Telehealth: Transforming Healthcare Delivery in Australia

Discover how Telehealth's ascent during the pandemic uncovered the potential of Salesforce to revolutionise Australian healthcare with improved accessibility, streamlined efficiency, and patient-centric care.
Telehealth: Transforming Healthcare Delivery in Australia

The COVID-19 Catalyst

The COVID-19 pandemic ripped through the global healthcare system, exposing its limitations and highlighting the immense potential of digital health solutions. In Australia, telehealth emerged as a powerful response, rapidly evolving from a supplementary service to a cornerstone of care delivery. This surge wasn’t merely a temporary adaptation; it marked a turning point, demonstrating telehealth’s effectiveness in managing health crises and paving the way for a more accessible, efficient, and patient-centered healthcare future.

A New Benchmark for Care

The Australian government’s expansion of Medicare-subsidised telehealth services during the pandemic was instrumental. It opened the door for virtual consultations, leading to a staggering 6 million telehealth interactions in just two months. This wasn’t limited to general healthcare – mental health services, too, leaned heavily on telehealth, ensuring continuity of care and mitigating the risk of virus exposure.

Telehealth Adoption: A Catalyst Amidst Crisis

Technological advancements often face hurdles when it comes to widespread adoption. Telehealth, despite its potential, was no exception. Its integration into mainstream healthcare progressed slowly. However, the COVID-19 pandemic presented a unique set of circumstances that acted as a powerful catalyst for change.

The global health crisis, with its associated risks and the necessity for social distancing, understandably instilled fear and a heightened sense of caution. These factors, coupled with the limitations of traditional healthcare models during a crisis, created a strong incentive for exploring alternative solutions. Telehealth emerged not as a matter of mere convenience but as a potential lifeline – a way to ensure healthcare continuity and minimise exposure risks for patients and healthcare providers alike.

A Brighter Future Emerges: Unveiling the Advantages of Telehealth

The COVID-19 pandemic, while bringing immense hardship, also presented an unexpected opportunity for positive transformation within Australian healthcare. The surge in telehealth consultations during this challenging time wasn’t just a temporary adaptation. It served as a powerful demonstration of the numerous advantages this technology offers, paving the way for a more accessible, efficient, and patient-centered healthcare future. The results could be long-lasting.

Empowering Healthcare Professionals

  • Reduced Appointment Time: Telehealth eliminates travel time for both patients and providers, streamlining appointments and freeing up valuable time in a healthcare professional’s schedule.
  • Streamlined Workflows: Telehealth and CRM platforms can automate tasks like appointment scheduling, billing, and sending reminders. Research by Salesforce revealed that healthcare providers spend around 47% of their time on repetitive tasks that could be automated. In some mental health services, this number can be even higher. Telehealth consultations can significantly reduce this administrative burden.
  • Fewer Cancellations: Telehealth consultations offer more flexibility for patients, potentially reducing appointment cancellations and last-minute rescheduling.

Improving Patient Care

  • Improved Access to Care: Telehealth bridges geographical barriers, particularly for Australians living in rural and remote areas. A 2021 report by the Australian Bureau of Statistics (ABS) indicates that roughly 30% of the population resides in these regions, often facing limited access to specialist care. Telehealth consultations eliminate the need for long travel distances, improving access to timely medical expertise
  • Chronic Disease Management: Telehealth plays a crucial role in managing chronic conditions. Regular consultations and check-ins can be conducted remotely, allowing for closer monitoring and improved disease management. This can be particularly beneficial for patients with conditions like diabetes, heart disease, and respiratory illnesses.
  • Mental Health Support: Telehealth has emerged as a valuable tool in delivering mental health services. It allows patients to connect with therapists in a safe and confidential space, overcoming potential stigmas associated with seeking in-person help. This is particularly important in rural areas where access to mental health professionals might be limited.
  • Enhanced Patient Convenience: Telehealth offers unmatched convenience for patients. Imagine skipping the waiting room and scheduling appointments that fit your busy schedule. A 2022 study by the Australian Digital Health Agency found that 95% of patients reported satisfaction with telehealth consultations, highlighting the convenience factor. Telehealth consultations can be conducted from the comfort of your home or workplace, reducing disruption and improving patient satisfaction.

The Cost Savings Opportunity

Telehealth offers a multitude of advantages, not only improving patient convenience and access to care, but also presenting a compelling financial proposition. A McKinsey & Company study estimates that telehealth could deliver up to $250 billion annually in global healthcare savings by 2025. This windfall translates to significant cost reductions achievable through several key factors


  • Improved Medication Adherence: Telehealth consultations can facilitate closer monitoring of patients and medication adherence.
  • Enhanced Care Coordination: Telehealth platforms can streamline communication and collaboration between healthcare providers.
  • Reduced Administrative Costs: Telehealth can streamline administrative tasks associated with appointments and billing.
  • Savings for All: Telehealth eliminates the need for patients and healthcare professionals to travel to appointments, resulting in cost savings for everyone involved. Patients save time and money on transportation and parking, while the healthcare system benefits from reduced overhead

Salesforce: A Catalyst for TeleHealth Transformation in Australian Healthcare

While telehealth offers undeniable advantages, its successful integration hinges on robust data management and communication infrastructure. This is where Salesforce steps in as a key player, acting as the engine that drives the telehealth value proposition.

