Aim:
To rapidly increase the use of video telehealth consultations in cancer services, allowing vulnerable patients to continue accessing comprehensive medical care without exposure to high clinical risk areas.
Methods:
87 clinics across seven major metropolitan Melbourne public health services received the following support:
Results:
Video consultations have increased by an average of 54% over phone as the preferred delivery for telehealth consultations, with approximately 2867 patients now utilising video every month. This was especially valuable during COVID-19 restrictions with capacity limits in hospital waiting rooms and in allowing support person involvement while visitor numbers are limited. Patients reported satisfaction in reducing travel time and costs, while feeling more comfortable and therefore inclined to disclose information compared with phone consultations. Clinicians reported convenience of time saved performing infection control measures between in-person consultations, not wearing masks, and patient's increased engagement and retention of information compared to via phone. A reduction of 4% in costly 'Failed To Attend' rates was also seen.
Conclusions:
Patient anxieties are especially heightened during times of public health risks, leading some to avoid seeking medical care when needed. Telehealth has enabled patients to access comprehensive, safe and prompt care despite location, travel restrictions or medical conditions. It decreases foot traffic through hospitals, limits crowded waiting areas and can avoid exposure for vulnerable patients. Convenience is important to both patients and clinicians in maintaining attendance, with many patients favouring video consultations over face-to-face for this reason. Both patients and clinicians report a preference for video consultations over phone due to the increased capability of visual assessments, personable engagement and avoidance of barriers such as non-verbal cues and mask-wearing. To drive the success and uptake of telehealth, it is instrumental for clinicians to champion the change.