When you need urgent medical advice for conditions that are not life-threatening, a virtual care clinic can provide fast and convenient support. These clinics allow you to speak with emergency-trained health professionals, such as doctors and nurses, from your home or workplace. Services are delivered through telecommunication channels such as video calls, phone calls, or digital platforms. Virtual care clinics focus on short-term, acute care, helping with sudden illnesses or injuries that don't require a hospital emergency department visit. They can offer treatment, advice, or even referrals to other healthcare providers if you need them, making it easier to get the right care without delay.

What is virtual care?

Virtual care means getting health services via phone, video or online messaging instead of visiting a healthcare professional in person. It can include things such as telehealth, online prescriptions or virtual therapy. Virtual care is only offered when it is safe and appropriate, by a healthcare professional with the right skills and training. Not all health issues can be managed this way.

What are virtual care clinics?

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

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. They may also give you advice on self-care options.

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

After you connect, you'll 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 types of health issues can virtual care clinics help me with?

Virtual care clinics can provide care and support for people with chronic and acute health conditions. They also support people with mental health concerns that are urgent but not life-threatening.

If the medical professional sees that you need emergency transport to the hospital, they will arrange an ambulance.

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

You may be asked to go to a hospital emergency department for urgent care, or to a clinic if you need further health checks or tests.

How can I access a virtual care clinic?

Use the healthdirect Service Finder to find a virtual care clinic in your state or territory.

You'll need a device with a working camera, such as a computer, phone or tablet. 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 arrange an ambulance for you, there may be a charge. This will depend on the type of health insurance you have.

What can I expect from a virtual care clinic appointment?

At the start of your appointment, your healthcare provider will introduce themselves, check your identity and explain what will happen.

They will make sure you understand the process and agree to it. This includes:

• what technology will be used
• any costs
• your treatment plan
• who may access your information
• if the session will be recorded

They will also check if it's safe and suitable to continue your appointment virtually. If not, they'll help you arrange an in-person visit. Your privacy and safety are important. Let them know if you're not in a private space or others can overhear you.

During the consultation, they will ask about your symptoms, medical history and other details. They can arrange a translator or other communication support if you need it.

Your healthcare provider aims to give the same quality of care you'd get in person. They will also keep proper records and may follow up or share information with other healthcare professionals, with your permission.

Resources and support

Call healthdirect on 1800 022 222 at any time to speak to a registered nurse (known as NURSE-ON-CALL in Victoria) for information and advice. In Victoria, South Australia and Western Australia, the helpline nurses can connect with a virtual care clinic.

Public virtual care clinics are currently available directly in Victoria and Queensland:

• The Victorian Virtual Emergency Department has more information on urgent virtual care as well as a guide for registration in Victoria.
• The Queensland Virtual Emergency Care Service provides people in Queensland with virtual emergency care services.

In other states, including New South Wales, South Australia and Western Australia, a health professional must refer you to the service.

• The Virtual Urgent Care Service in New South Wales provides specialist emergency advice and care via video call to patients over the age of 16 years.
• The South Australia Virtual Care Service provides people in South Australia with virtual emergency care.
• The Western Australia Virtual Emergency Department connects patients over 16 years of age with emergency clinicians for virtual medical assessments and referrals to the care they need.

Visit the NSW Health page on virtual care. It explains what it 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. It includes tips on 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.

Languages other than English

The Victorian Virtual Emergency Department has information in community languages.

The New South Wales Government has virtual care factsheets in many languages.

Information for Aboriginal and/or Torres Strait Islander peoples

The New South Wales Government has information about virtual care for Aboriginal and/or Torres Strait Islander people.