Health New Zealand | Te Whatu Ora is offering one-off infrastructure grants of up to $10,000 to create private digital spaces for online GP consultations at urgent care services, after hours facilities, rural hospitals, and integrated health services.

The funding initiative comes as the government's 24/7 Online GP Care service falls short of expectations, delivering 60,600 consultations between May 2025 and mid-January 2026 against projected annual targets of 410,000 subsidised consultations, the General Practice Owners' Association (GenPro) says.

An ROI released by Health NZ says selected services will receive funding to create private, digitally enabled spaces onsite where patients can do online GP consultations.

"This initiative is designed to improve access to primary care by enabling people to complete an Online GP consultation at trusted points of care, particularly for individuals who face challenges accessing or enrolling with a general practice," the documentation says.

The funding covers laptops or screens, audio hardware and headphones, digital connectivity, and booths or fit-out of private consultation spaces.

Up to 20 services may also receive ongoing support for subscriptions to basic remote examination devices such as TytoCare.

The documents say funding will be prioritised for services based on access and community need, with preference given to services supporting rural or remote communities, areas of high deprivation, and locations with limited access to general practice.

Meanwhile, GenPro chair Angus Chambers says the government's broader telehealth investment is failing to meet its objectives.

The government launched a 24/7 telehealth service called Online GP Care in mid-2025, as a convenient alternative for lower-acuity care and a way to reduce demand on emergency departments.

GenPro says emergency department demand continues to rise despite the telehealth rollout. Between October and December 2025, 340,967 patients attended EDs, compared with 332,110 in the same period in 2024.

"Telehealth was meant to ease pressure on our Emergency Departments. Clearly it isn't achieving that,” Chambers says.

"The government should redirect its $165 million investment in telehealth to what patients actually want: accessible, face-to-face care in their communities.”

A GenPro survey of 1,798 patients found that 87 per cent prefer in-person consultations with their regular GP. 

"Telehealth can play a role in healthcare, but it should complement, not replace, traditional general practice,” he says.

Expressions of interest for the Health NZ funding can be submitted until 23 April 2026.

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Telehealth is falling far short of expectations, with fewer patients using the service than predicted— and it’s not easing pressure on New Zealand’s emergency departments, says Dr Angus Chambers, Chair of the General Practice Owners’ Association (GenPro).

“The government should redirect its $165 million investment in telehealth to what patients actually want: accessible, face-to-face care in their communities. Additional funding support would also help general practices keep fee increases to a minimum this year,” says Dr Chambers.

When the Government launched 24/7 telehealth services in mid-2025, it promised a convenient alternative for lower-acuity care and a way to reduce demand on emergency departments. But the latest figures reveal the initiative is struggling to deliver.

A Government business case projected 410,000 subsidised telehealth consultations annually, yet only 60,600 consultations were delivered between May 2025 and mid-January 2026.

Meanwhile, emergency department demand continues to rise. Between October and December 2025, 340,967 patients attended EDs, compared with 332,110 in the same period in 2024, despite a slight increase in throughput.

“Telehealth was meant to ease pressure on our Emergency Departments. Clearly it isn’t achieving that,” Chambers says.

“Patients are still presenting to emergency departments in large numbers. The service is nowhere near as popular as predicted, and it’s therefore not achieving its core objective.”

Chambers says the reasons are clear. “A GenPro survey of 1,798 patients found that 87 percent prefer in-person consultations with their regular GP. People want continuity, trust, and face-to-face care. Telehealth is largely a second-best option for most patients.”

Compounding the issue, telehealth is mostly being used by urban, employed, young adults – people least likely to present at emergency departments. This limit’s the service’s ability to reduce ED demand.

“These figures expose fundamental flaws in the telehealth policy,” Chambers says.

“This was a significant public investment, yet it is not delivering value where it is most needed. Uptake is low, it is not evidence-based, and it’s failing to support the health system as intended.”

Ahead of the 2026 Budget, GenPro is urging the government to redirect funding into strengthening community-based general practice.

“At a time when GPs are under enormous pressure, investing in in-person care would improve access, support continuity, and help reduce cost pressures on patients—while more directly addressing the drivers of emergency department demand,” Chambers says.

