Author: Lucy

The Code – the first of its kind in Australia – builds on the National Safety and Quality Primary and Community Healthcare Standards published by the Australian Commission on Safety and Quality in Health Care. It introduces additional safeguards tailored to digital care models, including governance mechanisms to ensure the clinical appropriateness of treatments and services, particularly in models focused on single-condition or high-demand presentations.

It addresses safety and governance standards to guide the appropriate use of asynchronous care, emergency escalation and transfer processes, the responsible application of artificial intelligence in clinical settings, and timely follow-up of diagnostic results.

The launch of the Code comes two years after Wesfarmers Health acquired InstantScripts, a leading telehealth provider that offers a comprehensive suite of online medical services. During this time, InstantScripts has undergone an extensive program to uplift clinical governance to support the delivery of safe, high-quality digital health services that meet the highest clinical standards.

Emily Amos, Managing Director of Wesfarmers Health, said the Code responds to the growth in telehealth services, and an increasingly fragmented and inconsistent application of clinical standards across the sector.

“Telehealth is making Australians’ health experiences simpler, more affordable and easier to access. It is critical that quality and patient safety are not compromised in the process.

“As the largest and most comprehensive provider of telehealth services in Australia, Wesfarmers Health recognises the responsibility that comes with our scale. We are committed to defining and upholding best practice, not only within our organisation but across the industry.

“The Wesfarmers Health Telehealth Code of Practice sets a standard for telehealth operators to uphold patient safety, quality assurance and professional accountability in a digital-first environment,” she said.

Wesfarmers Health has developed the Code in close consultation with experts in patient safety and primary care, including members of its Clinical Governance Advisory Council (GGAC).

Adjunct Professor Debora Picone AO, Chair of the Wesfarmers Health CGAC said the Code had been developed to ensure telehealth services operate with excellence, integrity, and patient-centred care at their core

“The Code’s purpose is to establish and maintain standards for safe, effective, and ethical telehealth operations, setting a benchmark for best practices across the industry. By adhering to these principles, we will strengthen public trust, enhance health outcomes, and shape the future of telehealth in Australia,” she said.

Dr Sarah Cavanagh, InstantScripts Chief Medical Officer, said the Code is now operational, applying to patients and consumers, health practitioners, and other non-clinical team members across four domains: Clinical Governance, Partnering with Consumers, Clinical Safety and Compliance Obligations.

“The Code is not theoretical: it captures the substantial work we have undertaken within InstantScripts over the past two years to uplift our clinical governance systems, strengthen safety protocols and embed clinician accountability across all aspects of our model of care,” she said.

Wesfarmers Health looks forward to sharing the Code, and the approach taken in developing it, with stakeholders in the health sector to move the industry forward.

The Wesfarmers Health Telehealth Code of Practice can be accessed here.

A supporting document that summarises the Code’s critical criteria, key measures and evidence requirements can be found here.

Wesfarmers Health is working with a number of community pharmacists to pilot a small-format, health-focussed pharmacy, InstantScripts Pharmacy Health Hub. The first InstantScripts Pharmacy Health Hub has opened in Sandgate, Brisbane providing convenient access to scripts and health care products as well as preventative health checks, vaccinations and assistance with chronic disease management. Customers and patients will also be offered competitive pricing on everyday essential products available within the store, supported by an expansive private label range.

Wesfarmers Health Chief Customer Officer Richard Pearson said, “Trialling new retail formats is one of the ways we are delivering simpler, more affordable and easier to access health, beauty and wellness experiences. We have identified a market opportunity for a small format, health focussed pharmacy to complement our existing Priceline Pharmacy network.

“InstantScripts Pharmacy Health Hub recognises that pharmacists are very often a patient’s first port of call when a health issue arises. The new format supports pharmacists to practise to the top of their scope of practice in support of their patients. Where appropriate, InstantScripts PHH pharmacists will have the ability to offer patients who cannot access their regular GP the opportunity to consult with an InstantScripts telehealth doctor.

“Importantly, we have put considerations around patient safety and choice at the core of developing this new format pharmacy concept, and these are embedded in how the team will be delivering in-store services,” said Richard.

InstantScripts Pharmacy Health Hub Sandgate opened on 30 June, with more pilot stores expected to open in Victoria and New South Wales later this year.