Telehealth tips & troubleshooting

Device requirements

To use our telehealth service, you will need:

  • a reliable internet connection (please complete a test call to check whether your internet speed is sufficient).
  • web-camera, speakers and microphone (already built into laptops and mobile devices)

Depending on your device, please make sure you have an up to date version of either:

  • Google Chrome web browser, if using a desktop/laptop (Windows or Mac OS) or an Android tablet/smartphone
  • Safari web browser, if you are using an Apple desktop or laptop (Mac OS) or iPad or iPhone.

Data usage

  • You don’t use any data while in the 'online waiting room' waiting for your Alfred Health specialist to join you
  • A Telehealth consultation uses less than half of the data you would use while watching a YouTube video in High Definition. That's about 230 MB on a mobile device, and 450 MB on a PC for a 20 minute call, which is similar to Skype or FaceTime
  • Data use is less on lower-speed internet connections, or if you’re using a less powerful computer, tablet, or smartphone. These factors can also reduce the overall quality of the videocall.

Tips:

  • When you start the video call, you will be guided through a few steps to test your equipment. This will check whether your Internet connection is fast enough, your speakers and microphone are working correctly, and your camera is positioned correctly.
  • Please refer to the troubleshooting guide below if you have any problems.
  • Click 'Allow' if you see a message at the top of your page requesting access to use your camera.
  • Video call can work on low internet speeds however they may affect the quality of the call. If you are concerned about your internet connection, you can request that your local GP practice support your Telehealth appointment with Alfred Health. This means that you can attend your appointment, using their internet connection and equipment.

Troubleshooting

Important

Once connected, please stay on the same page, when ‘on-hold’ to receive updates and to see when your specialist is on-line. Closing or minimising this tab on your device will cause you to temporarily drop out of the waiting area and restart the timer. If this happens, you may not be seen on time.

If you still require assistance, please contact our telehealth support team, who are available Monday to Friday 9am - 5pm.

Telehealth troubleshooting guide
Simple troubleshooting guide
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