How Emily took advantage of one of the few ‘good things’ to come out of COVID

When Emily West moved to northern NSW eight years ago, medical receptionists were regularly bamboozled when she tried to book a video appointment with her specialists back in Sydney.

But better access to telehealth options since the COVID-19 pandemic has been a “lifesaver” for the 36-year-old, who has multiple sclerosis and has been immunosuppressed since undergoing a stem cell transplant and chemotherapy last year.

“I was locked in my home for a little while, [so] the ability to have telehealth appointments not only for me but my son, and my partner, has been incredible,” she said. “It’s been a game changer, one of the good things come out of the pandemic, I think.”

New analysis released on Wednesday shows telehealth accounted for one in every 10 public specialist appointments and one in every five GP appointments in NSW, less than during the height of the pandemic but a massive increase on the one per cent of Medicare-subsidised appointments conducted over phone or video call in 2019.

In a survey of more than 2000 patients released alongside the Medicare analysis, patients who frequently used telehealth were more likely to rate their overall care highly and use it again if given the choice.

Bureau of Health Information chief executive Diane Watson said virtual care was now being used “as an alternative to, rather than as an addition to” in-person appointments.

West, who lives in Pottsville near the Queensland border, said the technology was particularly helpful for patients such as herself whose regular visits to the doctor wouldn’t be possible face-to-face.

“In northern NSW, medical specialists don’t exist … to go and see a GP or a specialist, you’re looking at a one-hour round trip at least,” she said. “With telehealth, you can just access them at the click of a button.”