Frequently Asked Questions

When should I call the Virtual Emergency Department?

Please call the VVED only if you have a non-life-threatening health emergency.

Can I talk to a doctor or nurse via phone?

No, we only do video consultations, as it improves the ability to assess your condition. 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 to be triaged virtually.

What is considered a non life-threatening emergency?

Mild Respiratory Illness

Asthma

COPD

Mild breathing problem: Bronchiolitis/Croup

Influenza

COVID-19

Pain

Abdominal

Limb

Back

Headache

Abdominal

Nausea and/or vomiting

Diarrhoea

Constipation

Urinary Tract Infections

Cardiovascular

Palpitations

Hypertension

Neurological

Mild head injury

Seizure

Dizziness or fainting

Non-Critical Injury

Non-complex fracture

Lacerations and skin tears

Minor burns

Soft tissue

Infection

Fever

Skin or wound

Urinary

Respiratory

Chronic Conditions

Diabetes

Back pain

Cancer

Dementia

Women’s Health & Obstetric

Early pregnancy bleed

Menstrual issues

Early Mastitis

Skin, Mild Allergies & Insect Bites

Rash

Oedema

Insect sting

Spider bite

Ear, Nose, Throat & Eye

Foreign body ear nose or eye

Epistaxis

Suspected tonsillitis

General

Falls or mobility concerns

Wound dressings

Abnormal pathology results

How long will I need to wait online before I see a doctor or a nurse?

Wait times will fluctuate based on how many callers are online. However, on average, it is expected that you will be seen by an emergency doctor or nurse within 30 minutes.

Do I have to pay for this service?

There is no charge for this service.

How do I access the service?

Please use one of the four buttons on the home page, depending on the category that best describes you. Once you complete the registration process, you will be linked directly to a virtual emergency department waiting room until it is your turn to be seen by a clinician.

How do I access the interpreting service?

As part of the registration process, you will be asked for your preferred language. During the registration process, you can request an interpreter to be present and an appropriate one 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. Should your consultation result in the need for a GP follow-up referral, this will be provided 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, 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 of our clinicians are trained emergency physicians with appropriate experience to deal with your concerns.

I live outside of Victoria. Who should I call?

The Victorian Virtual Emergency Department is only available to residents of Victoria. We recommend that you contact your local health service for appropriate advice.