Caring for your practice and patients.

Continue to care for your patients through phone and video consults with telehealth. Allow your patients to book-bulk billed or private telehealth appointments online.

Find out more

Keep your books full and practice operating as normal.

With the risks associated with Coronavirus (COVID-19), our telehealth solutions will allow you to:

  • Keep your practice operating and books full 
  • Protect you and your practitioners by reducing face to face consults
  • Ensure your patients get the continuity of care they deserve

Interested in our Telehealth solution, but not a HealthEngine customer? Our Practice Consultants are on hand to answer any questions you may have.

Telehealth for practices

New Features

We understand how important it is to offer a great experience for your patients and providers, so we’ve launched a range of new features, making the telehealth experience a whole lot better.

Secure Video

(Now Availble!)

Secure HD video hosted within Australia. Easy setup, seamless integration with your practice management software.

Waiting Room

(Now Availble!)

A virtual wait room for your patients. When the practitioner is ready, simply click and the appointment will start.

Communicate

(Now Availble!)

 When you activate telehealth we will let your HealthEngine patients know via an email and app notification.

MBS Claiming

(Coming Soon – April)

We will give you the ability to submit claims for MBS item codes within Practice Admin, reducing the admin time for your front desk.

MBS and Paid Telehealth Options for Practices

MBS Telehealth for GP Practices is available as part of our Patient360 subscription which comes in two tiers:  Essentials and Plus.

Essentials Subscription for GP Practices

$0 Per practice / month

+Usage fee 5% or $2 per MBS telehealth appt

All in one digital essentials your general practice needs to improve your efficiency and patient experience for free.

  • Online Booking System
  • Telehealth – Secure Video
  • Communicate
  • Scripts
  • Reminders
  • Feedback
  • Waiting room

+ Paid Telehealth Add-on
Paid Telehealth is available as an add-on. Additional fee required.

Free

  • SMS

If you are currently on our Patient360 Essentials and are looking to upgrade to Patient360 Plus, you can change tiers within Practice Admin. 

Plus Subscription for GP Practices

From $29 Per practice / month

+Usage fee $0.58 per MBS telehealth appt

All in one patient engagement solution, complete with the features & customisation your general practice needs to manage/retain patients.

  • Online Booking System
  • Telehealth – Secure Video
  • Communicate
  • Scripts
  • Reminders
  • Feedback
  • Waiting room

Plus

  • Reminders Plus
  • Recalls

+ Paid Telehealth Add-on
Paid Telehealth is available as an add-on. Additional fee required.

Free

  • SMS

If you are not already a HealthEngine customer, and are interested in finding out more about our Telehealth solution, click here.

MBS Telehealth for Allied & Specialist

From $19 Per Practitioner / Month

*OBS Subscription Required

MBS and Paid Telehealth is now available for allied and specialist practices.

MBS Telehealth

  • OBS Subscription Required
  • Usage Fee – 5% + GST per MBS telehealth appointment

Paid Telehealth

$5 Per practice / month

+Usage fee 5% per paid telehealth appt

A low-cost solution for your privately billed telehealth appointments, enabling you to collect prepayment at the time of booking. Available for GP, Allied and Specialist.

  • Patient prepayment
  • Secure payment platform

Setting up Telehealth

Self-serve activation is now available. It’s quick and easy and only takes 2 minutes.

  • Log into your Practice Admin portal here
  • Click bookings > Telehealth
  • Here you will find the full product information and terms and conditions
  • Select which of the four appointment types you would like to activate (Phone Call, FaceTime, Skype, WhatsApp)
  • Select if you want privately billed or bulk billed appointments
  • Click on the “Receive Payments via Stripe button” and you will be redirected to Stripe to set up your Stripe Connected Account
  • Consent to the telehealth terms and conditions

Latest telehealth articles

Why do I need telehealth?

Help your practice stay connected, reduce practice risk & ensure patients receive continuity of care they deserve.

Read More

FAQ: Telehealth

For more information about Telehealth on HealthEngine, visit our frequently asked telehealth questions.

Visit Help Centre

How Telehealth Works

Teleheath explained – 5 simple steps on how telehealth works for your practice and patients.

