Overview
Initiative type
Model of Care
Status
Close
Published
23 April 2026
Summary
The Princess Alexandra Hospital Gastroenterology Virtual Service is a telehealth-first model designed to improve patient access, streamline workflows, and enhance care delivery. It integrates virtual consultations across the patient journey, from initial referral to post-procedure follow-up, supported by automated communication and virtual check-in processes.
Key dates
Jul 2020 - ongoing
Implementation sites
Princess Alexandra Hospital
Partnerships
Metro South Virtual Care Enablement Team
MSH Clinical Information (CI) Systems Management
PA Hospital Gastroenterology Virtual Service - Virtual Care Community of Practice Webinar
Aim
To implement and optimise a virtual-first approach for gastroenterology outpatient services, improving patient experience, reducing failure-to-attend rates, and ensuring safe, efficient care delivery while maintaining clinical quality.
Outcomes
- High Attendance Rates: Approximately 94% attendance achieved.
- Scalability: Transitioned from one day/week to five days/week for virtual check-ins; Around 12,000 appointments per year - one of the largest virtual care services in Queensland.
- Improved Patient Experience: Enhanced communication and education resources (video, PDF brochures).
- Operational Efficiency: Reduced administrative burden, improved data quality, and streamlined scheduling.
- Clinical Benefits: Maintained continuity of care during disruptions (e.g., pandemics), supported chronic disease management.
Background
Upon referral to the service, all patients are booked for a video consultation. Out of catchment patients are accepted by this service when required. Video consultations are clinically appropriate for ongoing condition reviews and for pre and post procedure appointments with a medical officer. Nurse led endoscopy education clinics are booked as video appointments.
Patients are given the option to ‘opt out’ of video and request a phone or in-person appointment. All procedures in the service are provided in-person. The service evolved from initial telehealth adoption during COVID-19 to a fully integrated virtual-first model. Key drivers included patient convenience, limited physical clinic space, and organisational commitment to digital health innovation. Change champions and strong leadership facilitated cultural and operational shifts.
Specialties and sub-specialties include:
- Endoscopy Pre-Admission (Nursing)
- Consultant Gastroenterology
- Inflammatory Bowel Disease (IBD) Nursing
- Nutrition and Dietetics (managed externally)
- Pharmacy (managed externally)
Note: Exercise physiology was managed by the service during peak COVID-19 response.
Methods
- Patient Communication Optimisation: Automated SMS with educational resources (video and brochure), improved wording based on behavioural insights.
- Virtual Check-In Process: Administrative staff greet patients in a virtual waiting room, verify demographics, troubleshoot technology, preserve clinical time, and ensure readiness.
- Staff and Patient Education: Training for nurses and admin on telehealth troubleshooting; patient resources to improve digital literacy.
- Gradual Implementation: Started with select clinics and scaled up based on success.
- Technology Integration: Utilised ESM scheduling system and Message Media for SMS automation.
Discussion
The virtual-first model demonstrates significant benefits for both patients and staff. It reduces logistical barriers, enhances patient engagement, and preserves clinical time. Challenges include connectivity issues and the need for clinic-specific adaptation. Success factors include strong partnerships, continuous improvement, and robust change management. The model offers a replicable framework for other specialties seeking to adopt virtual care.
Key contact
Amanda Whaley
Clinical Nurse Consultant
Princess Alexandra Hospital