Telehealth Program Rollout for Regional GP Network

Our Approach

We designed and delivered a structured three-month telehealth rollout program tailored to the network's specific circumstances, including the challenges of operating across multiple regional sites with varying infrastructure and staffing levels.

Phase 1: Assessment and Planning (Weeks 1-3)

We began with a comprehensive assessment of the network's readiness for telehealth, covering technology, clinical workflows, governance, and workforce capability.

• Technology assessment: We audited the internet connectivity, hardware, and software at each of the five clinics. This included bandwidth testing, webcam and audio quality assessment, and evaluation of the network's practice management system for telehealth scheduling and billing capability. Two sites required internet upgrades, and all sites needed standardised webcam and headset equipment for consulting rooms designated for telehealth.
• Clinical workflow mapping: We worked with the GPs and practice nurses to map out which consultation types were clinically appropriate for telehealth delivery. We developed clinical criteria for telehealth suitability, including patient factors (mobility, chronic disease management, mental health follow-up, medication reviews) and clinical factors (consultations not requiring physical examination, follow-up appointments, results discussions).
• Regulatory and compliance review: We conducted a detailed review of the current MBS telehealth requirements, AHPRA telehealth guidelines, and the Medical Board of Australia's telehealth guidance to develop a compliance framework specific to the network's services.
• Telehealth governance framework: We drafted a telehealth governance policy covering clinical protocols, escalation pathways (including procedures when a telehealth consultation identifies a need for urgent in-person assessment), consent requirements, record-keeping standards, and quality assurance processes.

Phase 2: Infrastructure and System Setup (Weeks 4-6)

With the assessment complete, we supported the network through the practical setup phase:

• Platform selection: We evaluated three telehealth platforms against criteria including clinical functionality, integration with the network's practice management system, privacy compliance (Australian data hosting, encryption standards), patient accessibility, and cost. The network selected a platform that met all criteria and offered a patient-facing interface that required no software download.
• Practice management system configuration: We worked with the network's software vendor to configure telehealth-specific appointment types, MBS telehealth item number templates, and automated consent capture within the booking workflow.
• Consulting room setup: We specified and supervised the installation of telehealth equipment in designated consulting rooms at each site, including positioning, lighting, and acoustic considerations to ensure a professional and clinically appropriate telehealth environment.
• Patient communication materials: We developed a suite of patient-facing materials including an explanatory brochure, a step-by-step guide to joining a telehealth consultation, and frequently asked questions. These were designed for both digital distribution and print, recognising that many of the network's patients preferred paper-based information.

Phase 3: Training and Go-Live (Weeks 7-12)

Staff training was delivered in three streams to ensure all team members were confident and competent before go-live:

• GP training (two-hour session per site): Covered telehealth clinical protocols, consultation techniques for video consultations (including how to conduct a meaningful assessment remotely), MBS item number selection for telehealth, documentation requirements, consent processes, and medico-legal considerations. Each GP completed a supervised mock telehealth consultation with a colleague before go-live.
• Practice nurse training (90-minute session per site): Focused on triage pathways for telehealth versus in-person appointments, pre-consultation patient preparation (ensuring patients had appropriate technology and a private space), and support during telehealth consultations where nurse-assisted models were used.
• Reception and administration training (two-hour session per site): Covered telehealth appointment booking procedures, patient eligibility screening, consent capture, billing processes for telehealth items, and troubleshooting common technology issues patients might experience when connecting.

Go-live was staggered across the five sites over a three-week period, starting with the two sites that had the strongest clinician engagement. This allowed the project team to refine processes based on early experience before rolling out to the remaining sites.

Post-Launch Support (Months 3-6)

We provided ongoing support for three months after go-live, including weekly check-in calls with practice managers, a dedicated support line for billing queries, and monthly performance reporting covering telehealth utilisation, billing accuracy, patient satisfaction, and any clinical incidents or near-misses.

The Results

Within six months of launching the telehealth service, the network achieved the following outcomes:

• 3,000+ patients had accessed at least one telehealth consultation across the network, representing approximately 17% of the active patient base
• 4,200+ telehealth consultations were delivered in the first six months, with volumes growing steadily month-on-month as patient and clinician confidence increased
• Five clinics live with fully operational telehealth services within the three-month rollout timeline
• Zero Medicare compliance issues: No claim rejections related to telehealth billing in the first six months, reflecting the thoroughness of the billing configuration and staff training
• Reduced patient travel burden: Patient survey feedback indicated that telehealth consultations were particularly valued by patients living more than 30 minutes from their clinic, with many reporting they would have otherwise delayed or missed the consultation
• Clinician adoption: All 14 GPs were actively delivering telehealth consultations within four months of go-live, including the practitioners who had initially expressed hesitancy
• New revenue stream: Telehealth consultations contributed an estimated additional revenue stream by enabling the network to see patients who would otherwise have been lost to non-attendance or delayed presentation

The telehealth program has since become an established part of the network's service model, with telehealth consultations accounting for a growing proportion of total consultations across all five sites. The governance framework and clinical protocols developed during the engagement provide an ongoing foundation for compliant and safe telehealth delivery.