Skip to content
English - Australia
  • There are no suggestions because the search field is empty.

Patient and community information: letter and FAQs

Plain-language templates to explain virtual care to patients and community.

What this is: ready-to-adapt templates that explain virtual care to patients and community in plain language.

Who it's for: clinic and nurse managers, Aboriginal Health Workers and Practitioners, and anyone writing to patients or community.

Write for everyone

Your patients have a wide range of reading levels, and some speak English as a second or third language. Write simply, use short sentences, and avoid jargon. The local team can read the information aloud, talk it through, or have it translated. A good rule: if a busy person could understand it in one read, it is clear enough.

A letter template

Adapt this and replace the text in [square brackets].

Virtual care at [service name]

Dear [patient or community member],

We now offer virtual care at [service name]. This lets you see a doctor or specialist by video, without travelling a long way.

Here is how it works. You come to [service name] as usual. A staff member you know stays with you. A doctor or specialist joins by video. The staff member helps with the examination, using special equipment so the doctor can see and hear what they need to.

You can still choose to see someone in person. Virtual care is your choice, and you can change your mind at any time.

If you would like an interpreter, tell us and we will arrange one.

If you have questions, please talk to [contact name] on [phone number].

[Service name]

FAQs you can adapt

What is virtual care? A doctor or health professional joins your appointment by video. A staff member stays with you and helps.

Do I still come to the clinic? Yes. You come to [service name] as usual. The doctor joins by video.

Is it private? Yes. The consult happens in a private room, and your information is protected the same way as any visit.

What if I would rather see someone in person? That is your choice. Tell us and we will arrange a face-to-face appointment.

Can my family be with me? Yes, if you want them there.

What if I do not speak English well? Tell us and we will arrange an interpreter.

What does it cost? [Add your local information here.]

Make it yours

Add your service's logo, contact details and any local information. Where you can, offer the letter and FAQs in the main languages your community speaks, and have the local team available to talk people through it.

Need help?

Visionflex acknowledges the Traditional Custodians of Country throughout Australia and pays respect to Elders past, present and emerging.