Improving patient experience of telehealth with a consultation summary tool
Project lead
Dr Mahima Kalla
Key partners
- Monash Health
- Digital Health CRC
- Health Direct Australia
– Dr Clare Morgan, Deputy CEO and Director of Research, Translation and Commercialisation |  |
Opportunity
Patients leave telehealth consultations without a summary of what has occurred and what will happen next. This gap in communication risks poor patient experience and reduced continuity of care.
Intervention
The Centre’s research team applied a co-design approach alongside clinical simulation studies to develop and evaluate a consultation summary tool for telehealth settings. The work included clinical evidence generation focused on usability, acceptability, and equity.
Impact of simulation
Clinical simulation revealed that clinician time unexpectedly increased when using a tool designed to improve efficiency — a paradoxical workflow impact that may have gone undetected without pre-implementation testing.
Tool design was subsequently adjusted based on usability, acceptability, and equity insights, generating key evidence to justify a full pilot within a Victorian virtual emergency department.