     

  • How do I get ready for my video appointment? Page 1 Copy 3 Created with Sketch.
    1. You should have received an appointment by email with a link to Zoom.

    2. If you’re using a smartphone or tablet and this is your first time using Zoom, you will need to download the Zoom app before your video appointment. It’s Free from the App Store or Google Play.

    3. If you are using a computer you can join Zoom using your internet browser – Google Chrome, Firefox or Safari.

    4. Find a place that’s quiet and well-lit.

    5. Make sure you have a good internet connection. If you are on Wi-Fi make sure you are in a strong signal area and others aren’t streaming or downloading content.

    6. 5-10 minutes before your appointment open your video appointment email.

    7. Click the Join Zoom video appointment link and the Zoom software will automatically start. Or you can enter the meeting ID number if you can’t access the link from your device.

    8. On your computer – select both Join with video and Join with audio

    9. On your tablet or similar device – select Call using internet audio or Call using device audio.

    10. That’s it! You are ready to start your video appointment once the doctor, nurse or other healthcare professional joins the call.

    If you are having trouble connecting, read our troubleshooting tips or you can visit Zoom’s support page.

     

About your telephone or video appointment

  • Is a video appointment safe and secure? Page 1 Copy 3 Created with Sketch.

    Video appointments are secure and your privacy is protected. You don’t need to create a Zoom account for your appointment, and no information you enter is stored.

  • How much data will my video appointment use? Page 1 Copy 3 Created with Sketch.

    Video appointments use about the same amount of data as you would when watching a YouTube video (a maximum of 1MB of data per minute).

  • Is a telephone or video appointment suitable for me? Page 1 Copy 3 Created with Sketch.

    Not all appointments will be suitable for video and telephone, your health professional will advise if it is not. The person who books your appointment will discuss with you if a telephone or video appointment is right for you.

Setting up for your video appointment

  • How do I get ready for my video appointment? Page 1 Copy 3 Created with Sketch.
    1. You should have received an appointment by email with a link to Zoom.

    2. If you’re using a smartphone or tablet and this is your first time using Zoom, you will need to download the Zoom app before your video appointment. It’s Free from the App Store or Google Play.

    3. If you are using a computer you can join Zoom using your internet browser- Google Chrome, Firefox or Safari.

    4. Find a place that’s quiet and well-lit.

    5. Make sure you have a good internet connection. If you are on Wi-Fi make sure you are in a strong signal area and others aren’t streaming or downloading content.

    6. 5–10 minutes before your appointment open your video appointment email.

    7. Click the Join Zoom video appointment link and the Zoom software will automatically start. Or you can enter the meeting ID number if you can’t access the link from your device.

    8. On your computer – select both Join with video and Join with audio

    9. On your tablet or similar device, select Call using internet audio or Call using device audio.

    10. That’s it! You are ready to start your video appointment once the doctor, nurse or other healthcare professional joins the call.

  • Will an interpreter be available for a phone or Zoom call? Page 1 Copy 3 Created with Sketch.

    Yes we can connect an interpreter into the call.  If you need an interpreter please mention it when your appointment is being booked.

  • If someone had helped me set up Zoom do they need to stay for my appointment? Page 1 Copy 3 Created with Sketch.

    If someone has been helping you to get set up, it is quite OK to ask them to leave the room once you are connected to the health professional.

    As in a traditional face-to-face appointment, it is your choice who sits in on your appointment.

    If you are unsure about the technology, you might want them to stay in shouting distance to help you.

  • Can I still use Zoom if I don’t have a camera on my PC? Page 1 Copy 3 Created with Sketch.

    Yes you can use Zoom just using the audio.

  • I can’t download the Zoom app, can I dial into the appointment? Page 1 Copy 3 Created with Sketch.

    Yes you can, in your meeting invitation there will be a link to join by phone.

  • I received multiple appointment booking requests for my appointment, which one is correct? Page 1 Copy 3 Created with Sketch.

    You should use the most recent link you were sent. If you’re not sure you can give the booking team a call.

  • Can I invite my whānau or other caregiver to the phone or video appointment? Page 1 Copy 3 Created with Sketch.

    Yes they can be in the same room as you or you can forward the appointment link to your whānau or care giver. Please let your health professional know at the start of the meeting so they know who is on the call with you.

