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Video Call use cases

Common use case scenarios for healthdirect Video Call


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GP attending specialist appointments with a patient or a case conference via video

Patient location
  • At home
  • At GP surgery
  • At community centre
Clinician location
  • At GP surgery (with patient, or patient is at home)
Other attendees may be
  • Specialist in hospital
  • Other hospital clinicians, for example occupational health
  • Family member or carer 
Benefits
  • GPs keep up to date regarding the treatment and care of their patients.
  • Consultation/case conference with multiple participants in different locations

❌

Out of hours GP care

Patient location
  • At home
  • Other location
Clinician location
  • At GP surgery 
  • At home – either working at home or on call. 
Other attendees may be
  • Out of hours triage nurse, if required 
  • Family member or carer 
Benefits
  • Avoid over-crowded Emergency Departments 
  • Prevent avoidable hospital admissions after hours 
  • Save travel for GPs and patients 

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Emergency triage services

Patient location
  • At home 
  • At GP surgery / community centre 
  • With paramedic 
  • Other location 
Clinician location
  • Hospital/clinic 
  • Nurse/doctor at home on call 
Other attendees may be
  • Ambulance paramedics 
  • GP 
  • Family member or carer 
Benefits
  • Ambulance staff can access emergency department clinicians to help determine appropriate care for patients 
  • Referrals can be made and medications prescribed 
  • Discharge summaries can be sent to patient’s GP 
  • Keeps a high percentage of patients out of over-crowded emergency departments  

❌

Psychology – mental health plans

Patient location
  • At home/work 
  • At GP  
  • At community centre 
Clinician location
  • Psychologist’s clinic (which may be some distance from the client’s location) 
  • Working at home 
Other attendees may be
  • GP who set up mental health plan referral can attend or consult with mental health professional 
  • Family member or carer 
Benefits
  • Safe, secure, private solution for psychologists or other mental health professionals 
  • Client can be flexible about when and where they attend appointments  
  • Addresses issue of lack of rural and remote psychologists and psychiatrists 

❌

Aged care assessments  

Older Australian's location
  • At home 
  • RACF;
  • At community centre 
Health service provider location
  • Assessor and other health professionals avoid travel and could be in the office/ working at home 
Other attendees may be (in different locations)
  • Other health professionals 
  • Family member or carer 
  • Interpreter 
Benefits
  • Saves cost of the assessor and other health professionals travelling to older person’s location  
  • Frees up time of assessors – which can be a significant portion of their working day. 

❌

Aged care Consultations

Older Australian's location
  • RACF
  • At home 
  • At GP practice (if seeing doctor at their practice and having a consultation with a specialist via Video Call).
Clinician location
  • GP at their practice
  • Specialist in specialist rooms and allied health staff at work
Other attendees may be
  • RACF Nurse
  • Carer
  • Family member or carer
  • Interpreter
Benefits
  • Older Australians in RACFs can access their doctors, specialists, Allied Health professionals and after hours health services without needing to travel.
  • Clinicians can provide timely care without traveling to many locations to see patients in RACFs
  • RACFs in more remote locations can access healthcare easily for their residents

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Aboriginal Health 

Patient location
  • At home 
  • At community centre 
  • At ACCHO with health worker 
Clinician location
  • GP surgery 
  • Hospital specialist 
  • Other clinic 
Other attendees may be
  • Patient would usually be supported by a health worker for the consultation  
  • Family member or carer (in another location)
  • Appointment may be with community nurses or a hospital specialist 
Benefits
  • Indigenous Australians living in remote areas have access to all health services  
  • Example of hearing clinics for aboriginal children, where city-based ENT specialist can consult with patient and health worker in rural areas 
  • Example of Aboriginal family birthing program clinic  

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Primary care multi-disciplinary teams / Integrated care 

Patient Location
  • At home 
  • At GP surgery 
  • At community centre 
  • At RACF 
Clinician Location
  • At surgery / integrated care centre 
  • Other location 
Other Attendees May be
  • Allied health 
  • Community health 
  • Specialists 
Benefits
  • Teams that are separated geographically can see patients together or organise case conferences, avoiding travel
  • Avoids patient having an individual Video Call with each team 

