Getting help with your Telehealth Video Call

Assistance if you experience difficulties with a Telehealth Video Call.

Need help?

Who to contact

ForContact or link


  • The basics on how to use Healthdirect Video Call
  • Essential troubleshooting
  • Audio, quick fixes


Self-help Forgot your password?
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Desk coordinator

  • Checking patient status (eg are they online)
  • Borrowing a laptop for a video call if no desktop computers are available.

Peter Mac Telehealth Administration Officer

IT help desk

  • Request logon 
  • Technical problems, eg: Cannot fix the problem through essential troubleshooting
  • Technical problems, eg: Camera or microphone is blocked
  • Issues with video call platform
  • Browsers eg: Chrome

  • Computer problems, for example: Computer crashes or freezes, too slow, lose icons across bottom, etc
  • Request a webcam

Request a logon:

email [email protected] or otherwise phone (03) 8559 7578. 

via the ICT email or phone number or log a SNOW request

Patient Navigators
  • Requesting, cancelling, scheduling or rescheduling telehealth
  • Getting equipment 
  • Generic logon details if you don't have your own (yet)
  • Help with essential troubleshooting as above
  • Checking patient status (eg are they online)

  • To connect using a different technology platform
  • A few health services only use 'standards-based' hardware, also sometimes called 'traditional video-conferencing systems'. Video Call cannot connect with these.
  • The health service will give you a 'dial-in' address that looks like a phone number or includes an '@' or '#'.
  • Using Peter Mac equipment and room VC set-up, for example:
    - Meeting room projectors
    - Log in to conference phones
Telehealth program 
  • Help or information on setting up or planning for telehealth in your service or department
  • Data on telehealth delivery in your service or department
  • Data on your potential telehealth - for example rural, regional or interstate patients seen in your service, etc
Telehealth go-to people

Whether you are an administrator, nurse, doctor or allied health clinician, you have many colleagues throughout Peter Mac that use telehealth.  Ask around, or contact us.

The Telehealth Victoria Community of Practice is a network of telehealth providers through Victoria - sign up to emailing list to stay informed.