“Telehealth can play a role in healthcare, but it should complement—not replace—traditional general practice.”

Source: General Practice Owners’ Association media release

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New Zealand’s next leap in digital health is about models of care, not technology  

For more than two decades, New Zealand has been experimenting with telehealth - Plunketline, Healthline, telepaediatrics, regional stroke services - none of this is new.

We did not begin the Covid19 pandemic as a digitally naive system, even if at times it felt that way. 

And yet, despite this long history, we are still prone to having the same conversation - does telehealth work? 

That question is now largely the wrong one. The more useful, and more uncomfortable question is this: what happens when we try to use telehealth without changing how care is organised?  

Telehealth does not clone people 

One of the most persistent myths in digital health is that technology, by itself, creates capacity. That a video consultation somehow bends the laws of workforce physics when it does not. 

Traditional hospital care is constrained by two things, clinician time and physical infrastructure. Telehealth as straight substitution - a clinician on a screen instead of in a room - changes the location of care, but not the constraint. One clinician still delivers care to one patient at a time. 

This is why many clinicians emerged from Covid feeling bruised rather than liberated. Telehealth was layered onto already stretched workflows, often without administrative support, redesigned triage, or clear escalation pathways. The benefits accrued largely to patients - less travel, less waiting - while the cognitive and operational burden landed squarely on staff. 

Technology enabled continuity, but did not transform the system. 

When capacity does appear 

Capacity gains begin to appear only when telehealth is paired with new models of care; deliberate triage, delegation and role redesign, team based escalation,  protocolised pathways and clarity about who is responsible for what, and when. 

In other words, telehealth becomes a force multiplier only when it is coupled with service redesign. 

This distinction matters, because it shifts the conversation away from platforms and towards clinical governance, workforce design, and flow. It also helps explain why some virtual services scale safely and others simply create more work. 

Enter the virtual hospital 

Internationally, there is increasing clarity about what a Virtual Hospital actually means and it is not a collection of video clinics. 

The literature describes virtual hospitals as centralised, multidisciplinary hubs delivering continuous, hospital level care remotely. They are designed for defined populations - particularly people with chronic disease, frailty, or high risk of admission - and they operate proactively, not episodically. 

Telehealth is part of the toolkit, but it is not the organising principle. This framing aligns closely with the consensus reached at New Zealand’s Virtual Hospital Symposium in early 2026, where clinicians, system leaders, and digital health experts converged on a pragmatic view: 

“A virtual hospital is not a building, not an app, and not a bolt on service, it is a hybrid model of care, intentionally integrating virtual and in person services under clear clinical governance.” 

Notably, the symposium placed equity, workforce sustainability, and interoperability at the centre of design, rather than assuming these would emerge later as ‘benefits’. 

Hospital in the Home and the discipline of definition 

Hospital in the Home (HiTH) is often cited as evidence that virtual models “work”. The evidence does support this, but only when HiTH genuinely substitutes for a hospital bed. 

When HiTH is tightly defined, clinically governed by hospital services, and resourced appropriately, outcomes are comparable or better for selected patients, with reduced bed days and pressure on acute services. 

When definitions loosen, and HiTH becomes a relabelled community service or a monitoring overlay, both evidence and credibility erode. 

This definitional discipline is not pedantry, it is what protects clinicians from being asked to deliver hospital-level responsibility without hospital-level support. 

Remote Patient Monitoring

Remote Patient Monitoring (RPM) does not treat patients: it does not replace clinical judgement and on its own, it does not reliably reduce admissions or costs. 

The literature, and lived experience, suggest a blunt truth: RPM amplifies the quality of the system it sits in. In a well-designed pathway, it supports early intervention and confidence. In a fragmented one, it generates alerts, workload, and frustration. 

RPM works best when treated as infrastructure, embedded in Virtual Hospital or HiTH pathways with defined thresholds, escalation authority, and workforce capacity to respond. Otherwise, it risks becoming very expensive reassurance. 

Is virtual care the panacea? 

No, and it never was, but governed well, virtual care enables something genuinely important: care without walls. This is care that is not constrained by geography, buildings, or historical service silos. 

