Telehealth in aged care: the benefits and pitfalls

The COVID-19 pandemic in 2020 was a catalyst moment that boosted the capabilities of telehealth for Australians. Today, virtual consultations between patients and healthcare providers are becoming the norm, allowing for immediate clinical assessments and tailored, personalised care. Clinicians are increasingly embracing telehealth, also known as virtual care, to provide patients with options for continuity of care in both in-person and virtual settings. This hybrid approach provides patients with the opportunity to feel empowered to take control of their healthcare journey, on their terms, writes Dr JAG SINGH DHALIWAL, Medical Director at Alternaleaf.

The 2024 HotDoc Patient Survey highlights that patients are increasingly seeking more flexible telehealth and virtual care options, as well as faster access to general practitioners (GPs), and expecting a seamless automated process for better patient–clinic engagement. The survey also shows telehealth is here to stay — revealing that 79% of patients view telehealth availability as an essential option alongside in-person care, with 64% preferring telehealth for easier GP access.

So why are telehealth services such a good option for older people?

1. Accessibility, anywhere: For those over 50, they may be at the pinnacle of their career, taking care of their families, but neglecting their own health. Telehealth provides a convenient option for those who are unable to attend in-person consultations. While technology may previously have been a barrier within aged care, in more recent times people will happily use tablets and mobile devices for almost everything. Technology has improved, telehealth access has improved, and so has people’s knowledge of how it works.

2. Increased health and wellbeing: Telehealth services allow patients to take an active role in how they want to manage their health. It also provides a simple way for people to access valuable health information, resources and support — no matter where they are. This increased access to health information drives patient engagement and can lead to better health literacy and improved health behaviours.

3. Reduced social isolation: Social isolation is becoming an increasingly challenging issue for many older patients who live alone and don’t know who to talk to about their health concerns. Telehealth bridges this gap and helps to reduce this issue, as patients can book virtual appointments with their doctor for continuity of care, from the comfort of home.

4. Reduced costs: For older patients on a fixed income, the cost of health care can be a major concern. Telehealth can help to reduce the cost of health care by eliminating the need for travel and reducing the need for expensive medical equipment.

5. Enhanced collaboration and access to speciality services: Telehealth can open doors to a broader range of healthcare professionals and specialists. This could include geriatricians, neurologists, allied health and alternative healthcare options, leading to more personalised and complementary health plans.

What are the pitfalls associated with telehealth?

As with all technology advancements, there are challenges and education gaps that need to be navigated and improved upon. Here are some of the top concerns:

1. Technological literacy: For some patients over 55, technology can be hard to navigate, particularly the first time around for someone new to the telehealth process. Adequate support, patience and reliable technology will help to overcome these challenges.

2. Finding the right provider: Choosing the right telehealth provider is often make-or-break for patients. Patients should do their own research and find the right provider for them. Don’t be put off by one bad experience — continue the search until a suitable one is identified.

For patients seeking alternative healthcare services, choose a provider that can complement and work alongside your primary GP. Consider clinics that demonstrate high standards of care and have comprehensive processes in place for patients to feel comfortable, safe, and supported by nurses and doctors. Question the ones that don’t.

3. Internet access and location: Internet connectivity, particularly in regional and remote areas, is important when it comes to telehealth. To improve patient experiences, more investment is required to build these capabilities in these areas to support the future of Australia as a digital economy.

4. Privacy concerns: No matter the provider, patient data and privacy are important considerations. It is imperative that healthcare providers use robust, safe and secure measures to safeguard patient data to avoid any pitfalls. Clinics and general practices should invest in better technology and security solutions to support the adoption of telehealth.

Overall, continued investment in education, infrastructure and research will optimise telehealth experiences for both doctors and patients. Taking a patient-centric approach to modernising access to health care for aging Australians is paramount to improving patient experiences and outcomes.

Telehealth is here to stay. Older people should feel empowered to choose a provider they can trust for support and continuity of care. Telehealth access for Australians will only get better from here, and in 2025, a person’s postcode should not be a hindrance to their health care.

Dr Jag Singh Dhaliwal is the Medical Director at Alternaleaf, Australia's largest alternative healthcare clinic. With over 33 years of experience, Jag recently joined the clinic to champion Alternaleaf’s patient-first approach, focusing on driving high standards of clinical practice, safety and governance for alternative healthcare services in the telehealth environment. Jag has deep experience as a general practitioner, medical adviser and director, with international experience in the public health services in Asia Pacific and the NHS in the United Kingdom. He has lived in Melbourne for over eight years and currently holds medical and GP adviser roles for council members of the General Practice Policy Council AMA Victoria, HotDoc and BestMed.

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