For most clinics, a reliable connection matters more than a big speed number. As a rough guide, each HD video consult needs a few megabits per second in both directions. A clinic running several consults at once, on top of practice software, cloud backups and phones, needs a lot more than one consult does. And upload speed and stability are where clinics usually come unstuck. This guide explains what to check and what to ask for.
Why speed isn’t the whole story
Picture this. A patient is halfway through describing a symptom and the video freezes. The doctor says “can you hear me?” three times. The patient gives up and rings in. That’s not a speed problem. It’s a stability problem, and it’s the one that costs clinics patient trust.
A connection can show a great number on a speed test and still drop out during a call. What matters is whether it stays steady, especially when the whole clinic is busy.
A simple way to work out what you need
Start with how many video consults could run at the same time. Say you have five rooms and each consult uses roughly 4 megabits per second each way. That’s about 20 megabits per second just for video, in both directions. It’s an example, not a rule, because the exact number depends on the platform you use and the quality of the call.
Then add everything else running at the same time:
- Your practice software, especially if it’s cloud-based
- Scans, pathology and referrals being sent and received
- Backups running to the cloud
- Phones, if you use VoIP
- Software updates
- Patients on the waiting room Wi-Fi
Add them up, then leave some room to spare. A connection that’s already near its limit on a quiet day will struggle on a busy one.
Check your upload speed
This is the one most clinics miss. Many standard internet plans have much slower upload than download. That suits someone streaming a movie, but a video consult sends as much as it receives. Slow upload is the usual reason the doctor looks fine on the patient’s screen, while the patient looks frozen on the doctor’s.
When you compare plans, look at both numbers. Our NBN plans page lists the options for businesses.
Reliability matters more than a bigger plan
If your clinic can’t run consults when the internet is down, you’re losing appointments, not just time. Business-grade internet usually comes with faster fault response than a home plan, and many clinics also keep a backup connection that takes over automatically if the main one fails.
It’s worth asking your provider what happens when there’s a fault, who you ring, and how quickly someone responds.
Keep patients and staff on separate Wi-Fi
Telehealth often means more devices on your network, and some of them belong to patients. Staff and clinical systems should sit on their own network, away from the waiting room Wi-Fi. It keeps patient records safer, and it stops a patient streaming video from slowing down a consult. It also fits with the wider security steps in our post on cybersecurity for medical practices.
How we do it at Hyetech
We’ve worked with Victorian medical practices for close to two decades, and we look after the internet, phones, network and security together, so one team is responsible when something goes wrong. We’re a 3CX Platinum Partner, so we can set up your phone system as part of the same package. You can read more on our medical and allied health IT support page.
St Mina Medical Centre in Hallam has been with us for more than fourteen years. In their words:
“…our internet is now reliable, and our hardware is more secure than ever…”
St Mina Medical Centre, Hallam VIC
A quick checklist before you upgrade
- Run a speed test at your busiest time of day, not first thing in the morning
- Check the upload number, not just download
- Count how many consults could run at once
- Ask what the backup plan is if the connection fails
- Make sure patient Wi-Fi is separate from clinical systems
- Ask who you ring when it goes wrong
Frequently asked questions
What internet speed do I need for telehealth?
As a rough guide, a few megabits per second in each direction for every video consult running at the same time, plus room for your other systems. Upload speed and stability matter as much as download speed.
Is NBN good enough for telehealth?
Often, yes, but it depends on the plan and the type of connection at your site. Check the upload speed in particular, and ask about fault response times for business services.
Why do video consults keep dropping out?
Common causes are low upload speed, a busy network, weak Wi-Fi coverage in the consult room, or an unstable connection. A proper check of your setup will usually find the cause.
Do I need a backup internet connection?
If consults are a regular part of your day, it’s worth considering. A backup connection can take over automatically if your main one drops, so appointments aren’t lost.
Can patients use the same Wi-Fi as staff?
It’s best not to. Keep patient and guest Wi-Fi separate from your clinical systems, for both security and performance.
Not sure if your internet is up to it?
Talk to the Hyetech team for a free IT review. We’ll check your connection, tell you if it’s enough for telehealth, and let you know what we’d change. Book a free review.