When you call Triple Zero (000), an emergency ambulance may not be the best option for you. If it is safe and appropriate, the Triple Zero (000) call taker may arrange for an Ambulance Victoria nurse or paramedic to call you back for a more detailed assessment. If this happens, keep your phone nearby and your line available so we can reach you.
Our experienced paramedics and nurses can assess your condition over the phone or by a video call, provide health advice and help you find the care that best meets your needs.
This can help you get the right care sooner. If an ambulance is needed at any stage, one will be arranged.
What is telehealth?
Telehealth allows our experienced paramedics and nurses to assess your condition over the phone or by video call.
A video call gives our paramedics and nurses a clearer picture of your condition, helping us assess your needs and connect you with the right care, sooner.
Each day, our team helps hundreds of people get the care that best meets their needs, without always needing an emergency ambulance.
Our clinicians can:
- Provide health advice and support.
- Recommend self-care options.
- Connect you with a GP, pharmacist or other healthcare service.
- Arrange follow-up support if needed.
- Organise an ambulance if required.
Getting care through telehealth
1. Call Triple Zero (000)
When you call Triple Zero (000) for an ambulance, you will be asked about your medical condition.
2. Further assessment
The Triple Zero (000) call taker may arrange for an Ambulance Victoria nurse or paramedic to call you back for a more detailed assessment. If this happens, keep your phone nearby and your line available so we can reach you.
3. Speak with our experienced paramedics and nurses
An experienced paramedic or nurse will assess your symptoms and healthcare needs over the phone or by video call.
4. Get the right care
Based on your assessment, you may:
- Receive self-care advice.
- Be referred to a GP or pharmacist.
- Be connected to the Virtual Emergency Department (VED).
- Be directed to an Urgent Care Clinic.
- Be referred to another healthcare service.
- Have non-emergency transport arranged.
- Be told to attend hospital.
- Have an ambulance sent if you need one.
Non-emergency services
For non-emergency care and advice, Victorians can access a range of alternate healthcre options, including:
Virtual Emergency Department
VED provides video consultations with emergency clinicians.
Urgent Care Clinics
Expert urgent care 7 days a week, open early to late.
Nurse-On-Call
A dedicated nurse is ready to help you, day or night.
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