Telehealth as Standard Practice

Telehealth has moved from emergency pandemic measure to standard service delivery for many healthcare practices. Allied health practitioners, GPs, specialists, and mental health professionals routinely offer video consultations alongside in-person appointments.

For Gold Coast practices, telehealth expands your reach beyond local geography, provides flexibility for patients with mobility or transport challenges, and offers efficient service delivery for appropriate consultation types.

But telehealth done poorly creates risks — privacy concerns, poor patient experience, technical failures, and compliance issues. This guide covers how to set up telehealth properly.

Telehealth Requirements

Clinical Appropriateness

Not everything suits telehealth:

Good for telehealthFollow-up consultations, medication reviews, mental health sessions, lifestyle counselling, some initial assessments, progress reviews.

Challenging for telehealthPhysical examinations, hands-on treatment, certain assessments requiring physical interaction.

Practitioner judgmentDetermining appropriateness case by case based on clinical judgment.

Patient capabilityAssessing whether patients have the technology and environment for effective telehealth.

Technical Requirements

Making telehealth work:

Reliable video platformPurpose-built telehealth platform or appropriately configured video conferencing.

Adequate internetSufficient bandwidth for reliable video calls at both ends.

Appropriate devicesCameras, microphones, and screens adequate for clinical use.

Patient-facing technologyWhatever patients will use to connect.

Backup optionsAlternatives when primary technology fails.

Privacy and Security

Protecting patient information:

EncryptionVideo calls encrypted end-to-end so conversations cannot be intercepted.

Access controlsOnly authorised parties can access consultations.

Recording policiesClear policies on whether consultations are recorded and how recordings are handled.

Environment considerationsBoth practitioner and patient environments appropriate for confidential consultations.

Data handlingWhere consultation data is stored and how it is protected.

Billing and Claiming

Getting paid correctly:

Medicare telehealth itemsUnderstanding which MBS items are available for telehealth and their requirements.

Private billingAppropriate invoicing for private telehealth consultations.

NDIS claimingCorrect claiming for telehealth NDIS services.

Health fund claimingUnderstanding health fund policies on telehealth.

DocumentationRecords supporting billing claims.

Choosing a Telehealth Platform

Healthcare-Specific vs General

Platform types:

Healthcare telehealth platformsCoviu, HealthDirect Video Call, Medirecords telehealth, and similar. Designed for healthcare with compliance features built in.

General video conferencingZoom, Microsoft Teams, Google Meet. Can be used for telehealth if properly configured.

Practice management integrationSome practice management systems include telehealth functionality.

Key Selection Criteria

Evaluating platforms:

Security and privacyEncryption, access controls, Australian data storage, compliance with healthcare requirements.

ReliabilityPlatform stability and uptime. Technical failures during consultations are problematic.

Ease of useFor both practitioners and patients. Patients should not need technical expertise to connect.

IntegrationConnection to scheduling, patient records, and billing.

CostPer-consultation, subscription, or included in other services.

FeaturesWaiting rooms, screen sharing, document sharing, multi-party capability as needed.

SupportHelp available when things go wrong.

Platform Options for Gold Coast Practices

Common choices:

CoviuHealthcare-specific. Strong security and compliance. Integrates with some practice management systems.

HealthDirect Video CallGovernment-supported option. Free for eligible practitioners. Basic functionality.

Zoom HealthcareBusiness version of Zoom configured for healthcare with enhanced security. Familiar interface.

Microsoft TeamsIf already using Microsoft 365, Teams can work for telehealth with proper configuration.

Integrated optionsPractice management platforms (Cliniko, Nookal, etc.) increasingly include telehealth.

Setting Up Telehealth

Platform Configuration

Getting the platform ready:

Account setupCreating accounts with appropriate permissions.

Security configurationEnabling encryption, setting access controls, configuring privacy settings.

Integration setupConnecting to scheduling and patient records.

TestingVerifying everything works before using with patients.

Waiting room setupVirtual waiting rooms if supported.

Environment Setup

Physical space considerations:

Dedicated spaceConsistent, appropriate location for telehealth consultations.

BackgroundProfessional, uncluttered background. Branded virtual backgrounds if appropriate.

LightingFace clearly visible without harsh shadows.

AudioGood microphone, minimal background noise.

PrivacyEnvironment where conversations cannot be overheard.

Equipment

Technical requirements:

CameraQuality webcam for clear video. Built-in laptop cameras are often adequate.

MicrophoneClear audio capture. Headset or dedicated microphone often better than built-in options.

