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

The Good GP

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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