NISSI HEALTHCARE  Telehealth

When can a service be provided by Telehealth? A service may only be provided by Telehealth where it is safe and clinically appropriate to do so. The new temporary MBS telehealth items are for out-of-hospital patients.​

Am I eligible for 291 [telehealth item 92345]? To be eligible, the individual must not have used up the service/Medicare benefit in the preceding 12 months. Discussing your options with the local doctor is helpful.

Do I require a referral to access the service? Yes. This will also help you access the Medicare rebate, subject to eligibility.​

What is triage, and why? It is important that you are getting the right service at the right time. Sometimes an individual’s care needs or situation might not be met by Telehealth. They might be better served face-to-face with another healthcare provider or need hospitalisation in such circumstances.

What does the triage process entail, and how long? After receiving your referral, we will contact you to get basic information to assist you and provide you with an initial triage form. We try to complete the triage process as expeditiously as possible. The process also depends on how long it takes you to complete and return the initial triage/registration form and on when the referrer/relevant other provides any additional information, if necessary.

What happens after triaging? You and your referrer will receive feedback as to the approval status of the referral.

​Is an appointment required? Yes. A convenient time will be arranged with you when the referral is approved after the triage process.​

Do you require my consent? If proceeding with an appointment, your consent is required to proceed with the booking, the appointment process, and the subsequent assessment. You can withdraw your consent at any time and not access the service. The consent segment will be included in the online triage/registration form provided in your Welcome and Practice Info email. Once you have read through the information, including privacy, terms and agreements, you can proceed and complete the online Intake/registration form. If preferred, you may request a paper-based copy, which is mailed to the address provided and is subject to standard postal delivery times. 

Why do I need to complete an intake/registration form? Completing these helps with getting your relevant details into our systems to assist you and facilitate telehealth engagement. There is a subsequent non-mandatory clinical and social history form that will be sent to assist in maximising your time during the assessment if completed before the appointment.​

Do you have a dedicated ADHD Assessment and Treatment Service? We currently do not have the capacity and recommend referrals. Several services currently offer this, and the RANZCP's ‘find-a-psychiatrist’ tool can be helpful, along with your GP assisting with referrals.

What if I do not like Telehealth? That is okay. You are within your rights to not want this and to have other preferences. Your GP can help you determine the best service for you. The Find a Psychiatrist tool on the RANZCP’s website can help you locate your preferred provider. There might also be instances where an individual initially wanted Telehealth but changed their mind during or after trying it out. They are also within their rights, and we can discuss their options.​

What if I cannot work out how to use Telehealth? You are not alone. Although Telehealth has been around for some years, it has only been used more extensively in recent years. Many of us are trying to know how to use it even better. Family and friends can help set up your camera and audio on your desktop computer/laptop/smartphone. It is also helpful to follow the guidance/pre-call test in your invite, which makes it a lot easier to get familiar and suggest a more compatible browser for our platform, e.g., Google Chrome. 

What if I do not have a desktop computer/laptop/smartphone? Telehealth requires one of these to access services through that medium. It might be helpful to talk to your GP about your options. If comfortable and available, family and friends might be of assistance as well.​

What if I prefer or require a face-to-face assessment or service? We currently have capacity exclusively for Telehealth. This is not a face-to-face service. Individuals who prefer or require face-to-face services might want to discuss this with their GP so they can be connected to the appropriate health practitioner/services with the capacity. Alternatively, the “find a psychiatrist” tool on the RANZCP website can be very helpful. It also has heaps of other resources that might come in handy. Sometimes, a Local Mental Health Service or hospitalisation might better meet the care needs.​

Do you have afterhours sessions to fit around my schedule? Assessments are conducted during business hours, with afterhours sessions available on weekdays and Saturdays.

​What if I cannot reach you on the phone immediately? We receive several phone calls daily. Feel free to leave us a voice message or email us. Your call or email is important to us.

​Is this a fee-paying service? Yes. It is a fee-for-service model. Your welcome and practice information will have a list of fees and rebates for a few common item numbers. For WorkCover, TAC, etc., you must clarify your funding status and approval with them. Feel free to call to discuss further.

Do you offer emergency or urgent service? For emergency/urgent presentation, please dial 000 or contact the local CAT team and Hospital 24-hour local Mental Health Triage numbers. It is helpful always to have these numbers handy.