Speakers or headphonesClear audio reception without echo.

Internet connectionReliable, adequate bandwidth. Wired connection more reliable than WiFi.

Backup devicesAlternative equipment if primary fails.

Patient Preparation

Helping patients succeed:

Technology guidanceInstructions for connecting, ideally in advance.

Test consultationsOption to test technology before clinical appointment.

Minimum requirementsClear communication about what patients need.

Alternative optionsWhat happens if technology fails (phone consultation, reschedule).

Environment adviceGuidance on patient environment for effective consultation.

Compliance Considerations

Privacy Act Compliance

Meeting privacy obligations:

ConsentAppropriate consent for telehealth service delivery and any recording.

Privacy noticeInforming patients about telehealth privacy practices.

Data handlingEnsuring telehealth data is handled according to privacy requirements.

Third-party platformsUnderstanding what data platforms access and how they handle it.

Professional Obligations

Meeting registration requirements:

AHPRA guidanceFollowing relevant professional board guidance on telehealth.

Scope of practiceEnsuring telehealth delivery is within your scope.

DocumentationAppropriate clinical documentation of telehealth consultations.

Quality of careMaintaining appropriate care standards in remote delivery.

Medicare Compliance

Meeting claiming requirements:

Eligible itemsUnderstanding which MBS items can be delivered via telehealth.

Geographic requirementsAny geographic restrictions on telehealth items.

Documentation requirementsWhat documentation is needed to support claims.

Patient locationRequirements about where patients can be located.

Record Keeping

Documenting telehealth:

Clinical recordsDocumentation equivalent to in-person consultations.

Consultation modeRecording that consultation was via telehealth.

Consent recordsDocumentation of telehealth consent.

Technical issuesRecording any technical problems that affected consultation.

Common Telehealth Challenges

Technical Failures

Technology problems during consultations:

Connection issuesVideo or audio failing during consultations.

Platform problemsTelehealth platform itself having issues.

Patient technologyPatients struggling with their end of the technology.

SolutionsReliable platform, backup options (phone call), patient preparation, technical support availability.

Patient Experience

Making telehealth work for patients:

Technology barriersPatients unfamiliar or uncomfortable with technology.

Environment challengesPatients lacking private space for consultations.

Connection qualityPoor internet affecting patient video and audio.

SolutionsSimple technology, patient education, technology testing, phone backup.

Clinical Limitations

Managing telehealth appropriateness:

Assessment limitationsThings that cannot be assessed remotely.

Treatment limitationsServices that require physical presence.

Patient suitabilityPatients for whom telehealth is not appropriate.

SolutionsClear protocols for telehealth appropriateness, easy transition to in-person when needed.

Billing and Administration

Managing telehealth workflows:

Different billingTelehealth and in-person having different billing requirements.

Schedule managementMixed telehealth and in-person schedules.

Preparation differencesDifferent preparation for telehealth vs in-person.

SolutionsIntegrated scheduling and billing, clear workflows for each appointment type.

What We Provide

Understanding Healthcare Telehealth

We work with allied health and medical practices across the Gold Coast. We understand:

Telehealth platform options and their capabilities
Healthcare privacy and compliance requirements
Integration with practice management systems
Technical requirements for reliable telehealth delivery
Patient experience considerations

Telehealth Implementation

What we offer:

Platform selectionHelping evaluate and choose appropriate platforms.

ConfigurationSetting up platforms with proper security and integration.

Equipment setupEnsuring hardware is appropriate for telehealth use.

IntegrationConnecting telehealth to scheduling and patient records.

TrainingGetting practitioners and staff confident with telehealth technology.

DocumentationHelping establish telehealth policies and procedures.

Ongoing Support

After implementation:

Technical supportHelp when telehealth technology has problems.

Platform managementKeeping telehealth systems updated and working.

TroubleshootingResolving issues affecting telehealth delivery.

ChangesAdjusting configuration as needs evolve.

Is This Right for Your Practice?

If you are a healthcare practice dealing with:

Setting up telehealth for the first time
Telehealth that is not working well
Concerns about telehealth compliance
Integration challenges between telehealth and other systems
Technical issues affecting telehealth delivery

We should have a conversation. A 15-minute call helps us understand your situation and whether we can help.

Book a callClick here

Or reach outhello@netlumait.com.au | 1300 521 162

We work with practices from sole practitioners to larger clinics. The solutions scale to your needs.

Telehealth Setup and Compliance for Gold Coast Practices: How Allied Health and Medical Clinics Deliver Secure Remote Consultations