The rapid uptake of telehealth in Australia during the pandemic has been life-changing for many patients. There has been less pain, anxiety and exhaustion from joining a consultation from the comfort of home.

Being spared the time and cost of travelling to an appointment – often sitting for long periods in a waiting room – has reduced the impact on work and income. And importantly, people who would have delayed or avoided seeking medical treatment due to the obstacles they faced, have gained much-needed care.

This is just some of the positive feedback collated by Health Consumers NSW (HCNSW) into telehealth changes since COVID-19. We provide a valuable window into patient experiences and observations during a period of significant change in Australian healthcare delivery.

This report highlights how critically important the consumer voice is in the design and implementation of the telehealth system moving forward. Patients, clinicians and system administrators, must partner and combine their strengths and expertise to effectively prioritise, design and implement innovative, safe and quality health services for the benefit all.