Telehealth offering virtual support through pain management services
With COVID-19 jumpstarting the implementation of one of the most ambitious health reforms the Australian health sector has seen, it is encouraging to note that the major expansion of telehealth services has ensured ongoing access to care during these times of social distancing. While the aim may have been to reduce healthcare workers’ and patients’ exposure to infection, it has paved the way for some very welcome change across pain management.
Margaret Vandermost, Senior Clinical Psychologist, Gold Coast Health, shares her experience of new ways of working during the COVID-19 response. Her story highlights the need to assess and review patients’ views on the changes to make sure the right practices can be retained in the new normal.
“It is interesting to look at Business As Usual pre-COVID and assess what has changed and whether it is useful or not. From a persistent pain management point of view, our patients were often failing to show for appointments–roughly 30% of booked appointments. With the introduction of telehealth appointments, and alternative measures for those with limited connection–we’ve experienced a significant reduction in those that fail to show up for appointments. Currently, our rate of no-show patients is down to approximately 10%, with most patients contacting us ahead of time and rescheduling, rather than a no-show.
Margaret and the IPPC team meet virtually to discuss patient experiences.
These days, our cohort is more comfortable attending appointments from their living room or bedroom, but I am still unsure whether this change is positive. The positive side to staying at home means we have the ability to maintain frequent contact, but contrarily, this impacts the work we’ve put towards creating opportunities and reintegrating our patients into ‘life outside’. As a psychologist, I still see face-to-face as the gold standard, allowing me to see the micro changes in behaviour that can create therapeutic space. When we return to the ‘new normal’, I believe a compromise in this working arrangement is most appropriate; face-to-face as the first line offer, and telehealth as a backup, to support patients when their circumstances prevent them from attending.
We’ve found new ways of working through these unique times but want to ensure that these changes work for our patients. At the moment, we’re surveying all our patients to understand the effectiveness of our telehealth services, and whether this is something we can continue to integrate into the new normal as and when it arrives.”
If you have been accessing pain management through telehealth this year, we would love to hear from you. Please share your experience by email to admin@painaustralia.org.au.