Telecare is the name of the service that provides video conferencing care for some medical sub-specialties on behalf of Mackay Hospital and Health Service (MHHS).
Telecare is one of Australia’s largest telehealth providers, with a panel of over 120 physicians across 30+ specialties.
Telecare operates nationwide, with a focus on regional Australia. A contract between Telecare and MHHS outlines how this service is provided. The contract deals with standards of service and confidentiality. It guarantees the same level of care as if the service was occurring at Mackay Base Hospital (MBH). The contract has been carefully reviewed by the MHHS legal department and Queensland Health Contracts Management Unit.
What to expect
If you are coming to a hospital facility
When you arrive for your telehealth appointment, you will be shown into a private room where the video conference equipment is set up. You will meet your local clinician and will be seated in front of a TV with a camera, where you will see and speak to your specialist. If you need to be examined, your local clinician will be there to carry out the examination on behalf of the specialist.
If you are using your own device
Telecare will send a link to your nominated device. Prior to your scheduled appointment time, you will need to click on the link to connect with the specialist and if required, the local clinician.
Please ensure you are located in a quiet area with good lighting, you position yourself clearly in the middle of your screen (have your device on its side to fill the entire screen) and your device’s volume is turned up (or headphones are plugged in).
The local clinician and specialist will dial into the appointment, where you will see and speak to them. If you wish to have someone with you during your appointment (e.g. a family member or carer), they can also be present or join remotely via video link. Your specialist will ask you questions, and you will be able to talk to them exactly as if you were talking to them in-person.
What is telehealth?
Mackay Hospital and Health Service (MHHS) provides specialist telehealth services for a variety of specialties. These appointments and clinics can be delivered both to our rural facilities from Mackay Base Hospital (MBH) and from tertiary centres throughout Queensland to MBH and rural facilities.
Your GP has referred you for specialist medical assessment at MBH. Sometimes the specialist is not in Mackay. The hospital uses a video system that reaches specialists outside of Mackay providing a service which enables patients to stay in their hometown.
The specialist (who may be anywhere in Australia, but never overseas) will chat with you via videoconference.
Security and Privacy
Your information and any conversations will be private and confidential, exactly as they would if you were having an appointment in-person. Queensland Health is required by law to keep your health information confidential and private. Telecare is also governed by the same strict laws and regulations as Queensland Health.
View the Telecare patient information brochure here.