Telehealth appointments at home
You may be able to have your appointment with your specialist at home using telehealth.
The two main applications used by WA Health service providers for telehealth are Scopia and Video Call.
Your health service provider will have provided you with dial-in number or website details for your appointment at home. If you have not received this information and your appointment has been confirmed, please phone the site who will be delivering your appointment for assistance.
If you want to access a telehealth service, speak to your health service provider and ask if they offer telehealth.
To participate in a telehealth call, you will need:
- an appropriate computer, tablet, or mobile phone with a camera, microphone and speakers (or headset)
- A good internet connection (see below for how to do this on your chosen device)
- to be reasonably confident with technology in order to download and use the telehealth application. If you are unsure about how to do this, you may want to ask for assistance from a family member or friend. Telehealth is not difficult, but some technology skills are required.
- To test and/or download the application one week prior to your appointment
It is important to note that downloading and installing applications and using your computer or device for a telehealth call will use data and may incur download costs from your internet service provider.
Scopia
Get your device ready for your appointment – installing the Avaya Scopia application
Your specialist clinic will have provided you with dial-in number details for your appointment at home. If you have not received this information, contact your health service provider directly.
The Statewide Telehealth Service (STS) uses an application similar to Skype or Facetime to provide your consultation. The application works on a variety of devices – choose yours from the list below and follow the set up instructions.
Windows computer/laptop
Step 1 – Check your internet speed
- Telehealth requires a good internet connection to work effectively.
- Test your internet speed on the Speed Test website (external site). Select 'begin test' to get your result.
- Your internet speed should be at least 384kbs for both 'download' and 'upload'.
- If your results are below the required speeds, you do not have a satisfactory internet connection and you will need to discuss alternatives with your health service provider, which might include:
- having your consultation at a family member or friend's house (if they have a better internet connection)
- booking a telehealth venue at a nearby health service.
Step 2 – Download and install the videoconferencing application
- In your web browser, visit Telehealth application download (external site).
- Click 'download' to install the Scopia Client application.
- Click 'run' and then 'run' again when prompted to do so.
- Click 'install'.
- After installation, close your browser page. The Scopia icon 'conference client' will now be located on the toolbar (bottom right-hand corner) on your desktop. Double click this to launch Scopia, or select the 'launch telehealth' button on this page 5 minutes before your appointment time.
- Right click on the Scopia icon and select 'settings...' and ensure the server URL is http://vc-desktop.health.wa.gov.au – if not, enter this URL manually.
- Select 'OK' to close the window.
Step 3 – Test your microphone and camera are working
- Ensure your audio is working by clicking on the microphone and camera icon on the Scopia page 'audio' tab, and clicking 'adjust audio and video devices' to test your microphone. Make sure you hear the echo of your voice in your microphone.
- Test your camera by clicking the 'video' tab and selecting 'preview'.
- Dial into the test site (external site) and ensure you can see the clip and hear music.
Step 4 – Dial into your appointment
- 5 minutes before your appointment time, add your name and the number provided by your specialist or health service and select 'participate now'.
- When your appointment is finished, select the red power button in the top right hand corner of the screen to exit your call.
Mac computer/laptop
Step 1 – Check your internet speed
- Telehealth requires a good internet connection to work effectively.
- Test your internet speed on the Speed Test website (external site). Select 'begin test' to get your result.
- Your internet speed should be at least 384kbs for both 'download' and 'upload'.
- If your results are below the required speeds, you do not have a satisfactory internet connection and you will need to discuss alternatives with your health service provider, which might include:
- having your consultation at a family member or friend's house (if they have a better internet connection)
- booking a telehealth venue at a nearby health service.
Step 2 – Download and install the videoconferencing application
- After download, run the file ClientComponents.dmg which you can find in your downloads folder, by double-clicking and following the prompts.
- Click 'continue' in the installer page and 'agree' to the software license agreement.
- When the installation is complete click 'close'.
- A Scopia desktop shortcut will be placed on your desktop. To launch, double-click the shortcut and select 'trust' when prompted.
Step 3 – Test your microphone and camera are working
- Ensure your audio is working by clicking on the microphone and camera icon on the Scopia page 'audio' tab, and clicking 'adjust audio and video devices' to test your microphone. Make sure you hear the echo of your voice in your microphone.
- Test your camera by clicking the 'video' tab and select 'preview'.
- Go to the test site (external site) and ensure you can see the clip and hear music.
Step 4 – Dial into your appointment
- 5 minutes before your appointment time, add your name and the number provided by your specialist or health service and select 'participate now'.
- When you have finished your appointment, select the red power button in the top right hand corner of the screen to exit the call.
Apple iPhone/iPad
Step 1 – Check your internet speed
- Telehealth requires a good internet connection to work correctly.
- Test your speed by using the Speedtest by Ooklat app (external site). The application will need to be downloaded from the iTunes App store (external site). Once installed, open the application and select ‘begin test’ to get your results.
- Your internet speed cannot be lower than 384kbs for either 'download' or 'upload'.
- If your results are below the required speeds, you do not have a satisfactory internet connection and you will need to discuss alternatives with your health service provider, which might include:
- having your consultation at a family member or friend's house (if they have a better internet connection)
- booking a telehealth venue at a nearby health service.
Step 2 – Download and install Scopia Mobile from the iTunes App Store
- Press the App Store icon on the home screen.
- In the App store, search 'scopia'.
- Press 'get' to start downloading the application and follow the prompts.
Step 3 – Launch the Scopia app
- To launch the Scopia Mobile application, touch the 'open' button. It will automatically go to the setup page when you first use it.
