Free doctor telehealth consults in cost-of-living measure – Aussie first

More than 2.2 million Aussies will have access to several free telehealth consults with doctors, in a private health insurance first, as part of a cost-of-living health measure, aimed at also relieving strains on emergency hospital departments and GPs.

Through Bupa’s digital health platform, Blua, eligible Bupa health insurance members will pay zero out of pocket costs for three telehealth bookings per person, per year, as part of their policy. They will have 24/7 access to doctors for consultations that may include general medical advice, repeat prescriptions or referrals.

Results from a ten month-long trial of Blua online doctors revealed most calls occurred outside business hours with 72% resolved on the initial call, 15% were recommended to visit a GP in person and only 1% advised to go to a hospital emergency department.

Bupa Clinical Director Dr Simon Benson said demand for telehealth services remained popular with patients due to its accessibility and convenience.

“This is about making medical care accessible and affordable 24/7 while taking some of the pressure off hospital emergency departments in the afterhours period,” Dr Benson said.

“As Australians continue to face cost of living challenges, we’re providing greater value for our customers, with up to three free consultations per person, per year, and ensuring they receive the ‘right care’ in the ‘right place’ at the ‘right time’ by focusing on quality and safety.

“Blua telehealth can also play an important role in assisting where patient demand is high and where there are long wait times to see a local GP.”

Dr Benson said 91% of telehealth consultations were delivered via video consultations, as many patients still wanted face to face connection with their doctor, while the remainder were telephone consults.

Data from the online doctor trial revealed consultations for cough, fever, cold and headache were most common, followed by prescriptions or medical certificates.

As part of Blua, many of Bupa’s 4.4 million customers also have access to an online door-to-door chemist delivery service. Since launching earlier this year, most of the orders have been for e-scripts which have free delivery.

Dr Benson said Blua online doctors and chemist delivery were about simple, person-centred care.

“The pandemic has changed how people want to access their healthcare and we are making sure it fits in with their changing health and wellbeing needs,” he said.

“We know GPs play a vital role in Australia’s primary health system and Blua online doctors is designed to support the healthcare system, and not replace family doctor relationships.”

Bupa customers will have access to a network of more than 150 Australian-based credentialled doctors through a partnership approach with providers. To ensure continuity of care, patients will have a care summary uploaded to their My Health Record, subject to consent.

The Bupa Pulse Check, an independent survey of more than 2000 Australians, found the top drivers of online care were no need to travel, convenience, more affordable, quicker/less wait times and ease of access.

Telehealth fast facts:

Why people are choosing online healthcare:

Don’t need to travel – 39%

Convenience – 38%

Don’t need to wait in a clinic – 36%

Quicker and less time consuming – 33%

Usually just need something small (repeat medication, results) – 30%

Can access from anywhere – 29%

Cheaper – 16%

Common reasons for consultations: 

• Migraine
• Renew prescription
• Medical certificate
• Coughing
• Cold and flu
• Anxiety
• Check-up
• Acne
• Allergy
• Back pain
• Covid
• Diarrhoea
• Stomach pain

 *Source: Blua telehealth trial data October 2023 – September 2024