Telehealth terms

These terms apply where this dental practice (the Practice, we, us, our), operated by Averra Dental Pty Ltd, offers a consultation by video call or telephone (a telehealth consultation). They supplement our Patient Terms and Conditions, which continue to apply.

1. What telehealth can and cannot do

A telehealth consultation lets a registered dental practitioner talk with you, look at your mouth through your camera or at photographs you send, discuss symptoms, give advice, explain treatment options and costs, review progress after treatment, and decide whether you need to attend in person. It cannot replace a clinical examination. The practitioner cannot take radiographs, probe teeth or gums, test vitality, or provide any treatment remotely, and the view through a camera is limited. A diagnosis given by telehealth is provisional and will be confirmed at an in-person examination before any treatment is provided. If, during a telehealth consultation, the practitioner considers that you need to be examined in person, they will tell you and help you arrange it.

2. Emergencies

Telehealth is not suitable for emergencies. If you have severe facial swelling, difficulty breathing or swallowing, uncontrolled bleeding, a knocked-out adult tooth, or a serious facial injury, call 000 or go to the nearest hospital emergency department. For a dental emergency during practice hours, phone the Practice directly.

3. Booking, identity and location

Telehealth consultations are booked the same way as in-person appointments and are subject to our Appointment, Cancellation and Missed Appointment Policy. At the start of each consultation the practitioner will confirm your full name, date of birth and current location, and the name of anyone else present. Our practitioners are registered to practise in Australia; telehealth consultations are available only to patients located in Australia at the time of the consultation.

4. Consent

By joining a telehealth consultation you consent to a consultation by that means, having read these terms. You can ask to stop at any time, and the practitioner may end the consultation and convert it to an in-person appointment if the technology is not adequate or it becomes clear that telehealth is not suitable. If you would like a support person present, you are welcome to have one.

5. Technology and privacy

We use video platforms that encrypt the call in transit. Consultations are not recorded by us; any photographs or video you send become part of your dental record and are handled under our Privacy Policy. Please join from a private place where you will not be overheard, use a secure internet connection rather than public Wi-Fi where possible, and do not share the meeting link. If the call drops out, the practitioner will phone you on the number we hold; please make sure it is current. We are not responsible for the security of your own device or network, or for interruptions caused by your internet connection.

6. Photographs you send

If we ask you to send photographs, send them only through the secure link we provide or to privacy@averradental.com.au, and only of your own mouth or that of a child in your care. Photographs are used solely for your care unless you give separate written consent to another use.

7. Fees and rebates

The fee for a telehealth consultation is stated when you book and is payable at the time of booking or at the end of the consultation. Most private health funds do not pay rebates for dental telehealth consultations, and Medicare does not cover them except where a specific item applies and we tell you so. Whether the telehealth fee is credited against a later in-person examination is stated when you book.

8. Prescriptions and certificates

A practitioner may issue a prescription, referral or medical certificate following a telehealth consultation only where it is clinically appropriate, within the practitioner's scope of practice, and consistent with Dental Board of Australia and state and territory requirements. Antibiotics and pain relief will not be prescribed without an adequate assessment, and controlled drugs will not be prescribed by telehealth. Prescriptions are sent as electronic prescriptions to your phone or email unless you ask otherwise.

9. Records

The practitioner records the consultation in your dental record in the same way as an in-person visit, including that it was conducted by telehealth, who was present, the advice given and any follow-up arranged.

10. Contact

Questions about telehealth: privacy@averradental.com.au, or speak to our reception team.