Telehealth

TAC funding of telehealth services

Telehealth services enable providers to use video conferencing to deliver health services to a client and/or communicate health information about that client. Where TAC clients don’t have access to videoconferencing, telephone consultations may be used, except for medico-legal examinations.

TAC telehealth rates allow you to be paid at your equivalent TAC face-to-face rate when telehealth services are delivered to TAC clients.

Guidelines for the delivery of telehealth can be found below.

TAC telehealth rates are now available for the following professions.

Please click a link below to see the item codes and rates for each health profession:

The TAC is unable to pay for additional charges or fees associated with delivery of the examination via video conference, including (but not limited to):

third-party facility rental or usage
remote examination room or studio hire
technical support services
equipment or platform access fee
administrative handling fees, including set up arrangements.

Any such video conference related charges must not be invoiced to the TAC.

Telehealth is also available for the following under current TAC funding arrangements:

Case management
Outreach services
Network pain management

There will be no changes to the current approval processes for TAC services.

The TAC expects its providers to use telehealth when it is clinically appropriate to do so and relates to a client’s transport accident injuries. Telehealth services must be provided in line with the Provider guidelines for delivery of telehealth services, the TAC Clinical Framework, providers’ peak body associations and Federal/State policy.

Provider guidelines for delivery of telehealth services

Telehealth is designed to replace a regular face-to-face consultation session, and providers should charge appropriately. Short telephone conversations with patients, or other communication outside of a consultation, do not constitute a chargeable service.

Providers should only use telehealth when it is clinically appropriate to do so and relates to a client’s transport accident injuries. Normal standards of practice apply to telehealth as they would in face-to-face consultations. Providers are required to use the applicable telehealth item numbers when billing for services conducted via telehealth.

The telehealth services must:

achieve optimal clinical, functional and vocational outcomes for TAC clients
be provided in accordance with the Clinical Framework for the Delivery of Health Services
adhere to ethical principles and codes of conduct
meet TAC’s privacy policy and comply with all relevant and applicable State or Federal privacy legislation
adhere to relevant peak body telehealth guidelines
comply with Federal and State policy
be delivered to TAC clients in Australia (not overseas), even if the provider is delivering the service from Australia.

Practitioners must:

have competency in the clinical service being delivered and in the use of equipment required to provide telehealth services (the TAC will not pay for technology, phones, phone calls or internet services required by providers)
ensure that they are up to date with training and development provided by their respective peak bodies
ensure that the client has provided consent to participate in a telehealth service
exercise extra care and precaution when discussing telehealth with vulnerable clients. Particular care should be taken when discussing privacy, and the benefits and limitations of telehealth with vulnerable clients.

Factors to consider when assessing a TAC client for telehealth services include:

The ability of the client to access and successfully use the required technology (the TAC does not routinely pay for technology, e.g. phones, or devices), phone calls or internet services. The TAC will pay for equipment in line with our existing polices.
The client’s location is a safe and effective environment for the entirety of the appointment.
Providers have a plan in place to mitigate any potential risk to the client.
The platform being used provides adequate video quality for the service being provided.
A contingency plan in the event the technology fails and ensure the client knows what to do in such a situation.

The TAC will evaluate the appropriateness and effectiveness of telehealth service provision and collect feedback from clients about the safety and quality of services they receive.

Technology platforms

The preferred platform that can be utilised for the delivery of telehealth services is Microsoft Teams. Consultations by phone/audio platforms can be made if videoconferencing is not available, except for medico-legal examinations.

Telehealth is not considered to be an email, SMS, app or video ONLY and these cannot be billed as a telehealth consultation. However, these items can be used in conjunction with the delivery of a consultation.

The technology platform must provide adequate audio and video quality to ensure a complete and accurate consultation, including for examination reports.

Please refer to the Australian College of Rural and Remote Medicine’s (ACRRM) advice on risk management when using video conferencing software for clinical video consultation.

Invoicing

Most providers can use HICAPS Digital to check a client’s eligibility for TAC services and get next business day payments.

Providers can also submit invoices via email or post by following our invoicing guidelines.

Accessibility

For help on making videoconferencing more accessible for people with disability, access the Disability Advocacy Resource Unit website.

Additional requirements for medico-legal examinations

The TAC may consider the use of videoconferencing for medico-legal examinations, when it is reasonable and clinically appropriate. Videoconferencing is not considered appropriate where the client requires a detailed physical examination.

Audio only examinations conducted by phone are not accepted.

Videoconference examinations may be considered in the following circumstances:

psychiatric or neuropsychological examinations
where a physical examination is not required
where the client is required to travel from interstate or from regional or remote areas.

Joint medical examiners (JME) must also comply with telehealth requirements in the JME guidelines.


