​​​​​​The information on this page is for health professionals.
If you are a parent or carer and need medical help and information for your baby or child:
If you are aged 16 years and under, you can also contact healthdirect for free on 1800 022 222. The nurse will usually ask if there is an adult with you that they can speak to. If no adult is with you, or you want privacy, the nurse will ask you some questions and connect you with the right care.
The virtualKIDS Urgent Care Service (virtualKIDS) is Australia’s first paediatric-specific virtual healthcare service.
It provides video consultations for children (and their families/carers):
virtualKIDS helps families access care and avoid unnecessary visits to hospitals where appropriate. Parents and carers are included in developing the care and treatment plan for their child with the specialist doctors and nurses.
This helps reduce pressure on busy hospital emergency departments​.
The state-wide service is delivered by the Sydney Children’s Hospitals Network (SCHN) and Hunter New England Local Health District (HNELHD).
It is staffed by senior paediatric nurses from SCHN and HNELHD. Paediatricians are rostered to consult as needed.
The nurses and doctors assess, treat and refer care based on each child’s needs. They can:
Where necessary, the virtualKIDS team may follow up the care of a child. They may do this by video calls for up to three days.
virtualKIDS is accessible via referral from healthdirect on 1800 022 222. Members of the public cannot contact virtualKIDS directly.
​h±ð²¹±ô³Ù³ó»å¾±°ù±ð³¦³Ù​​ is a not-for-profit government-owned health advisory service. It is operated by registered nurses and provides health information and advice through a website, app and telephone helpline.
Callers speak with a registered nurse who asks questions about their health condition and connects them with the right care in the right place based on their individual circumstances.
People can call healthdirect on 1800 022 222 for free, 24 hours a day, 7 day a week.
Alternatively, use the healthdirect website or app to access the symptom checker or locate a service provider. Please note, these tools don't connect you with a registered nurse.
virtualKIDS will take referrals for all children aged 0-15 years except in the following circumstances:
virtualKIDS take referrals for babies and children aged 0-15 years. Each child is assessed for clinical suitability before being offered a virtualKIDS consult.
The virtualKIDS team commonly sees babies and children with:
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The healthdirect nurses provide the safest care options based on the patient's presenting condition and acuity. This may include referral to virtualKIDS, a local or virtual GP service, an urgent care service. the emergency department, or advice to support self-care at home.
The following conditions are not suitable for vitualKIDS:
Parents and carers should call Triple Zero (000) for an ambulance or go to a hospital emergency department immediately if they have a life-threatening emergency.
Examples of life-threatening emergencies include:
virtualKIDS is part of ºÚÁϳԹÏÍø Health. It is operated by ºÚÁϳԹÏÍø Health nurses and doctors.
There is no cost to parents or carers if their child has a Medicare card, just like a visit to a hospital emergency department.
The virtualKIDS team will quickly assess the child’s condition and decide what is required and where the best place for their care needs is. This may include arranging transport to a hospital emergency department if their situation has become life-threatening.
Parents and carers can also call Triple Zero (000) or go to a hospital emergency department at any time.
Parents and carers with a hearing or speech difficulty can visit the National Relay Service website​​​​ to choose a relay method that works for them and ask for healthdirect on 1800 022 222.​
Yes. Interpreter services are provided free of charge for any person who requests or requires them.
Parents and carers who need support in their language can call the Translating and Interpreting Service (TIS National) on 131 450 and ask for healthdirect on 1800 022 222.
Parents and carers who receive care from healthdirect or from virtualKIDS may be contacted by email or text message to provide feedback on their experience.
If they wish to directly provide feedback (compliments, suggestions or complaints) about virtualKIDS or healthdirect they can use:
ºÚÁϳԹÏÍø Health is bound by legislation to respect and maintain the privacy rights of patients, staff and other third parties.
Detailed information about the privacy laws and policies that apply to ºÚÁϳԹÏÍø Health, and to health services delivered by ºÚÁϳԹÏÍø Health, can be found on the ºÚÁϳԹÏÍø Health website.​
Listen to a patient tell their story​​​ about being referred to virtualKIDS after calling healthdirect.