Tele triage FAQ

• Our walk-in system is at capacity (31,000+ walk-ins last year and >4,000 turned away).
• This change will:
  • Prioritise urgent and complex cases
  • Reduce waiting times and congestion

You call us before coming in. A nurse will speak with you on the phone to understand your symptoms, your situation and the care you need. 

The nurse will book an appointment at MSHC if you need specialist care or help you find another suitable service closer to you  

Only very vulnerable clients who cannot call (e.g. difficulty with English, no phone access) can walk-in to be triaged. 

Select from the above booking portal "What do you need?" and choose your required action.

Teletriage is for people who have symptoms, urgent concerns, or need specialist sexual health care. 
You call us, and a nurse will assess your needs and decide the best care pathway — either an appointment at MSHC or another suitable service. 

Make a Booking is for people who do NOT have symptoms and simply want routine STI testing. 
These non-urgent appointments can be booked online, and there are only a limited number available. 

There is no change to The Green Room. People living with HIV will continue to have pre-booked appointments as usual and can attend the clinic the same way they do now. Tele triage only applies to our general sexual health service. 

If you cannot call because of language barriers, you can still walk-in, and we will help you access a free telephone interpreter.

If you can no longer attend your Tele triage appointment or need to reschedule, you must let us know. Call the clinic on 9341 6200 during office hours.

Unfortunately, if you are late to your appointment we are unable to guarantee that we will be able to see you. We recommend calling if you know you are going to be late, we may need you to speak with the tele triage nurse to rebook.

Please call us 03 9341 6200. 

Our staff are more than happy to help, speak to someone at the front desk.

MSHC is a specialist sexual health service for the state of Victoria. To make sure we can see people with urgent or complex sexual health needs, some clients will be better cared for at a general practice or another sexual health service. 

Yes. Teletriage is the first point of contact for MSHC. A nurse will first speak with you, answer your questions, and decide the safest next step – whether that’s giving you advice, booking you an appointment to speak to a clinician, or helping you find another suitable service. 

Our counselling appointments are only booked after an internal referral from one of our clinicians.