Read more

Frequently Asked Telehealth Questions

Visit HealthEngine Help Centre for full Telehealth FAQ’s.

What are the new telehealth options?

We are now offering two new telehealth solutions:

  1. An MBS Telehealth solution which allows eligible patients to book a bulk billed telehealth appointment
  2. A Paid Telehealth for Practices solution which gives you the ability to offer a private billed telehealth appointment with the patient pre-paying at the time of booking

What are the new telehealth features?

  • Secure Video (Available now):
    – Secure video hosted within Australia.
    – Easy set up, no additional software for you or your patients to download.
    – Seamless integration with your practice management software.
    – Private, no need to share a mobile number of personal ID
  • Telehealth Waiting Room (Available now): A virtual wait room for your patient. When the practitioner is ready, simply click and the appointment will start.
  • Online MBS Claiming (Coming Soon): We will give you the ability to submit claims for MBS items codes within Prac Admin, reducing the admin time for your front desk.
  • Communicate (Available now): Email and app notifications for your patients;  important practice updates and preventative health reminders to drive continuity of care.

Can you tell us more about the MBS Telehealth for GP practices option?

MBS Telehealth for Practices is available as part of our Patient 360 product and it allows eligible patients to book a bulk billed telehealth appointment. We have updated our booking form adding in MBS criteria and collecting the patient’s Medicare number, making this available to you in Practice Admin.

Patient360 is the easiest, most cost-effective way to step up your patient experience game, increase efficiency and maximise returns. It’s a whole raft of essential patient engagement tools that make managing things like online bookings, telehealth, reminders and recalls simple.

How does pricing work for MBS Telehealth for GP Practices?

MBS Telehealth for Practices is available as part of our Patient360 product which comes in two tiers, Patient360 Essentials and Patient360 Plus.

  • Patient360 Essentials: If you’re on Patient360 Essentials, which does not include a monthly subscription fee, a usage fee of 5% of the value of the telehealth appointment (or $2, whichever is greater) +GST applies per MBS Telehealth appointment.*
  • Patient360 Plus: If you’re on Patient360 Plus your existing monthly subscription cost applies but you will only pay a usage fee of $0.58  + GST per MBS telehealth appointment.*

*Usage fees will be capped at $100 per enabled practitioner by request and handled as a credit  until further notice. This is to help give you peace of mind so you don’t receive bill shock. Even if you were a 100% telehealth practice with full books, the max you will pay is $100 per practitioner.

How does pricing work for MBS Allied & Specialist Telehealth?

MBS Telehealth for Allied & Specialist is now available from $19 per practitioner per month. Please note, an OBS subscription is required.

  • A usage fee of 5% of the value of the telehealth appointment (or $2, whichever is greater) +GST applies per MBS Telehealth appointment.

Why are you charging a usage fee?

The more appointments made through telehealth the higher our operational costs are as a business due to the video functionality. To facilitate more appointments, we incur an increase in server and software costs as the product is used by more patients.

Do New Patient Fees apply to MBS telehealth appointments?

We have waived the new patient fee until September 30 on all MBS telehealth appointments. We understand that MBS telehealth appointments are a low margin. The government has the MBS item codes for review on September 30, so we will review the voluntary waiving of new patient fees at this time.

Why are there different usage fee charges for Patient360 Essentials and Patient360 Plus?

Patient360 Essentials is for practices expected to have low volumes of telehealth appointments. It might be more economical to be charged based on usage and save on the monthly subscription fee.

Patient360 Plus is for practices expecting a moderate to high number of telehealth appointments. Much like a mobile phone plan, you are happy to pay a monthly fee and receive a discounted usage fee.

What are the monthly subscription costs for Patient360 Plus?

Practices are charged a fixed monthly fee based on whether they are a small, medium or large practice. Pricing starts from $29 per month for a small practice with 1 – 2 practitioners; $69 for a medium practice with 3 – 5 practitioners; and $109 for a large practice with 6 more practitioners. All plans are month-to-month, with no lock-in contracts or set up fees.