The Power of Unified Patient Data

Salesforce Health Cloud acts as a central hub, consolidating patient data. This unified view empowers healthcare providers with a holistic understanding of each patient’s medical history, medications, and treatment plans. This, in turn, allows for:


  • Personalised Care Pathways: By leveraging the wealth of patient data, healthcare providers can tailor telehealth consultations to individual needs. This ensures patients receive the right care at the right time, regardless of location, fostering a more patient-centered approach.
  • Streamlined Communication and Care Coordination: Salesforce Experience Cloud facilitates seamless communication between patients, healthcare providers, and specialists, even across various healthcare systems. This collaborative environment paves the way for efficient care coordination, ensuring timely interventions and improved healthcare outcomes.

Overcoming Telehealth Adoption Barriers

Australia’s diverse healthcare landscape presents challenges for telehealth adoption. Here, Salesforce addresses critical roadblocks with its robust features:


  • Data Security and Compliance: Salesforce prioritises data security and compliance. Their secure cloud platform adheres to stringent Australian healthcare data regulations, ensuring patient information is protected.
  • Seamless Integration: Salesforce fosters seamless integration with existing healthcare infrastructure, eliminating data silos and ensuring a smooth transition to telehealth services. This interoperability empowers healthcare providers to leverage their existing systems alongside telehealth solutions.

The Road Ahead: Collaboration and Innovation

To unlock the full potential of telehealth across Australia’s public and private healthcare systems, we need to build a thriving telehealth ecosystem. This requires a collaborative effort from various stakeholders. By working together, we can ensure a more resilient, efficient, and accessible healthcare system for all Australians.

Healthcare Providers

  • Embrace Digital Transformation: Explore new ways to integrate telehealth and Salesforce into your practice.
  • Invest in Staff Training: Ensure proficiency in these technologies and effective communication during virtual consultations. Salesforce offers comprehensive training resources to help your team get up to speed quickly.

Policy Makers

  • Make Telehealth Access Permanent: Ensure all Australians can benefit from remote care.
  • Invest in Digital Infrastructure: Bridge the digital divide and enable equitable access, particularly in rural and remote areas.
  • Develop Clear Guidelines and Regulations: Ensure quality and patient safety while supporting local teams to catalyze success with clear implementation frameworks.

Technology Partners

  • Continuously Innovate: Develop features that address healthcare delivery challenges specific to the Australian context.
  • Focus on User-Friendly Interfaces: Ensure seamless integration with existing healthcare systems.
  • Prioritize Data Security and Interoperability: Build trust and facilitate secure data exchange.


  • Actively Engage: Use digital healthcare services and provide feedback to improve them.
  • Embrace Learning: Understand how to utilize telehealth effectively to manage your health journey.

By harnessing the power of data, fostering collaboration, and embracing continuous innovation, Australia can build a thriving telehealth ecosystem that benefits all stakeholders. This collaborative approach, with Salesforce as a key engine, can reshape Australian healthcare for the better.

Picture of Andrew Buchanan

Andrew Buchanan

This article was written by Andrew Buchanan, APAC Managing Director at Pracedo. Andrew brings a wealth of expertise and a proven track record in delivering business outcomes for clients across the globe. With his previous experience as the Regional Vice President of Customer Success at Salesforce and General Manager at IBM Global Technology Services, Andrew deeply understands what it takes to drive customer satisfaction and deliver exceptional results. His strategic leadership, combined with his ability to foster high-performing teams, enables him to address customer needs and create an environment for growth effectively. Andrew’s focus on creating opportunities for expansion ensures that customers receive the utmost attention and support in their journey with Pracedo. His extensive experience in portfolio management and business development further strengthens his ability to deliver innovative solutions and drive customer success. With Andrew at the helm, customers can expect a strategic and customer-centric approach that leverages his expertise and track record to deliver business outcomes.

At Pracedo, we’re not just Salesforce Consultants. We’re the driving force behind innovation, change, and visionary solutions dedicated to boosting revenue. Our mission is to redefine the customer journey by simplifying processes and helping people to work smarter, not harder. Our purpose is to create a lasting impact on people, organisations, and communities, all powered by the capabilities of Salesforce.


Our recent acquisition by Collabera Digital, marked a significant milestone in our journey of growth and innovation. This exciting new chapter promises to propel us forward in our mission to redefine excellence in the industry globally across the EMEA and APAC regions.


Tags: Data, Salesforce, Experience Cloud, Marketing Cloud, Nonprofit, CRM

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