Product Overview

Summary: This SOP provides a clear, end‑to‑end framework for delivering remote consultations and virtual assessments in a compliant, consistent and professional manner. It helps Australian organisations standardise how they plan, conduct, document and follow up online consultations, protecting client privacy while maintaining service quality and duty of care.

Remote consultations and virtual assessments are now a core part of how Australian organisations deliver clinical, advisory and assessment services. Whether you are supporting injured workers, conducting ergonomic reviews, delivering allied health interventions or providing specialist advice to regional and remote clients, you need a structured, defensible process that works just as reliably online as it does face‑to‑face. This Standard Operating Procedure sets out exactly how your team will prepare for, conduct, document and follow up remote consultations in a way that is efficient, client‑centred and compliant with Australian privacy and WHS obligations.

The SOP addresses common pain points such as inconsistent booking practices, variable consent and identity checks, poor-quality documentation, technology failures, and uncertainty about what can and cannot be safely assessed virtually. It establishes clear workflows for triaging which cases are suitable for virtual assessment, managing technical risks, safeguarding sensitive information and escalating concerns when a remote format is not clinically or professionally appropriate. By adopting this SOP, your organisation can improve access to services across Australia, reduce travel time and costs, and demonstrate robust governance over telehealth and remote advisory services.

Key Benefits

• Standardise how remote consultations and virtual assessments are planned, delivered and documented across your organisation.
• Ensure privacy, confidentiality and informed consent processes meet Australian legal and professional expectations.
• Reduce service disruptions and client dissatisfaction by clearly managing technology requirements, troubleshooting and contingency plans.
• Improve access to services for regional, remote and flexible‑work clients while maintaining quality and duty of care.
• Strengthen auditability and medico‑legal defensibility through consistent records, templates and decision‑making criteria.

Who is this for?

• Practice Managers
• Allied Health Professionals
• Medical Practitioners
• Injury Management Advisors
• Rehabilitation Consultants
• WHS and Return to Work Coordinators
• HR Managers
• Telehealth Program Leads
• Disability Support Coordinators
• Aged Care Service Managers
• OHS Consultants
• Clinical Governance Managers

Included Sections

• 1.0 Purpose and Scope
• 2.0 Definitions (Remote Consultation, Virtual Assessment, Telehealth, Client, Practitioner)
• 3.0 Roles and Responsibilities
• 4.0 Eligibility and Triage for Remote vs In‑Person Services
• 5.0 Technology, Platform and Security Requirements
• 6.0 Privacy, Confidentiality and Informed Consent
• 7.0 Pre‑Consultation Preparation and Client Communication
• 8.0 Identity Verification and Location Confirmation
• 9.0 Conducting the Remote Consultation – Step‑by‑Step Process
• 10.0 Conducting Virtual Assessments – Limitations, Workarounds and Escalation Criteria
• 11.0 Managing Distress, Risk and Emergency Situations During Remote Sessions
• 12.0 Documentation, Record‑Keeping and Reporting Requirements
• 13.0 Data Storage, Access Control and Information Security
• 14.0 Dealing with Technical Issues, Cancellations and Rescheduling
• 15.0 Quality Assurance, Auditing and Continuous Improvement
• 16.0 Training, Competency and Supervision Requirements
• 17.0 Review, Version Control and Document Governance

Legislation & References

• Privacy Act 1988 (Cth) and Australian Privacy Principles (APPs)
• Health Records and Information Privacy Act 2002 (NSW) and equivalent state health records legislation
• Telehealth guidance – Australian Health Practitioner Regulation Agency (AHPRA) and National Boards
• Safe Work Australia – Model Code of Practice: Managing psychosocial hazards at work
• Safe Work Australia – Model Code of Practice: Managing the work environment and facilities
• AS ISO 31000:2018 Risk management – Guidelines
• AS/NZS ISO/IEC 27001:2023 Information security, cybersecurity and privacy protection – Information security management systems (where applicable to client data systems)