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Ungooroo Aboriginal Corporation, based in Singleton on Wonnarua Country, expanded the use of telehealth during COVID-19 after previously using it for some specialist services. This case study highlights how telehealth was used within an Aboriginal community-controlled service to improve access, reducing ‘fail to attend’ appointments and supported provision of test results and follow-ups in a regional area.
COVID-19 accelerated the use of telehealth, especially in regional and remote areas creating conditions for services to adopt it more quickly. This case study shows how telehealth can improve access to specialist professionals, reduce travel-related barriers, making it more convenient, while supporting more flexible care delivery, when specialist services and transport options are limited.
Ungooroo (uhn-GOO-roo) Aboriginal Corporation, located in Singleton (Wonnarua Country) in regional New South Wales, built on earlier telehealth use for specialist services and expanded it across general appointments, test results, follow-up care and planned medication support through e-scripts. Staff described benefits that helped address barriers in regional service delivery, including greater flexibility, fewer missed appointments, more efficient follow-up and improved access to specialists and allied health professionals.
Aboriginal and Torres Strait Islander people using the service also valued the convenience, particularly the time and travel saved. At the same time, the service made clear that telehealth was not intended to replace face-to-face yarning, with an ideal future balance of around 30 per cent telehealth and 70 per cent in-person care.
Implementation was supported by prior experience with some telehealth use, rapid staff adaptation and practical changes to technology, procedures and workflows. The service also kept face-to-face care available for people who needed to be seen in person.
This case study highlights the value of careful planning, external setup support from technology consultants and staff training to help services introduce telehealth successfully to avoid losing staff confidence early in the process.
For workforce and practice, this case example highlights that telehealth requires more than technology alone. It depends on staff confidence, clear procedures, practical workflow changes, service-level judgement about when telehealth is appropriate and continued access to in-person care where relationship-based and culturally important face-to-face contact remains essential.
This evidence-based case example has been adapted from the original source to fit ARIIA’s format. For full detail and context, refer to the original article in the link provided.