Wesfarmers Health has launched the Telehealth Code of Practice, a benchmark for safety, quality, governance and accountability in telehealth service delivery.
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.