Virtual Care, or Telehealth, lets you see your doctor, nurse, psychologist, specialist or other health professional without having to visit them in person.

You may request, or be asked to join, a Telehealth consultation as an alternative to seeing your clinician face-to-face, or as part of a hybrid model of care.

We provide secure Virtual Care platforms to help you connect to your clinician. This page is an introduction to these platforms and how to join a Telehealth consultation.

Preparing for a Telehealth consultation

If you and your clinician have decided that Virtual Care is the best option, you’ll be contacted by the clinic’s Telehealth administrator.

They’ll provide useful information, including:

  • the date and time of the consultation
  • who will be present at the consultation
  • how to connect and use the technology
  • your unique link or VMR (Virtual Meeting Room number).

They will also be in touch to conduct a test call, answer questions and resolve any technical/connection issues you might have.

Here are some tips for a successful consultation:

  • Test your internet connection before your appointment
  • Make sure you find a quiet place, free of distractions
  • Choose a well-lit area and set up your device so it’s at eye level
  • If you’re joining with a phone set it to ‘Do not Disturb’ so you’re not distracted by calls and messages
  • Try to dial in at least five minutes before the start of the appointment.

Joining a Telehealth consultation

Anyone can attend a Telehealth consultation, using:

  • Desktop or laptop computer (PC or Mac)
  • Smartphone (mobile) or tablet (Apple or Android)

Western Sydney Local Health Districts currently offers two secure video conferencing platforms: myVirtualCare and Pexip.

Both platforms work in a similar way.

The only real difference is with myVirtualCare you’re given your own unique link, whereas with Pexip you access your Telehealth conference with a VMR.

Joining a myVirtualCare consultation

Follow these steps to join a myVirtualCare consultation:

  1. Open a browser (e.g. Safari, Chrome) and visit the unique link provided.
  2. Enter your personal details and identify your role.
  3. You will be prompted to test your audio and video devices. If you have any issues at this stage, contact your Telehealth administrator.
  4. Enter your appointment time and select your clinic.
  5. After logging in you will be transferred to a virtual waiting room. On entry, a notification will be sent to your clinician to let them know you are there.
  6. Once your clinician is ready, they will connect to you, and your Telehealth consultation will begin.

Joining a Pexip consultation

Follow these steps to join a Pexip consultation.

  1. Open a browser (e.g. Safari, Chrome) and visit:
  2. Type your full name in the box when prompted and click Continue.
  3. You should see your image on the next screen. When you speak a green bar will move with the image. This confirms your sound and camera are working. If accessing through mobile/smartphone you will receive a request to allow Pexip to access your microphone or camera. Click ‘Allow’ to proceed.
  4. If you can’t see any images or the green bar isn’t moving, there may be a problem with your connection and you should contact your Telehealth administrator.
  5. Press the camera button beneath your image. This opens the search to call box.
  6. Type your VMR number into the search to call box, and click the video camera icon.
  7. Click Join. PINs are not required so this box can be left blank.
  8. You will be taken to a virtual waiting area to wait for your clinician to connect.

Getting help

If you run into problems your clinic’s Telehealth administrator is the best person to contact.