Achieving this is not primarily a technological challenge. It is definitional, organisational, cultural and clinical. 

Which is why this conversation belongs not just in IT forums, but in Clinical Senates, governance rooms, and workforce planning discussions. 

If telehealth were a pill, we would not prescribe it indiscriminately. We would ask about indication, dose, combination, and monitoring. Digital health deserves the same clinical discipline. 

The next leap for New Zealand will not come from better platforms alone. It will come from clarity about models of care, and the courage to redesign them.  

Author note: 
This piece draws directly on insights presented to the New Zealand Clinical Senate and discussions from the Virtual Hospital Symposium, reflecting both international evidence and New Zealand clinical consensus. 

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The Northern Region's Hospital at Home (H@H) programme is supporting around120 patients daily, with plans to expand to 200 patients by the end of the next financial year.

The service is having a significant impact on hospital capacity by effectively freeing up around 80 beds daily across the region's hospitals.

The home-based service combines continuous remote monitoring using wearable devices, intermittent monitoring devices, virtual ward rounds and in-person interventions, with 60 percent of patients on any day receiving in-person interventions and 40 percent of patients receiving virtual care as an alternative.

Erik McClain, clinical lead Northern Region H@H, says that since launching at Auckland Hospital they have seen a reduction in general medicine length of stay by one day.

With those wards seeing up to 220 patients daily, shaving a day off length of stay has a massive impact, he says.

Counties Manukau was the first to develop and implement H@H pathways supporting admission directly from the Emergency Department (ED) Medical Assessment Unit. Half of all patients admitted to H@H in Counties Manukau now come directly from the ED, avoiding a hospital admission altogether.

Other sites are planning to implement similar direct admission routes within the next few months. 

As the three Metro Auckland districts, H@H services were developed rapidly in response to the challenges created by the Covid-19 pandemic and in 2023 the Northern Regional Provider Group tasked the region as a whole with expanding H@H services.

Te Tai Tokerau went live with their first patients in March 2024, completing the regional rollout.

Penny Magud, interim regional operational lead for Northern Region H@H, says a key component of the regional service is the 24/7 virtual coordination hub staffed by virtual care nurses who monitor patients using remote wearable devices and intermittent monitoring equipment. 

The digital technology enables the service to support more patients, including those with higher acuity, through 24 hour oversight and virtual vital sign monitoring.

The wearable currently being used by H@H allows the team to monitor six different vital signs (HR, BP, RR, SPO2, Temperature and ECG), along with cardiac algorithms. A virtual care dashboard operates 24/7, prioritising patients based on early warning scores generated from their vital signs data.

"All patients receive virtual care as part of the hybrid model of care, as each patient is reviewed in a virtual ward round each afternoon, which are led by our H@H clinicians (SMO/Nurse Practitioners) ” Magud explains.

“This winter we are aiming for 150 patients at any given time to be supported in H@H across the region, with a vision that by end of the 2026-2027 financial year we will be supporting around 200 patients on any given day of the week”.

McClain says the programme has expanded beyond general medicine to include post-operative cardiothoracic surgery patients, with plans to add pre and post-operative vascular patients. New pathways from the ED for cardiology and general medicine patients admitted directly to H@H go live next month.

Future developments include bringing patients from Northland and Waitematā to Auckland for surgery, with pre and post-operative care provided through H@H. 

Caroline Ogilvie, project manager for digital delivery Northern Region Digital Services, says the team is working on sponsored data arrangements to ensure patients can access the service without the cost of data being a barrier.

"The patient can directly text or call the virtual care hub and also the virtual care hub can directly contact the patient by video call/ SMS/ in app messaging and push educational materials and patient questionnaires," she says. 

Patient satisfaction is high, with net promoter scores reaching 98-99 percent against a target of 90 percent, Ogilvie adds.

The Northern Region has had more than 7,000 admissions to Hi@H over the 12 months with nearly two thirds of patients over 70-years-old.

Magud says the programme reflects the area’s diverse patient population. Around 18 percent of H@H patients identify as Māori, 33 percent as Pacific peoples and 18 percent as Asian.