How does Paid Telehealth for Practices (privately billed telehealth appointments) work?

There may be instances whereby practices may still prefer to bill privately. Paid Telehealth for Practices is an added feature to your telehealth offer, enabling the patient to book, attend, and pay for the appointment completely online. This feature protects your practices from DNAs and guarantees payment at the time of booking.

Prepayment is processed through our secure payment platform, Stripe.

What are the costs for the Paid Telehealth For Practices (privately billed telehealth appointments)?

There is a fixed monthly fee to activate the Paid Telehealth for Practices product and a usage fee based on your usage of the product.

  • The fixed monthly subscription fee is $5 per month
  • The usage fee is 5% of the total cost of the privately billed telehealth appointment charged to the patient on behalf of the practice plus GST

The fixed monthly subscription fee is re-invested into covering our costs, such as secure payment systems, fraud protection, insurance, and support services. The usage fee helps with the costs of maintaining and developing the telehealth product. These include secure video that is hosted in Australia, server costs, practice management software integration and other operational costs. We charge a fee to help improve the product and keep it running smoothly.

Is telehealth available to all patients or only patients with coronavirus (COVID-19) symptoms?

Patients who are pre-screened for COVID-19 in the booking form and deemed at risk will be restricted to the new phone/video appointment type and won’t be able to book an in-person appointment.

Patients who are not at risk will have the option to book either a telehealth appointment or an in-person appointment.

How can we activate this telehealth solution?

Telehealth for practices

Self serve activation can be processed within Practice Admin

  • You can find the activation under Bookings -> Telehealth
  • Read the product information and terms and conditions
  • Click on the “Receive Payments via Stripe button” and you will be redirected to Stripe to set up your Stripe Connected Account.
  • Select which of the four appointment types you would like to activate (Phone Call, FaceTime, Skype, WhatsApp). You can select if you want them to be privately billed or bulk billed appointments.
  • If you want to privately bill your telehealth appointment types, select a price that will apply to all telehealth appointment types, this will then be uniform across all appointment types
  • Consent to the telehealth terms and conditions

What is Stripe?

Stripe is a secure payment platform that will allow us to facilitate Pre-payment of telehealth appointments on your behalf. In order to facilitate payment you will be required to create a Stripe Connected Account. Payment processing proceeds are payable by HealthEngine to your practice weekly in arrears.

How do telehealth bookings appear in Practice Admin?

Patient booking details can be found in Practice Admin by going to bookings > online bookings. You will be able to identify telehealth bookings by the blue mark in the table. Clicking into an individual record will show their answers to the COVID-19 triage questions, their Medicare number if bulk billed and a link to their invoice if privately billed as shown below.

How do telehealth bookings appear in my Practice Management System?

From Appointment Connector version 2.3.25.0 onwards, for certain Practice Management Systems we will change the way that a HealthEngine booked Telehealth appointment reflects in your PMS and add the appointment URL to the appointment notes or comments section. See below for screenshots from supported systems

Best Practice appointment book view

Best Practice appointment URL in the Notes section:

Pracsoft (Medical Director) appointment book view:

Pracsoft (Medical Director) appointment URL view:

Zedmed appointment book view:

Zedmed appointment URL view:

How does Secure Video work?

We recognise the importance of having a safe and secure telehealth video experience for your patients and practitioners. Our secure HD video product is easy to set up, doesn’t require additional software for you or your patients, and most importantly, it seamlessly integrates with your practice management software. Our video product is 100% private and does not require the sharing of mobile numbers or personal ID’s. To use Secure Video all you need is a PC/Mac with a webcam or a smartphone.

When a patient books they receive a confirmation email with a link to the video consultation and at the scheduled appointment time join our virtual waiting room. The appointment will show up in Practice admin and in your PMS and when you’re ready simply click start in Practice Admin and the consultation will begin. It’s that easy! See below for the booking experience from the patient and practitioners point of view

Telehealth solutions for practices


If you are not already a HealthEngine customer and interested in finding out more about our Telehealth solution or other HealthEngine products, service, and pricing, please register your interest here.

Our Practice Consultants are on hand to answer any questions you may have



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