healthdirect Video Call integrated into Commonwealth services

Amid a boom in demand for telehealth services, healthdirect Video Call has enhanced services provided by the Translating and Interpreting Service (TIS National) and the after hours GP helpline, assisting with access to health services for those who may be disadvantaged by language or geographical barriers.

CEO of Healthdirect Australia, Karen Borg says the clinic-based design of healthdirect Video Call and its end-to-end support team make it the ideal technology for delivering healthcare virtually.

Telehealth Video Interpreting consultations

TIS National has a specialty team servicing GPs, medical specialists, nurse and allied health professionals requiring assistance communicating with their patients from culturally and linguistically diverse backgrounds during a clinical consultation.

TIS National recently developed a new service, Telehealth Video Interpreting, which allows medical and allied health professionals to continue serving their culturally and linguistically diverse patients in the current climate of social distancing and restricted movement of people.

Healthdirect Australia worked with TIS National, South Brisbane PHN and the Refugee Health Network Queensland to drive the enablement of video capability for 2,400 interpreters involved in health consultations across a variety of video software platforms, including healthdirect Video Call.

healthdirect Video Call is accessed by TIS National interpreters if the clinic requesting the interpreting service is already set up with the platform. Nearly a quarter of general practices are registered with Video Call allowing these GPs to seamlessly connect with their patients through TIS National.

Anthony Elliott, General Manager Primary Care, Brisbane South PHN, says, “We are very proud of our region’s cultural diversity with over 200 languages spoken and nearly a third of people born overseas.

“Access to care for people from culturally diverse backgrounds is a priority for us, and we are pleased we could bring together TIS National and Healthdirect Australia to provide interpretation as part of the Healthdirect videocall platform. This is an important step in delivering more accessible and person-centred care for some of our priority populations.”

after hours helpline adds virtual face-to-face GP consultations

The after hours GP helpline is operated by Healthdirect Australia on behalf of the Australian Department of Health, providing access to GPs for those living in rural and remote areas on referral from the healthdirect helpline, Nurse on Call and 13Health in the after-hours period when a face-to-face GP appointment is not available to callers.

Integration of healthdirect Video Call to the helpline provides GPs working on the service an additional layer of clinical observation from non-verbal cues, facilitating better communication with patients during the consultation.

Patients have the option of a telephone or video consultation, with 15 per cent opting for a video consultation during the 12-week pilot.

healthdirect Video Call expands reach in 2020

In March and April 2020, as the impact of COVID-19 generated an urgent requirement for telehealth consultations, ACT Health and SA Health started using healthdirect Video Call, joining established users of the service — the Australian Department of Health, WA Health and the Department of Health and Human Services in Victoria.

SA Health quickly adopted Video Call to supplement its existing Telehealth capabilities, completing more than 22,000 video consultations from April to June. All South Australian Local Health Networks have access to Video Call until June 2021.

The WA Country Health Service (WACHS) implemented Video Call to support in-home and community-based service delivery as part of its COVID-19 response.

WACHS set up nearly 100 clinics with Video Call in April and May 2020, with over 1500 consultations provided each month.

Covering a vast area, including some of the most remote parts of Australia, WACHS engaged Video Call to enable patients to continue to receive essential health care without needing to attend hospital venues or travel across regions.

WACHS Executive Director Innovation and Development Robyn Sermon said that WACHS’s rapid expansion of telehealth, including the use of Video Call, provided care into, or closer to, patients’ homes during the COVID-19 pandemic.

“In the first week of April 2020, WACHS provided 400 Video Call consultations to country communities,” Ms Sermon said.

“The significant increase in delivery of services via telehealth platforms such as Video Call demonstrates our commitment and dedication to ensuring country patients continue to receive the very best care, despite the global pandemic.”