  • How do I connect into my appointment? Page 1 Copy 3 Created with Sketch.

    At the time of your appointment click the Join video call appointment via Zoom link in your appointment invite email or appointment reminder email, or the link in your text reminder.

    If you can’t click on the link enter the Meeting ID number – this will be in your invite.

    You will see prompts to connect with audio and video at each step.

    Once joined you should be in the video waiting room ready to start your appointment. Your health professional will see that you are ready and waiting.

    If you have any technical issues refer to our trouble shooting guide.

What happens during my appointment?

  • What should I expect during my video call? Page 1 Copy 3 Created with Sketch.
    • You may be asked to confirm your identity
    • If another person is with you, introduce them to the clinician
    • When you are ready you can talk to your clinician about your health
    • If you want to show the clinician something, you can try to use the screen camera
    • You may receive important information like changes to your medication
    • You can ask the clinician to repeat information to confirm you both have it correctly
    • If something goes wrong with the call, we will call you back by Zoom or telephone
    • After the clinician has finished talking with you, they will arrange things like letters, tests and other appointments if needed
    • We will say "goodbye" before we go.

    If all goes well, the call will feel like a face-to-face appointment.

  • How do I know when the appointment has started? Page 1 Copy 3 Created with Sketch.

    Once you and your clinician agree that the technology works, they will start the main part of your appointment, usually by saying something like "How have you been since I last saw you?" or "How are you feeling?"

  • How do I let the health specialist know I am listening during my appointment? Page 1 Copy 3 Created with Sketch.

    You can talk to your health professional as you would if you were face-to-face.  Check your microphone isn’t muted.  The microphone is in the bottom left corner of the screen and will have a line through it if it is muted. Click on the microphone to unmute it.  Alternatively, you can just give your health professional a nod or a thumbs up.

  • What happens if there is a technical problem? Page 1 Copy 3 Created with Sketch.

    If you can’t connect to the call or are having trouble with audio or video check the trouble shooting guide. If something goes wrong with the call, we will call you back by Zoom or telephone.

  • How do I make sure I capture important information? Page 1 Copy 3 Created with Sketch.

    If the health professional is giving you important information, it’s a good idea to repeat back what you have heard to confirm you have heard correctly.

    Have a pen and paper handy to note things down during your appointment.

  • Can I ask questions at my appointment? Page 1 Copy 3 Created with Sketch.

    Yes, you can ask questions any time during the appointment. It is a good idea to write questions down before your appointment so you don’t forget anything.  Before your appointment ends your health specialist will check you have understood what they have told you and give you an opportunity to ask any questions.

  • What if there is something I haven’t understood? Page 1 Copy 3 Created with Sketch.

    It is ok to ask a question or ask your health professional to explain what they mean at any time during your appointment. We encourage you to ask any questions you have and talk about anything you are not sure about.

  • Is the session recorded? Page 1 Copy 3 Created with Sketch.

    In most circumstances the session won’t be recorded.  If it is going to be recorded the health professional will ask you permission and let you know where the recording will be stored.

  • What happens at the end of the appointment? Page 1 Copy 3 Created with Sketch.

    After your health professional has finished talking with you, they will arrange things like letters, tests and other appointments if needed.

    There will be an opportunity for you to ask any questions.

    When the appointment is finished we will say goodbye and end the Zoom meeting. You just need to close down your app or computer.

What happens after your appointment

  • What happens if I need a prescription or follow up tests? Page 1 Copy 3 Created with Sketch.

    After the clinician has finished talking with you, they will arrange a prescription if you need one. They can send this directly to a pharmacy of your choice.

  • Will my next appointment be a telephone or video appointment? Page 1 Copy 3 Created with Sketch.

    If you need another appointment you should, discuss this on the call if your next appointment should be face-to-face or by telephone or video.

    Not all appointments are suitable for phone and video.

  • Can I give feedback? Page 1 Copy 3 Created with Sketch.

    Yes, we value your feedback, (good or bad). This helps us to continue to improve our services.

    We may also send you a short survey after your telephone or video appointment to ask you about your experience. It’s OK to point out that things didn’t go well and suggest ways of improving the experience for other patients.