Below are a number of identified frequently asked questions that you may find helpful when navigating Albury Wodonga Health’s Telehealth service.

Frequently Asked Questions 

Will I be billed for a Telehealth appointment?

Eligible Telehealth consultations will be bulk-billed to Medicare. There will be no cost to you.

Is Telehealth just as good as seeing my health professional in person?

Seeing your Albury Wodonga Health professional by Telehealth can be just as effective as a face-to-face appointment. Albury Wodonga Health will maintain a high standard of care regardless of whether you have a consultation in person or via telehealth.

Your health professional will decide, based on your specific needs, condition, and treatment plan, whether a Telehealth appointment will meet this standard and is suitable for you.

Are Telehealth consultations safe, private and confidential?

All Telehealth consultations are private, confidential and adhere to the same clinical standards as face-to-face consultations at Albury Wodonga Health.

What happens if the Telehealth consultation is interrupted or internet connection is lost?

The consultation will be continued by Telephone or another appointment time will be booked.

Can an interpreter support me in my Telehealth appointment?

Yes. Please ask Albury Wodonga Health for an interpreter when you are requesting a Telehealth appointment. We will organise for an interpreter to support you in your Telehealth consultation.

What if I need to change my appointment?

If your appointment needs to be rescheduled, we will organise a new date and time. If your situation changes and you would like to attend your next appointment in person, we will organise a face-to-face appointment at Albury Wodonga Health. Please contact us using the details on your Albury Wodonga Health appointment letter to make these changes.

Can a family member or carer join me in my Telehealth appointment?

Yes, your family or carer can sit in the room with you during your appointment

Can a family member or carer join me in my Telehealth appointment?

They can also join your video consultation from another location.

To do this:

  • They will need to start a video call at the same date and time as your appointment and enter the same clinic waiting area.
  • Please advise your clinician that your family or carer is waiting to join your appointment, and they have your permission to attend the Telehealth consultation with you.
  • Your clinician will add them into your private video call so you can all see and speak with one another at the same time.

What if I'm running late?

If you are running late, we cannot guarantee that a clinician health professional will be available at a different time. Please ensure that you start a Telehealth call at least 10 minutes before your appointment. This will let you troubleshoot any issues that might delay your call.

What if my specialist is running late?

Sometimes, just like a face-to-face appointment, Telehealth appointments can run behind schedule. We appreciate your patience. If your appointment is 30 minutes late, please call the number provided on your appointment letter.


If you have further queries or concerns, please raise these with your Albury Wodonga Health (AWH) health professional at your next appointment.