What are virtual care clinics?

Virtual care clinics provide urgent medical care via telehealth for conditions that are not life-threatening. This means that, depending on your symptoms, you can get medical advice from your home or workplace, instead of going to a hospital emergency department.

Staff at the virtual care clinic can connect you with emergency-trained doctors and nurses, or other medical professionals. You do not need an appointment or referral to use a virtual care clinic.

Once connected with a virtual care clinic, you will be placed in an online ‘waiting room’. Waiting times will depend on how busy the service is.

Currently, virtual care clinics are available only in some states.

What is telehealth?

Telehealth is consultation with a medical professional over the phone, or through a video device. Some services you can use with telehealth include medical treatment or advice, prescription renewal or checkups to manage an ongoing medical condition. Virtual care clinics fall under the category of telehealth.

What types of health issues can virtual care clinics help me with?

Virtual care clinics can provide care for illnesses or injuries that are urgent but not life-threatening. This includes:

• respiratory illnesses, such as COVID-19
• abdominal pain
• urinary tract infections
• insect stings and bites

During the virtual consultation, if the medical professional sees that you need emergency transport to the hospital, they will send you an ambulance.

A virtual care nurse can also help direct you to the right healthcare professional. They can help you get prescriptions or medical tests close to where you live or work, so you don’t need to travel to the hospital. They may also give you advice on self-care options.

In other situations, for example if you need to see a hospital-based doctor, service or health test, they may ask you to come to the emergency department for further care.

How can I access a virtual care clinic?

To find a virtual care clinic in your state or territory, use the healthdirect Service Finder.

You will need a computer, phone or tablet device with a working camera. It is also important to have a stable internet connection. You will need to register online.

Once you register, you will be placed in the virtual waiting room triage line. When it is your turn, a nurse will contact you. You can explain your medical situation to them. They will then be able to recommend the best care option for you.

You can also register in many languages other than English. If you need a language interpreter, you can ask for one when you register online.

It is important that you have your Medicare or private health insurance card and number with you when registering and for your consultation.

If the staff need to call an ambulance for emergency transport to a hospital because of your medical situation, they may charge you. This will depend on the type of health insurance you have.

FIND A HEALTH SERVICE — The Service Finder can help you find doctors, pharmacies, hospitals and other health services.

Resources and support

The Victorian Virtual Emergency Department has more information on urgent virtual care as well as a guide for registration in Victoria.

Visit the NSW Health page on virtual care, which explains what telehealth is and how you can use it to connect with medical professionals for advice and information. They also have a guide to using virtual care in New South Wales, including how to book and prepare for your appointment.

SA Health has more information on the benefits of virtual care and details types of medical aid it can provide in South Australia.

The Queensland Virtual Emergency Care Service provides people in Queensland with virtual emergency care services.

Other languages

The Victorian Virtual Emergency Department has information in other languages.