Image: Erik McClain, clinical lead Northern Region H@H

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South Taranaki Rural Health has implemented virtual consults using locum doctors to address staff shortages and maintain patient access to care.

The hybrid model, launched in December 2025, involves patients getting in-person nursing assessments before connecting with remote doctors who have full access to the practice's patient management system.

Practice manager Lisa Zame says this means the practice can continue to provide appointments for routine and acute care without having to cancel appointments or extend wait times.

The system reduces pressure on GPs as virtual locum doctors also support administrative tasks like managing patient inboxes and reviewing laboratory results.

"This means the clinicians on the ground can focus on patients that need to have physical exams or procedures done," Zame explains.

Patients generally attend the practice rather than connecting from home. They arrive 15 minutes before their scheduled appointment to see a nurse who does vital sign assessments, including blood pressure, height, and weight measurements and any other tests that are needed.

Nursing staff also photograph skin conditions or other visible symptoms to share with the remote doctor.

"That nurse is trying to be the ears and the eyes for the doctor at the other end, and trying to capture as much information as possible," she says.

Initially some patients were hesitant and nervous, particularly elderly patients who worried about managing the technology, but they have grown in confidence after becoming familiar with the system.

Zame says that without virtual consultations, the practice would face significant challenges managing patient demand and wait times would create additional pressure on staff and potentially drive patients to emergency departments.

The hybrid model also creates opportunities for preventive care screening with nurses identifying patients overdue for cervical screening and other testing during the same visit.

Both clinical and administrative staff needed time to understand which conditions could be managed virtually versus those needing in-person examination.

"We just learned as we went and we got good feedback from the locum doctor at the other end about what they could and what they could not manage virtually," Zame says.

Image: South Taranaki Rural Health Practice Manager, Lisa Zame

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Alcidion has signed a contract with Gold Coast Health to implement its Miya Precision platform to support remote patient monitoring (RPM).

The agreement will see Alcidion deliver an end-to-end remote patient monitoring solution, enabling the health service to extend virtual care into patients' homes. The initiative is designed to support patients who can be safely monitored outside the hospital, reducing unnecessary admissions and freeing up capacity for those who need it most.

Gold Coast Health operates three hospitals and a network of community health facilities, serving one of Australia’s fastest-growing regions. With demand for healthcare services continuing to rise, the health service has been at the forefront of exploring virtual care models - recognising that the future of healthcare isn’t just about building more beds, but about delivering care in smarter, more flexible ways. 

Virtual care approaches that gained traction during the pandemic are now maturing into core components of how health services operate, and Gold Coast Health is building them into its long-term care model. It’s an approach that aligns with the health service’s “Always Care” philosophy, which places person-centred care at the heart of everything it does.

The Miya Precision platform will integrate with Gold Coast Health's existing electronic medical record system to provide clinicians with real-time access to patient data captured through remote monitoring devices. Built to scale, the platform can grow alongside Gold Coast Health's needs and connect with existing and future systems as they evolve. The solution supports a range of devices, including third-party options and patients' own devices, capturing vital signs and biometric data that feed directly into clinical workflows.

Beyond data collection, the platform provides clinical decision support and configurable care pathways, enabling clinicians to spot early warning signs before they escalate to empower patients to take an active role in managing their health from the comfort of home. Initial applications are expected to focus on areas such as post-acute care and chronic condition management, where remote monitoring can have the greatest impact.

Dom Girolamo, Executive Director of Digital and Innovation at Gold Coast Health, said: “Digital‑enabled virtual care is a core enabler of the next generation of person‑centred models under development. 

“The ongoing enhancement of traditional hospital-based services into the home and community, is supporting a broader transformation of care delivery - creating a smarter, more flexible and digitally connected health service for the future.”

Alcidion CEO Kate Quirke said: “Remote patient monitoring is transforming the way health services think about capacity - it’s no longer just about hospital beds, but about meeting patients where they are. We’re proud to partner with Gold Coast Health on this initiative, which reflects a growing momentum across the sector toward virtual care models that are better for patients and more sustainable for health systems.

“With Miya Precision, we’re giving clinicians the visibility they need to intervene early and keep patients safely on track - turning data from the home into real-time, actionable insights at the point of care.”

