1. Increase the availability of services for the vulnerable in our community.

2. Increase coordination and collaboration between other health professionals.

3. Increase awareness of available services through marketing.

4. Increase understanding of the difference between acute and primary healthcare, and the available options for healthcare in the Region.

5. Increase satisfaction of consumers with this service available.

• The vulnerable in our community

• Aboriginal and Torres Strait Islander people

• Families with children

• Rural and Remote Locations

• Palliative care patients and house-bound aged patients

• Aged patients living in residential aged care facilities

We consult with the RACFs to advise of the Telehealth service availability and establish a Service Level Agreement (SLA) which will enable marketing of the service to residents and their family and/or carers.

The QGSO (2018) data states the population of Aboriginal and Torres Strait Islander people is 4% across Queensland, however, in some communities the figure jumps to 15-30%. As such, ensuring cultural awareness and competency is vital.

Furthermore, Call My Doctor will consult the region to advise of the services we offer, and aim to implement an SLA to be the preferred supplier of our services for the Aboriginal and Torres Strait Islander Community. We also work closely with the Regions through regular meetings to discuss how the services are assisting the Aboriginal and Torres Strait Islander Community and to advise where Call My Doctor are performing well and where improvements may be required.

As above, our Telehealth Service is bulk billed for those patients who are Australian Citizens or Residents who hold a Medicare Card, Healthcare Card. This service will assist families with children by preventing the need in the after-hours period to take children out of the home environment and supports single-parent families by preventing the need to attend the ED. Call My Doctor will approach Day-Cares and other Community Organisation who provide services to families and children to advise of the services available.

Call My Doctor will service the remote communities, both with a minimum Modified Monash Model (MMM) rating of 4 and classified as RA3 (outer regional Australia). There are some areas which have a higher MMM rating.

Call My Doctor ensures that policies and procedures are adhered to (both clinically and non-clinically) to support the workforce. This will link to relevant Acts and Legislation. Call My Doctor will implement a feedback cycle for consumers, ensuring this is followed up internally as well as through regular meetings and discussions with GPs.

We will ensure this as we will be working alongside GP’s, Hospitals, Medical Providers, Community, Welfare Providers and Indigenous Groups to gain knowledge of any local changes and needs within the Region.

Our staff will undergo regular industry and general training keeping them up to date with the industry needs and requirements allowing them to perform their roles to the best of their abilities.

Clinical Governance is paramount for Call My Doctor and will be headed by our Medical Director.

There are seven areas of activity which are used to make sure we deliver the highest quality healthcare to our service users:

   1. Service User, Carer & Public Involvement

   2. Risk Management

   3. Clinical Audits

   4. Staffing & Staff Management

   5. Education & Training

   6. Clinical Effectiveness

   7. Clinical Information

As above, Call My Doctor provide bulk billed medical services to eligible patients. This is inclusive of palliative and house-bound patients. Call My Doctor engage with community and private providers of services for house-bound patients such as Blue Care, Right at Home, Council on the Ageing Queensland, Flex Choice and St John’s Community Care (to name a few) to advise them of the Telehealth services available for those patients who are house-bound or have palliative care requirements. Both the Patient and the Carer can utilise the services.

Our business model is based on one of non-complexity. We allow the public to consult a register Practitioner over the phone. We have professional Practitioners whose qualifications meet the charter of RACGP and AHPRA.

Call My Doctor will work in close collaboration with GPs in each region as well as Indigenous Groups to ensure seamless and integrated care is delivered to the community. To deliver on this, we will ensure that all records from each patient consulted are sent via encrypted messaging. Patient Notes will also be available via My Health Record for access by all Health Professionals if the Patient has opted in.

Where a Patient does not have a regular General Practitioner (GP), our Practitioners will work to connect the Patient with a regular GP. A Service Level Agreement (SLA) will be completed between willing GP providers which will enable Call My Doctor to place signs and information within the GP practices.

• increase geographic coverage

• improve access to under-serviced patient groups

• improve patient safety and quality through better clinical communication