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

As we enter 2021, and recognise the ongoing impact of the pandemic, we are applying what we have learnt throughout the unprecedented year of 2020 to continue to support you and your organisation.  

Telstra Health has not been exempt from learning how to adapt and evolve in order to support and meet the needs of our customers and people. Over the last 12 months, we have prioritised caring for our people and our customers, while providing for continuity of services. Looking ahead, this will still be our priority as we live with the pandemic and its ongoing and countless effects.


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 implementing 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 confer 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 this will continue to be the case until further notice. 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 (within the permitted number of people according to government restrictions).

Our ongoing support

Telstra Health recognises the importance of the ongoing delivery of health and aged care during this unprecedented time, which is why we have introduced these measures – 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.

Please contact your Telstra Health lead, or reach out via this Contact Us page, with any questions or feedback. 


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