❌

Health literacy sessions e.g. diabetes 

Patient Location
  • At home 
  • At GP surgery 
  • At community centre 
Clinician Location
  • Health worker could be in the office, at home or a clinic 
Other Attendees May be
  • Patient group, family members and carers could take part in sessions 
Benefits
  • Health worker can share documents on the screen 
  • Saves travel time for health worker  
  • Rural and remote patients can meet others and save travel time 

❌

Interpreter services 

Patient Location
  • At home 
  • At GP surgery 
  • At community centre 
Clinician Location
  • At clinic/surgery with patient, or patient can be at home 
Other Attendees May be
  • Interpreter would join the call by video at the appointed time 
  • Family member or carer(in another location)
Benefits
  • Interpreters can spend a significant portion of their day traveling – telehealth saves travel time and increases productivity 
  • Access to a wide variety of languages via Australian interpreter and translation services 

❌

Maternity - Antenatal/post-natal 

Patient Location
  • At home 
  • At community centre 
  • Mum and/or baby  
Clinician Location
  • GP surgery 
  • Community health clinic 
Other Attendees May be
Professionals who can provide advice by video to assist parents with questions about: 
  • Pregnancy  
  • Birth 
  • Babies 
Benefits
  • Small group antenatal classes. 
  • Post-natal services – appointment or on-demand   
  • Patients can be seen by a range of health services including: hospitals, maternal health nurses, GPs and Allied Health professionals 

❌

Palliative Care 

Patient Location
  • At home with carers 
  • At residential nursing home or hospice 
Clinician Location
  • Home (on call) 
  • Clinic 
Other Attendees May be
  • Carers and relatives, 
  • GP e.g. out of hours 
Benefits
  • Telephone palliative care lines provide expert nursing support, however sometimes being able to see the patient and carer may offer advantages and greater support. 
  • Recommendation 6 in Going Digital to deliver a healthier Australia: Develop a telehealth support service for improving end of life care in rural and remote area 

❌

Dental 

Patient Location
  • At home 
  • At community centre 
  • At dentist rooms 
Clinician Location
  • In clinic 
  • At home (on call/out of hours) 
Other Attendees May be
  • Case conferences between dental professionals   
  • Family member or carer 
  • Interpreter 
Benefits
  • Improve oral health in adults and children especially in vulnerable and underserved populations. Appropriate when patient cannot be moved, need is urgent, etc. 
  • Consultations with specialists, sharing data and imaging. 
  • Interpreter attending via telehealth while the patient is being seen – tablet or other device to provide interpreter service. 

❌

Allied Health 

Patient Location
  • At home 
  • At GP / community centre 
  • At clinic  
Clinician Location
  • In rooms 
  • At home (on call) 
  • At hospital/community health centre 
Other Attendees May be
  • GP can attend sessions from another location. 
  • Family member or carer 
Benefits
  • Allied health professionals including physiotherapists, occupational health, chiropractors and podiatry can provide remote consultations for patients unable to travel or follow up appointments and assessments. 

❌

Emergency Support (e.g. Drought, Flood, Bushfires, pandemic/epidemic)  

Patient Location
  • At home, work, outside location 
Clinician Location
  • In clinic 
  • At home (on call/out of hours) 
Other Attendees May be (in different locations)
  • Family member or carer 
  • Interpreter 
Benefits
  • National Emergency support capability to support areas affected by drought, flood, bushfires, natural disasters or epidemics/pandemics, as in recent years.  

❌

This is Case Study 15

Patient Location
  • At home
  • At GP surgery
  • At community centre
Patient Location
  • At GP surgery (with patient or patient is at home)
Other Attendees May be
  • Specialist in hospital Other hospital clinicians, for example occupational health
Benefits
  • GPs keep up to date regarding the treatment and care of their patients. GPs can receive payments to attend by video

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