- Enter: vc-desktop.health.wa.gov.au in the Scopia Desktop Server text box. Leave the 'login credentials' blank.
Step 4 – Login to Scopia
- Enter your meeting ID and tap 'connect'. The first time you access Scopia, your device will prompt you for access to your camera and microphone; you will need to tap 'OK' for the application to work correctly.
Step 5 – Disconnect at the end of your appointment
- To end your appointment, tap the 'disconnect' button on your device and you will be prompted to disconnect. Tap 'yes' and you will disconnect from your appointment.
- For your next appointment, you can find the Scopia app on your device screen. Touch to launch Scopia Mobile, enter the meeting ID and press 'connect' to enter your appointment.
Solving technical issues
The application does not open
Try restarting your device, or uninstalling and reinstalling the application.
I cannot dial into my appointment
You may not be able to connect to your appointment if your health professional has been delayed. If this is the case you will likely see one of the following messages when attempting to dial into the appointment.
Call your providing service directly to get an update on the status of your appointment and when you should dial in.
My health professional can’t hear me
Your microphone could be muted or your volume might be too low. If there is a cross through the microphone symbol, click or tap it to unmute.
Windows computers and laptops:
Apple devices – iPhone, iPad and Mac computers/laptops:
Android:
I cannot hear my health professional
Ensure that the volume of your device speaker is turned up. The volume button is located on the bottom right hand corner of your tool bar if you are on a computer, or on the side of your tablet device or phone.
Frequently asked questions
What is Scopia?
Scopia Desktop is a videoconferencing (VC) applica!on used in WA Health. It can be installed on a personal computer, laptop, and/or a mobile device.
What can I expect from an appointment?
A telehealth appointment is just like any other medical appointment – the only difference is you will be seeing your specialist on a screen at the local health centre or from home.
How long will an appointment take?
This depends what you need to talk about with your specialist. It might be longer if it’s your first appointment. The same with all medical appointments, there are !mes when your appointment might be delayed and you have to wait. The Telehealth Coordinator will aim to keep you informed
How private is a telehealth appointment?
Your specialist will be in a private room and measures are in place to ensure the videoconference is secure. If you wish you can have a family member or friend join you for your consultation. Please ensure you find a quiet and private place to have your consultation at home.
Video Call
Video Call is a web-based telehealth solution. It can be used on a personal computer, laptop, tablet or mobile phone. No additional software needs to be installed
Video Call can only be used with Google Chrome, Microsoft Edge, Firefox or Apple Safari browsers. It does not work with Internet Explorer.
Your specialist clinic will have provided you with a web link (URL) for your appointment at home. If you have not received this information and your appointment has been confirmed, please phone the site who will be delivering your appointment for assistance.
Start your Video Call appointment and participating sites
At the time of your booked appointment please select your hospital or health service to connect (refer to your appointment letter). You may then be asked to select your clinic specialty.
Regional patients: If you are having a Video Call consultation delivered by a Metropolitan site, please select the hospital this appointment is occurring from.
If you are having a Video Call consultation delivered by a WA Country Heath service (WACHS) site, please refer to the information and the URL that you have been provided in your appointment advice (letter, email, SMS).
If you have not received this information and your appointment has been confirmed, please phone the site who will be hosting your appointment for assistance.
Precall test
Prior to your booked appointment please complete a precall test using the device you plan to use for your appointment. This will allow you to test your camera, microphone, speakers and internet connection and determine if they are suitable for online video consultations.
Important: Video Call is only compatible with Google Chrome, Apple Safari or Mozilla Firefox browsers so please complete your precall test using one of these browsers.
There are two ways you can conduct a precall test.
Option 1
Click the Test Call button below and follow the instructions.
Option 2
Select the hospital or health service that will be delivering your appointment from the above section (Start your Video Call appointment and participating sites), select Run a Test Call and follow the instructions.
Click the Start test button
The test will run. Please click Allow to proceed.
Review the test results
What to do if something isn’t working?
- Follow the advice given to correct the issues.
- If the issues remain go to http://vcc.healthdirect.org.au/troubleshooting for assistance or view the troubleshooting guide (external site).
- If you continue to have issues, please contact the support number provided on your appointment advice (letter, email, text message) or the Statewide Telehealth Service Desk on 1300 367 166.
Other preparations for your telehealth appointment
- Choose a quiet, well lit room in your house to hold your appointment.
- Ensure that you are in a well-lit area so your health professional can see you. Do not sit directly in front of open windows or other bright light sources.
- For appointments using Scopia, 5 minutes before your appointment, open the telehealth application on your device, type in the meeting ID you have been given and select 'connect'.
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For appointments using Video Call, select your hospital to connect (refer to your appointment letter), then select your clinic speciality. If you do not know your clinic specialty select the 'I don’t know' option at the bottom of the list.
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You may have to wait for your health professional to join you. Whilst waiting you will either see a blank screen within the application, or see yourself until your health professional dials in. As with any medical appointment, sometimes there will be delays. Call the service providing your appointment if you have been waiting for a long time or if you have any concerns about the appointment.
- When you have finished your consultation, close the telehealth application or end the call.
Last reviewed: 22-07-2020
Acknowledgements
WA Country Health Service (WACHS)
Department of Regional Development
This publication is provided for education and information purposes only. It is not a substitute for professional medical care. Information about a therapy, service, product or treatment does not imply endorsement and is not intended to replace advice from your healthcare professional. Readers should note that over time currency and completeness of the information may change. All users should seek advice from a qualified healthcare professional for a diagnosis and answers to their medical questions.