Telehealth TAC funding of telehealth services Telehealth services enable providers to use video conferencing to deliver health services to a client and/or communicate health information about that client. Where TAC clients don’t have access to videoconferencing, telephone consultations may be used, except for medico-legal examinations. TAC telehealth rates allow you to be paid at your equivalent TAC face-to-face rate when telehealth services are delivered to TAC clients. Guidelines for the delivery of telehealth can be found below. TAC telehealth rates are now available for the following professions. Please click a link below to see the item codes and rates for each health profession: Case Management Chiropractors Dietetics Exercise Physiologists General Practitioners Medical Specialists (including Psychiatrists) Nursing (Continence) Occupational Therapists Osteopaths Outreach Physiotherapists/Neurophysiotherapists Podiatrists Private Hospitals Prosthetists and Orthotists Psychologists/Neuropsychologists Social Workers Speech Pathologists Medico-legal examinations The TAC is unable to pay for additional charges or fees associated with delivery of the examination via video conference, including (but not limited to): third-party facility rental or usage remote examination room or studio hire technical support services equipment or platform access fee administrative handling fees, including set up arrangements. Any such video conference related charges must not be invoiced to the TAC. Telehealth is also available for the following under current TAC funding arrangements: Case management Outreach services Network pain management There will be no changes to the current approval processes for TAC services. The TAC expects its providers to use telehealth when it is clinically appropriate to do so and relates to a client’s transport accident injuries. Telehealth services must be provided in line with the Provider guidelines for delivery of telehealth services, the TAC Clinical Framework, providers’ peak body associations and Federal/State policy. Provider guidelines for delivery of telehealth services Telehealth is designed to replace a regular face-to-face consultation session, and providers should charge appropriately. Short telephone conversations with patients, or other communication outside of a consultation, do not constitute a chargeable service. Providers should only use telehealth when it is clinically appropriate to do so and relates to a client’s transport accident injuries. Normal standards of practice apply to telehealth as they would in face-to-face consultations. Providers are required to use the applicable telehealth item numbers when billing for services conducted via telehealth. The telehealth services must: achieve optimal clinical, functional and vocational outcomes for TAC clients be provided in accordance with the Clinical Framework for the Delivery of Health Services adhere to ethical principles and codes of conduct meet TAC’s privacy policy and comply with all relevant and applicable State or Federal privacy legislation adhere to relevant peak body telehealth guidelines comply with Federal and State policy be delivered to TAC clients in Australia (not overseas), even if the provider is delivering the service from Australia. Practitioners must: have competency in the clinical service being delivered and in the use of equipment required to provide telehealth services (the TAC will not pay for technology, phones, phone calls or internet services required by providers) ensure that they are up to date with training and development provided by their respective peak bodies ensure that the client has provided consent to participate in a telehealth service exercise extra care and precaution when discussing telehealth with vulnerable clients. Particular care should be taken when discussing privacy, and the benefits and limitations of telehealth with vulnerable clients. Factors to consider when assessing a TAC client for telehealth services include: The ability of the client to access and successfully use the required technology (the TAC does not routinely pay for technology, e.g. phones, or devices), phone calls or internet services. The TAC will pay for equipment in line with our existing polices. The client’s location is a safe and effective environment for the entirety of the appointment. Providers have a plan in place to mitigate any potential risk to the client. The platform being used provides adequate video quality for the service being provided. A contingency plan in the event the technology fails and ensure the client knows what to do in such a situation. The TAC will evaluate the appropriateness and effectiveness of telehealth service provision and collect feedback from clients about the safety and quality of services they receive. Technology platforms The preferred platform that can be utilised for the delivery of telehealth services is Microsoft Teams. Consultations by phone/audio platforms can be made if videoconferencing is not available, except for medico-legal examinations. Telehealth is not considered to be an email, SMS, app or video ONLY and these cannot be billed as a telehealth consultation. However, these items can be used in conjunction with the delivery of a consultation. The technology platform must provide adequate audio and video quality to ensure a complete and accurate consultation, including for examination reports. Please refer to the Australian College of Rural and Remote Medicine’s (ACRRM) advice on risk management when using video conferencing software for clinical video consultation. Invoicing Most providers can use HICAPS Digital to check a client’s eligibility for TAC services and get next business day payments. Providers can also submit invoices via email or post by following our invoicing guidelines. Accessibility For help on making videoconferencing more accessible for people with disability, access the Disability Advocacy Resource Unit website. Additional requirements for medico-legal examinations The TAC may consider the use of videoconferencing for medico-legal examinations, when it is reasonable and clinically appropriate. Videoconferencing is not considered appropriate where the client requires a detailed physical examination. Audio only examinations conducted by phone are not accepted. Videoconference examinations may be considered in the following circumstances: psychiatric or neuropsychological examinations where a physical examination is not required where the client is required to travel from interstate or from regional or remote areas. Joint medical examiners (JME) must also comply with telehealth requirements in the JME guidelines.