Warwick’s Peppertree Medical has always utilised Telehealth and during COVID-19 those services have been more beneficial for patients than ever.
Practice manager Barbara Austin says Telehealth utilises phone and video-conferencing and “enables vital interactions between GPs and other health professionals and patients which don’t necessarily require face-to-face interaction”.
“The recent introduction of whole-of-population Telehealth allows people to access essential health services in their home and supports self-isolation and quarantine policies to reduce the risk of exposure and spread of COVID-19,” Barbara told the Free Times.
“The Department of Health has temporarily expanded its existing Telehealth guidelines from videoconferencing consultations to include access via telephone where the patient cannot access appropriate technology.
“At Peppertree Medical we’ve been able to accommodate the safest and most responsive method of delivery of care whilst accommodating the patient’s access to technology.
“However, when a face-to-face consultation is essential that service is still being provided.
“While some patients have struggled with the technology most have embraced the changes as a way of maintaining distancing measures.
“They can even have a doctor’s appointment when they’re still in their pyjamas!”
Barbara said technology glitches and hearing problems are best handled with a sense of humour and patience.
“We deliver healthcare through videoconferencing using an iPad or Facetime for those with an Apple phone,” Barbara said.
“The Darling Downs West Moreton Primary Health Network has very generously provided a laptop to support the delivery of video consultations.
“Video consultations are the same as a regular face-to-face appointment, except the healthcare provider joins their patient in a virtual consultation room rather than a physical one.
“Patients enter the virtual clinic waiting area via a link sent to their phone or email.
“Health professionals log into the virtual clinic and join the patient in their confidential and secure virtual clinic room.
“These changes show our community is adaptable to change and willing to learn new skills, and we’d like to thank patients for being receptive to new technology and processes.
“Whilst COVID-19 has provided some challenges and required a new approach to the delivery of healthcare, patients can be reassured that their safety and wellbeing continues to be the priority at Peppertree Medical.
“Our values and culture of service are still the same – being a smaller practice, we have the flexibility to quickly implement new changes and adapt processes as required.
“Instead of COVID-19 being a barrier to offering healthcare, we see it as an opportunity to show strength and determination to offer healthcare no matter the circumstance or location.
“Support staff have embraced the challenges and cheerfully taken on an increased workload, including advocacy on behalf of the patient to various providers – I’d like to say a big ‘thank you’ to them for turning up every day in a constantly changing environment.
“So yes, the circumstances are different, and how we are delivering our services to the community is different – however, we’re still providing the same level of care and our values are still the same.
“As a positive out of all this, we believe we are further strengthening our relationships with patients and our health colleagues.”
• Peppertree Medical is conveniently located at 107A Fitzroy Street, Warwick. Tel (07) 4661 3722 and visit them at – www.peppertreemedical.com.au
