Your experience of virtual care

Closed 12 Jul 2020

Opened 26 Jun 2020

Feedback updated 30 Mar 2021

We asked

Metro North Hospital and Health Service collected over 1000 patients experiences of virtual care in outpatient settings. The responses were received from March 2020 to January 2021 using a standardised online survey tool via both telephone interview and SMS. 

We sought to answer five questions about how virtual modes of care could be made accessible, safe and effective for patients:

  1. What is consumers’ perception of “virtual care”?
  2. How can consumers be partners in the decision about which mode of appointment is offered?
  3. What are consumers’ perceptions of the risks with virtual care?
  4. When is virtual care not appropriate for consumers?
  5. How do we enhance access to virtual modes of care to ensure access for all?

You said

Participants defined virtual care as being:

  • able to save time when accessing appointments (efficiency value),
  • able to improve collaboration across a multidisciplinary team (relational value) and
  • less stressful in accessing services (emotional value).

Consumers wanted to request a virtual mode as part of a “package” of care options and wanted assurances their shared information was safe.

There was no single agreed position on what is not appropriate for virtual care and therefore Metro North should be clear and transparent on which services are and are not suitable.

There is recognition that no single solution would provide the diverse accessibility, technological and medical requirements needed to engage all consumers, but telephone is a good start.

Consumers expressed a strong interest to be able to record their virtual care sessions.

Overwhelmingly, patients/consumers/carers see benefits for virtual care, and they want the option to choose this mode.

Telephones are accessible to all patients at present, unlike video technologies. However, patients identify possible communication barriers in telephone consultations versus the visual acuity of video consultations; for example, the clinician not being able to see the patient’s non-verbal cues and vice versa.

Consumers would like to see a gradual increase in the use of video calls, alongside staff and patient education in the use of video healthcare modes.

We did

Metro North continues to liaise with consumers across Metro North including those who identify as First Nations and consumers with a CALD background to gather feedback on the questions. We have drafted a Virtual Care in Metro North Strategic Intent. We will ensure virtual health is approached consistently across Metro North. 


Metro North Hospital and Health Service would like to hear about your recent virtual care experience.

"Virtual" refers to video or phone communication instead of attending a facility in person.

Your response will be treated confidentially.  Completion of the survey is voluntary and you do not need to provide any personal details that would identify you.  The survey should take 5 minutes to complete.

We value your feedback and thank you for helping us deliver better care.


  • Consumers / patients


  • Consumer feedback