The RDNS Telehealth Journey
Connected Australia
Sydney October 2013

Philip Robinson
General Manager – Internal Investment...
The RDNS Telehealth Journey
Today’s Presentation
• RDNS in Perspective
• Telehealth underpinnings
• Telehealth Initiatives...
The RDNS Telehealth Journey
RDNS in Perspective
•
•
•
•
•
•

NGO
130 years old
Homecare provider supporting ageing in plac...
The RDNS Telehealth Journey
RDNS in Perspective
• 45,000 clients per annum
• Over 2 million visits per year

• Every day, ...
The RDNS Telehealth Journey
Telehealth – Department of Health definition
• Telehealth services use information and communi...
The RDNS Telehealth Journey
Demand for Services
• Ageing population
• Life expectancy increasing
• Support needs increase ...
The RDNS Telehealth Journey
Internal challenges
• Ageing workforce
RDNS Workforce
• Time to address
• Creating career opti...
The RDNS Telehealth Journey
External factors
• Changing purchasing arrangements
and competitive pressure
• Consumer experi...
The RDNS Telehealth Journey
Our Platform
• The RDNS Customer Service Centre
• Nurse led contact centre
• 24/7 operation
• ...
The RDNS Telehealth Journey
CSC Capability
• Receive referrals from individuals, hospitals
and healthcare professionals
• ...
The RDNS Telehealth Journey
Current Work
• Medication Management via video – utilising high speed broadband
The RDNS Telehealth Journey
The Video Medication Management Service Model
5 -6 Video visits
per week plus one
face to face...
The RDNS Telehealth Journey
Video Medication Management – the future
• Has delivered value
• Project period has concluded
...
The RDNS Telehealth Journey
Examples of the intangible benefits of Telehealth:
• Client One
– Increased frequency of video...
The RDNS Telehealth Journey
Current Work: NBN-enabled Telehealth Pilot
• Funded by DoHA (now DH)
• Partnership with Preced...
The RDNS Telehealth Journey
High intensity clients
• Remote monitoring in the home by RDNS from
CSC
• Video interactions
•...
The RDNS Telehealth Journey
Improved patient monitoring & deployment also needs:
• High-speed broadband that is:
– Readily...
The RDNS Telehealth Journey
Our criteria for successful Telehealth projects:
•
•
•
•
•
•

Clinical leadership and governan...
The RDNS Telehealth Journey
Key Messages
• RDNS is investing in and committed to
Telehealth-based service delivery
• Teleh...
The RDNS Telehealth Journey

Philip Robinson
T 03 9536 5267
M 0417 342 930
E probinson@rdns.com.au
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Phillip Robinson, RDNS - The RDNS Telehealth Journey

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Philip Robinson, General Manager: Internal Investments, Royal District Nursing Service (RDNS) presented "The RDNS Telehealth Journey" at Connected Australia 2013.

This conference is designed to help organisiations harness the opportunities that super-fast broadband will create, and explores the future impact of the NBN through the healthcare, education and consumer industries.

For more information, please visit the conference website: http://www.connectedaustralia.com.au/2013

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Phillip Robinson, RDNS - The RDNS Telehealth Journey

