Advice to Telstra Health customers and stakeholders on our response to COVID-19

Telstra Health continues to support you and your organisation throughout the COVID-19 pandemic, by prioritising caring for our people and our customers, while ensuring continuity of services.

The pandemic has shown how important digital solutions are to the future of the health and aged care sector. We continue to support our customers to embrace digital health solutions to create an improved health and aged care experience for all.

Continuity of services

  • As an organisation, we prepare for potential significant external events and have policies and practices to respond during periods such as this. We have been updating these policies throughout the pandemic as situations have developed, for better or worse.
  • We know that as healthcare providers you are implementing similar policies. We will always take these into account in our interactions with you.
  • Many of our platforms are cloud-based, meaning we can continue to provide support without needing to physically be onsite to do so.
  • We have been flexible in how we offer training, videoconferencing and telephone consultations, with most activities now possible through virtual means.
  • Where an external meeting or site visit is essential, we abide by strict policies as to who attends and how this is organised with our customers. If a meeting with you or your organisation is required, we will discuss this with you.

Caring for our people and the customers we serve

  • We have introduced a range of policies to provide for the wellbeing of your team and the patients you care for, as well as the wellbeing of our team.
  • Where it is necessary to visit patients or clients, we will always discuss this with you first and work to the policies you have in place.
  • Onsite activities in hospitals will only be at the request of customers.
  • We ceased visits to residential aged care facilities, however support is still be available for these facilities and you can find out further information by contacting your Telstra Health lead.
  • Our Communicare team that supports many Aboriginal Medical Services and rural and remote communities also ceased site visits unless it is an absolute necessity. Support is available to these communities and you can find out further information by contacting your Telstra Health lead.
  • For most of our staff, we have transitioned to working from home arrangements and provide flexibility in line with relevant government restrictions. Our technology allows for this flexibility and we encourage virtual meetings as much as possible.
  • For our staff who must be at our various sites across Australia and in the United Kingdom, we have introduced steps to provide for their safety and ensure the continuity of our business. This includes rostering for staff who must be present because they work in a secure environment or for other reasons.
  • We also ask for an official request to be made to visit an office and for COVID-19 protocol and health guidelines to be followed when on site, especially if the purpose is for essential in-person events and meetings (according to relevant government restrictions).
  • We have assessed the risks associated with COVID-19 to our employees across our enterprise and have decided employees in roles where there is a heightened risk of infection are required to be vaccinated.
  • Our Global Epidemic/Pandemic Leave Policy COVID-19 supports staff who are unwell, need to care for a member of their household, are required to self-isolate or have an appointment to receive a vaccination during work hours.
  • We have been appointed to deliver 1800RESPECT, a 24-hour national sexual assault, family and domestic violence counselling line for any Australian, which has experienced surges in demand during the pandemic.
  • We continue to foster a working environment that is inclusive, supportive and promotes health and wellbeing. We provide staff and immediate family coaching and support.

Our ongoing support

Telstra Health recognises the importance of the ongoing delivery of health and aged care during this time. These measures enable us to provide you with the support you need and to minimise disruption. We will regularly review our policies to ensure we are being as effective as possible, as well as communicate with you to provide updated advice.