(02) Service
Telehealth setup, compliance and growth.
Whether you are adding telehealth to an existing practice or building a telehealth-first service, we design the whole operation: the technology, the compliance, the people and the patient experience.
(The opportunity)
Telehealth is now part of everyday care in Australia.
In 2022, 22% of GP consultations were delivered by telehealth, part of more than 45 million telehealth consultations nationally.1 Done well, it widens access without lowering the standard of care: a 2025 review of 10 randomised trials found no difference from face-to-face care in emergency department visits, hospital admissions, deaths or other adverse events.1
Done badly, it frustrates patients and clinicians and quietly leaks revenue. The difference is in the operation behind the video call.
Read: Is telehealth as safe as face-to-face care?(What we do)
Six parts of a telehealth service that works.
- 2.1
Setup
Choosing and configuring the platform, consult models and patient journeys, from booking and identity checks to prescriptions, referrals and follow-up, ready from day one.
- 2.2
Compliance
Medicare telehealth requirements (such as the established clinical relationship rules that apply to many items), privacy obligations, prescribing and clinical governance, built in from the start and kept current as the rules change.
- 2.3
Operations
Rostering, triage, clinician onboarding, escalation pathways and the day-to-day running of the service, documented so it does not depend on any one person.
- 2.4
Growth & strategy
Which services to offer, who they are for, how to reach them and where to expand next, grounded in your data rather than guesswork.
- 2.5
Patient experience
From first click to follow-up: clear instructions, reliable tech checks, timely reminders and a journey that feels personal, even through a screen.
- 2.6
Revenue optimisation
Billing models, pricing, utilisation and leakage, so the service is sustainable for the business and fair for patients.
(Who it's for)
Built for where you are now.
- A
Practices adding telehealth
Extend your hours and your reach without burning out your team or confusing your patients.
- B
Telehealth-first services
Build a service designed for remote care from the ground up, with the safety rules and systems to scale.
- C
Founders new to healthcare
Get the clinical, compliance and operational foundations right. See how we help new ventures.
(Questions)
Common questions.
Do you provide the clinicians?
No. Clinical care is always delivered by appropriately registered practitioners. We design and run the operation around them, and if you are building a new service we help you plan the clinical workforce and governance you will need.
How long does telehealth setup take?
It depends on the scope: adding video consults to an existing practice is very different from launching a new telehealth-first service. We agree a clear timeline as part of the scope, before any work starts.
Is telehealth safe for patients?
For many consultations, yes. Randomised trials show no difference from face-to-face care in emergency visits, hospital admissions or adverse events, provided the service has clear rules for when patients need to be seen in person. We build those rules in.
Can you help if our telehealth service already exists?
Yes. Many engagements start with a review of an existing service to fix compliance gaps, patient drop-off, rostering pressure or revenue leakage.
(Sources)
- Scott AM, Sanders S, Atkins T, et al. The impact of telehealth care on escalation to emergency care: a systematic review and meta-analysis. Journal of Telemedicine and Telecare, 2025;31(8):1059–77. Australian telehealth figures are Department of Health and Aged Care data cited in the review.
(Next step)