  1. 1. The RDNS Telehealth Journey Connected Australia Sydney October 2013 Philip Robinson General Manager – Internal Investments
  2. 2. The RDNS Telehealth Journey Today’s Presentation • RDNS in Perspective • Telehealth underpinnings • Telehealth Initiatives • The Future
  3. 3. The RDNS Telehealth Journey RDNS in Perspective • • • • • • NGO 130 years old Homecare provider supporting ageing in place Australia and New Zealand 2,500+ staff – clinical and home support RDNS Institute – leading centre for homecare research • Strong clinical focus
  4. 4. The RDNS Telehealth Journey RDNS in Perspective • 45,000 clients per annum • Over 2 million visits per year • Every day, over 8,000 clients receive a visit from RDNS
  5. 5. The RDNS Telehealth Journey Telehealth – Department of Health definition • Telehealth services use information and communications technologies (ICTs) to deliver health services and transmit health information over both long and short distances. It is about transmitting voice, data, images and information rather than moving care recipients, health professionals or educators. It encompasses diagnosis, treatment, preventive (educational) and curative aspects of healthcare services and typically involves care recipient(s), care providers or educators in the provision of these services directed to the care recipient Courtesy:
  6. 6. The RDNS Telehealth Journey Demand for Services • Ageing population • Life expectancy increasing • Support needs increase with age • Rise of chronic disease • Preference for remaining at home • Consumer expectations
  7. 7. The RDNS Telehealth Journey Internal challenges • Ageing workforce RDNS Workforce • Time to address • Creating career options • Demand on specialist nurses • Larger service footprint – Townsville to Hobart, Perth 800 700 600 500 400 300 200 100 0 Up to 25 to Dunedin. 26-35 36-45 46-55 56-65 66+
  8. 8. The RDNS Telehealth Journey External factors • Changing purchasing arrangements and competitive pressure • Consumer experience and expectations • Technology adoption and possibilities
  9. 9. The RDNS Telehealth Journey Our Platform • The RDNS Customer Service Centre • Nurse led contact centre • 24/7 operation • Call centre disciplines • Telehealth capability
  10. 10. The RDNS Telehealth Journey CSC Capability • Receive referrals from individuals, hospitals and healthcare professionals • Provide telephone based intake and assessment • Provide telephone advice • Co-ordinate face to face care • Provide telehealth services
  11. 11. The RDNS Telehealth Journey Current Work • Medication Management via video – utilising high speed broadband
  12. 12. The RDNS Telehealth Journey The Video Medication Management Service Model 5 -6 Video visits per week plus one face to face visit per week
  13. 13. The RDNS Telehealth Journey Video Medication Management – the future • Has delivered value • Project period has concluded • Finalising evaluation – High level of client satisfaction – High level of staff acceptance • Currently working on transition to BAU
  14. 14. The RDNS Telehealth Journey Examples of the intangible benefits of Telehealth: • Client One – Increased frequency of video calls was able to maintain the client in their own home despite an increasing level of Dementia • Client Two – RDNS was able to maintain video consultations with a client in a high risk Bushfire Area while “road” nurses were not allowed to visit • Client Three – Using video technology, a nurse recognised the early symptoms of heart attack & called “000” for an emergency response by paramedics • On arrival, the paramedics were surprised to see the nurse on a video screen
  15. 15. The RDNS Telehealth Journey Current Work: NBN-enabled Telehealth Pilot • Funded by DoHA (now DH) • Partnership with Precedence Healthcare (PHC) and involving a number of Medicare Locals, suppliers and universities • Chronic Disease Model based on a care team approach • Clients have to be connected to the NBN – Different cohorts – Low intensity – PHC – High intensity – RDNS
  16. 16. The RDNS Telehealth Journey High intensity clients • Remote monitoring in the home by RDNS from CSC • Video interactions • Liaison with GPs • Support model based on virtual and F2F nursing • June 2014 conclusion – evaluation to follow
  17. 17. The RDNS Telehealth Journey Improved patient monitoring & deployment also needs: • High-speed broadband that is: – Readily Available i.e. able to be deployed in hours/days – Easy to Access i.e. affordable or free to the health client – Fast and Synchronous (bidirectional videoconferencing) • These criteria are largely met by the NBN, but – Important to roll-out to where the consumers are!
  18. 18. The RDNS Telehealth Journey Our criteria for successful Telehealth projects: • • • • • • Clinical leadership and governance Client selection criteria and enrolment processes Human Research & Ethics approval for evaluation Expert Reference Group including consumer groups Independent evaluation by major Universities Client (and carer) choice and consent paramount
  19. 19. The RDNS Telehealth Journey Key Messages • RDNS is investing in and committed to Telehealth-based service delivery • Telehealth is a service delivery mode not a service in itself • It has to work for the client – ease of use, health outcomes, cost, reliability • We have some way to go yet
  20. 20. The RDNS Telehealth Journey Philip Robinson T 03 9536 5267 M 0417 342 930 E probinson@rdns.com.au
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