570 - Virtual Care’s Challenges and Triumphs: Co-Design, Technology, and Rural Reach with Telecare

In this episode of Talking HealthTech, Peter Birch speaks with Dr Raymond Wen, Chief Growth Officer and Medical Director for Primary Care Services at Telecare Australia, about the evolution of telehealth, challenges in delivering virtual care, and Telecare's unique approach to technology-enabled healthcare service delivery.

Check this episode out to gain insights into how virtual care is transforming access for rural and regional communities, from mental health support to specialist consultations.

The conversation explores practical strategies for workforce flexibility, process automation, and co-designed service models, showing how Telecare combines clinical expertise and innovative technology to improve safety, efficiency, and patient outcomes across Australia.

Key Takeaways

🌏 Telehealth in Australia addresses the challenges of providing quality specialist care to rural and remote populations, leveraging virtual consultations and remote technology.

🩺 Around 30–50% of clinical scenarios can be safely and effectively managed through telehealth, increasing access without compromising care quality.

🔗 Co-designing new models of virtual care with stakeholders enables healthcare organisations to balance risk, optimise workflows, and support community needs when traditional service provision is under strain.

💻 Telecare developed its own technology solutions, including a mobile native e-script platform and healthcare process automation tools, to solve practical issues in care delivery and staff optimisation.

💡 The future of virtual care involves continued innovation in automation and integration, focusing first on solving “boring” admin and engagement challenges before fully harnessing AI potential.

Timestamps

00:00 – Introduction and overview of Telecare’s background

02:33 – Telecare's role and services in Australian healthcare

04:40 – The impact and evolution of telehealth for rural communities

06:14 – Types of care best suited for telehealth and what Telecare does

10:41 – Risk assessment and co-design in developing new care models

13:23 – Building technology versus using market solutions; motivations and outcomes

17:35 – Service enablement, process automation, and operational efficiency

20:23 – Telecare’s acquisition by Teladoc and implications for future growth

22:14 – The future of telehealth/virtual care and the role of AI

24:43 – Final thoughts and episode wrap-up

Check out the episode and full show notes on the Talking HealthTech website.

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