Frequently Asked Questions (FAQs)
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When should I use the Virtual Emergency Department?
Please use the Virtual Emergency Department only if you have an urgent health condition that is not life-threatening.
What kind of medical help can I get?
We can usually help you online by:
- giving you self-care advice
- arranging for tests and prescriptions near to your home.
We can also:
- arrange for a follow-up with a GP/doctor
- arrange for you to go to an Emergency Department.
Do I have to use video, or can I just talk to a doctor or nurse on the phone?
We only do video consultations as it improves the ability to assess your condition. We cannot offer voice-only phone calls. You will need to use a device with a camera (mobile phone, PC, laptop or tablet). The camera must be turned on, and the patient must be awake during the video call.
I live outside of Victoria. Who should I call?
The Virtual Emergency Department is only available to people currently in Victoria who would otherwise go to a physical Victorian Emergency Department or health service. If you live in a town that borders Victoria and would enter the state to access care, you can contact our service. You can also use this service if you are visiting Victoria.
What is considered a non-life-threatening emergency?
Examples of urgent health conditions we treat that are not life-threatening:
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How long will I need to wait online before I see a doctor or a nurse?
Wait times change depending on how busy we are. However, an emergency doctor or nurse will usually see you within 30 minutes.
Do I have to pay for this service?
No, the Virtual Emergency Department is a free service.
How do I access this service?
To access the Virtual Emergency Department, visit the website homepage and choose the category that best suits you. Once you have completed the log in or registration process, you will be linked directly to a virtual waiting room until it is your turn to be seen by our team.
How do I access the interpreting service?
During the registration process you can request an interpreter. An interpreter will be assigned to you for the duration of your consultation. Interpreting services are provided free of charge.
Do I need a referral?
You do not need a GP referral to use this service. If you need a follow up with a GP after your video consultation, we will send a referral to your email.
When should I call an ambulance?
Please call an ambulance for life-threatening conditions. Examples include shortness of breath, severe chest pain and weakness down one side of the body. If you think you have a life-threatening condition, please contact Triple Zero (000) urgently.
Will I be speaking to a trained doctor?
All staff working for the Virtual Emergency Department are fully qualified to deliver emergency care.
We have a team including emergency doctors, paediatric emergency doctors, paediatricians, general practitioners, medical registrars, nurses and nurse practitioners ready to help.
Can I get an urgent prescription with an existing ADHD diagnosis?
We can support patients with an existing ADHD diagnosis to access urgent prescriptions.
This service is currently available for children under 18 years of age who:
- have an existing ADHD diagnosis
- urgently need a repeat prescription to allow them to access medication
- cannot access the medication through their regular treating doctor.
How does it work?
Children and families consult a specialist doctor via video call. The doctor will verify the current medication and dosage. They will send a prescription to your local chemist or to your preferred electronic device, for example via SMS to your phone. Ongoing ADHD care remains the responsibility of the patient’s regular treating doctor.
We act as a safety net in urgent situations. We can provide a one-off, short term refill of your prescription so that your treatment isn’t interrupted.
Additional information
Attention deficit hyperactivity disorder (ADHD) – adults
Reviewed 13 July 2026