Trust and Relationship Building in Australian Virtual Care: The Power of Patient Inclusion

Alan Forbes

CEO

Patient Experience Group

10th September 2024

In the Australian healthcare landscape, where the concept of the family doctor holds significant value, building trust and maintaining strong patient-provider relationships in virtual care environments is paramount. The shift towards care-in-place and virtual consultations presents unique challenges in fostering these connections, but it also offers innovative opportunities to enhance patient experiences, particularly through patient inclusion and engagement.

Research has consistently shown the benefits of patient inclusion in healthcare decision-making and delivery. A study published in the Medical Journal of Australia found that patients who were actively involved in their care were 21% less likely to experience adverse events and had 9% shorter hospital stays. This highlights the potential for patient inclusion to not only improve outcomes but also reduce healthcare costs.

In the context of virtual care, patient inclusion becomes even more crucial. A survey conducted by the Australian Digital Health Agency revealed that 71% of Australians who used telehealth services during the COVID-19 pandemic felt more involved in their healthcare decisions. This increased sense of involvement correlated with a 15% higher rate of treatment adherence compared to traditional in-person consultations.

Cultural competence plays a key role in building trust and inclusion. In Australia's diverse population, this is particularly important. A study by the Australian Institute of Health and Welfare found that culturally appropriate telehealth services increased engagement rates among Indigenous Australians by 33%, demonstrating the power of inclusive virtual care models.

Technology facilitates relationship building in virtual care, but it must be accessible and user-friendly. According to the Australian Bureau of Statistics, 87% of Australian households now have internet access, but this figure drops to 77% in remote areas. Healthcare providers must consider this digital divide when implementing virtual care solutions to ensure equitable access and inclusion.

Privacy and data security remain paramount in building trust. A survey by the Office of the Australian Information Commissioner found that 84% of Australians consider health information to be 'very sensitive'. Clear communication about data protection measures in virtual care can significantly boost patient trust and willingness to engage.

Patient feedback mechanisms integrated into virtual care platforms have shown remarkable results. A pilot program in New South Wales that implemented real-time patient feedback in telehealth consultations saw a 28% increase in patient satisfaction scores and a 17% improvement in reported health outcomes over a six-month period.

By focusing on these aspects of trust, relationship building, and patient inclusion, Australian healthcare providers can create virtual care experiences that not only match but potentially exceed the quality of traditional in-person care. The statistics clearly demonstrate that when patients are included and engaged, particularly in virtual settings, both health outcomes and patient satisfaction improve significantly. This approach ensures that as healthcare delivery evolves, the core values of trust, empathy, and strong patient-provider relationships remain at the heart of the Australian healthcare system, supported by data-driven evidence of their effectiveness.

Alan Forbes will be joining Leanne Anderson , Sarah McRae , Robert Grenfell and Dean Jones to discuss:

Empowering Patients, Enabling Partnerships: Unleashing the Power of Care-In-Place and Virtual Care in a Value-Based Landscape?

• How digital technologies, such as telemedicine and remote monitoring, are revolutionising clinical care delivery to better serve patients
• The transformative potential of hospital-level care provided in the comfort of patients' homes, reducing hospitalisations and enhancing patient experience
• Innovative strategies for delivering high-quality care outside traditional healthcare settings, optimising patient outcomes through personalised approaches
• The paradigm shift towards value-based care models, focusing on patient outcomes and efficient resource utilisation in the evolving healthcare landscape

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