Episode 171

Improving Patient Care: Professor Claire Jackson on the Future of E-Consult Services

In this episode, Dr Anna Mullins speaks with Professor Claire Jackson, a professor of general practice and primary care reform at the University of Queensland, about the e-consultation model and its impact on rural healthcare.

Professor Jackson describes the early days of the e-consult model, inspired by a successful program in San Francisco, and how it was initially trialled with positive results at Camp Hill Healthcare. The model, involving advice provided to GPs via a shared electronic medical record and email communication, has since expanded across Western Queensland and includes various clinicians from multiple medical specialties.

Delving into the role of Queensland Health in funding the e-consult model and discusses the importance of scaling the service statewide. Professor Jackson highlights the critical mass of referrals needed for service efficacy, as evidenced by experiences in Canada. She also addresses the challenges faced in getting GPs to notice and use the e-consult service.

They then discuss the broader challenges in general practice, such as administrative workload and funding issues. Professor Jackson reflects on how funding for general practice has evolved over the last 40 years and the current struggle to lobby for affordable support. The conversation emphasises the significance of maintaining a strong patient-GP relationship, especially during changes in practice models, and the unique mentorship and growth opportunities within the profession.

She notes the environmental benefits of e-consults, with a significant reduction in face-to-face visits and carbon footprint in rural areas. Furthermore, over 90% of GPs reported that the e-consult service greatly assisted in their management of cases and provided them with valuable educational advice.

Concluding with a discussion on the expansion plans for the e-consult service and the collaboration with the University of Ottawa to incorporate more specialties, thereby encouraging greater use among GPs.


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Tim Koh

Dr. Tim Koh is a General Practitioner and practice owner based in Perth, Australia, with over 20 years of experience. Throughout his career, Tim has been continuously involved in GP education and teaching GP registrars. As the host of The Good GP podcast, Tim provides expert insights and practical advice for GPs and other health professionals. Passionate about evidence-based medicine and teaching in general practice, Tim addresses a wide range of topics relevant to primary care, keeping listeners informed about the latest issues affecting the field.
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Krystyna de Lange

Dr Krystyna de Lange is co-host of The Good GP and dedicated General Practitioner with nine years of experience in primary care in Australia. Passionate about the full spectrum of medicine, she thrives on the opportunity to support her patients’ diverse health needs. She has a specific interest in the areas of Aboriginal and Torres Strait Islander health, womens health and chronic disease management.

Since joining The Good GP podcast team in 2019, her goal has been to empower fellow practitioners with the latest insights, best practices, and valuable discussions on essential health topics. With her approachable style and deep commitment to community health, she fosters an engaging environment that encourages learning and collaboration.
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Sean Stevens

Dr Sean Stevens, a seasoned General Practitioner with 27 years of experience, is a pioneer in medical education and podcasting. As one of the founding voices of The Good GP Podcast since 2016, he has personally contributed to over 60 episodes of their 170+ episode catalogue, sharing invaluable insights with the medical community. Recognised as Australian GP Supervisor of the Year, Sean combines his passion for education with a commitment to embracing new technologies. He is dedicated to empowering fellow GPs and promoting quality care in general practice.