4.3.6 Telehealth

Telehealth attendance means an audio-visual or audio only conference between a service provider and a worker. Where possible, audio-visual connection is always preferred.

Agents can pay for telehealth services where all of the following criteria are met:

1. The service provided:

   • is for a work-related An injury/disease is work related if it arose out of or in the course of employment and the scope of employment. injury or illness, where the workers’ compensation claim has been accepted, or a mental injury/illness sustained by a worker who is entitled to provisional payments

   • is a replacement for a billable face to face service

   • is in line with the principles of the Clinical Framework

   • is provided in a professional setting

   • is culturally safe

   • meets all other requirements outlined in the relevant policy(e.g. for psychology services, a medical practitioner has provided a referral for initial treatment)

   • is clinically appropriate and a physical or neurological examination is not required (WorkSafe does not consider telehealth an appropriate mode for treatment where physical or neurological examination are required)

   • has risk The probability of the worker not returning to work is known as the risk or risk factor. For example: if a worker is likely to return to work, the claim is categorised as low risk. mitigation strategies in place where there is a potential risk to the mental or physical health of the worker (e.g. the provider has ascertained the worker’s location/address and who is also at that location at the commencement of the consultation)

2. The provider:

   • is a medical practitioner, physiotherapist Registered physiotherapist means a person registered under the Health Practitioner Regulation National Law to practise in the physiotherapy profession (other than as a student)., occupational therapist, osteopath, chiropractor, exercise physiologist, psychologist Registered psychologist means a person registered under the Health Practitioner Regulation National Law to practise in the psychology profession (other than as a student). or accredited mental health social worker social worker means a person accredited with the Australian Association of Social Work and registered with WorkSafe to provide social work services (other than as a student), social worker, nurse, podiatrist Registered podiatrist means a person who is registered under the Health Practitioner Regulation National Law to practise in the podiatry profession (other than as a student)., dietician or speech pathologist

   • is currently registered/ approved with WorkSafe for provision of the service

   • considers telehealth to be clinically appropriate for a specific appointment with a worker, and ensures the worker is confident using the technology platform

   • understands and complies with any guidelines issued by their relevant peak body in relation to provision of services via telehealth

   • has an established relationship with the worker, where the service is for treatment Note: An established relationship means the health care practitioner has provided at least one face to face service to the worker in the last 12 months preceding the telehealth attendance, or where the worker has had at least one face to face consultation at that practice in the 12 months preceding the telehealth attendance.

3. The worker:

   • is in a suitable location for a safe and effective appointment

   • understands the telehealth process and it is their preference for the appointment to be conducted that way rather than face to face

   • is not overseas

   • is not seeking a Certificate of Capacity Ongoing certificate is issued for up to 28 days and can be issued by a: medical practitioner, osteopath, physiotherapist, chiropractor. (unless the Agent has provided prior approval to do so via telehealth)

   • is able to confidently access and use the IT platform, to ensure a quality interaction

4. The technology platform being used by the provider:

   • provides adequate audio and video quality for the service being provided

   • meets applicable laws and standards to ensure security and privacy

Also see:

Telehealth policy

Telehealth fee schedule

Medical service reimbursement rate fee schedule

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