Source: Alcidion media release

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Healthpoint and Whakarongorau Aotearoa have signed a Memorandum of Understanding (MoU), formalising a long-standing relationship that sets a shared direction for how the two organisations will continue to supportnwhānau to find the right care, at the right time, in an increasingly complex health system.

The MoU reflects more than a decade of collaboration across national telehealth, after-hours care, mental health, sexual harm services, and crisis response. It provides a clear framework for how Healthpoint and Whakarongorau will work together - not as owners of pathways, but as trusted stewards within a wider health and social services ecosystem, supporting access, navigation, and trusted information across the system.

Healthpoint Chief Executive Officer Kate Rhind says this formalised partnership will help to strengthen triage and navigation across all health and social services.

“Sometimes, systems become harder to navigate as new services and tools are added. This partnership is
intentionally working toward the opposite future.

“As services change and new ways of accessing care emerge, we will not lose sight of the human relationships at the centre of care. We want people to encounter clearer information, fewer obstacles, and less repetition. Navigation is never static. And it’s there to improve access not just for those who already know how the system works, but especially for people who have historically faced barriers.

“Whether someone starts with a google search that points them to a phone call to Healthline about an unwell tamaiti, a text for help to a 1737 counsellor, or a webchat, they are supported by a system that is increasingly joined-up,” says Ms Rhind.

At a time when health system integration and trusted navigation are increasingly critical, this agreement provides clarity and continuity for partners across the sector.

Whakarongorau Aotearoa Chief Executive Officer Glynis Sandland says the MoU is a moment to honour what has already been built, and a commitment to strengthening the relationship with intent.

“Together, we are focused on providing equitable access, supporting trusted navigation, and ensuring whānau can move through the health system with confidence, dignity, and trust.

“Healthline and Whakarongorau support millions of interactions each year. Our services are designed to help people from first contact, seamlessly through to trusted local care when required, in a way that fits their needs and their circumstances easily and safely — without being left to navigate complex pathways on their own.

“Wherever people begin, together with Healthpoint, we’re continuously improving a health system that grows with their needs,” she says.

At the heart of the partnership is a values-led approach for equity, cultural safety, and Te Tiriti o Waitangi, recognising that whānau experience the health system in different ways and that access must be designed to meet people where they are. Both organisations act as trusted kaitiaki, holding information and relationships with care, independence, and integrity, and enabling collaboration across government, community, iwi and sector partners.

The MoU recognises that any door is the right door - whether people seek support through telehealth, digital tools, community services, or frontline providers. Healthpoint and Whakarongorau will continue to support a diverse ecosystem of providers, technologies, and partners, prioritising interoperability, openness, and choice, and ensuring navigation pathways remain open, adaptable, and responsive to local and national needs.

It creates space for ongoing discovery, reflection, and responsible innovation across health and social services, informed by real-world delivery and system insight.

The partnership complements existing operational and contractual arrangements and provides a shared
foundation for future collaboration that supports public sector priorities, community-and wellness-led models of care, and a resilient, connected health ecosystem that can continue to evolve alongside the needs of whānau.

Source: Healthpoint & Whakarongorau Aotearoa media release

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Three quarters of bookings at Southern Cross Healthcare are being made electronically across 11 hospitals through its eAdmissions platform, with 70 percent of surgeons now using the digital system.

Wendy Matthews and Ginna Bradbury from Southern Cross presented on the eAdmissions project at Digital Health Week NZ in November 2025

They told attendees the platform creates a connected digital journey that starts at specialist rooms where booking requests are created within Clinical Workstation, the organisation's electronic health record.

Patients then get email and text alerts inviting them to register for MyHealthcare , the patient portal, where they complete admission forms, health questionnaires and treatment agreements electronically.

"We have 70 percent of our surgeons now using eAdmissions which has resulted in 74 percent of our bookings received electronically by our hospitals," said Matthews.

Over the last six months, the digital transformation has eliminated around 115,000 pieces of paper that would have been used for traditional booking paper packs and comes with associated cost savings.

The system allows hospital bookings teams to track form completion in real time through Clinical Workstation, with completed forms immediately available to hospital staff, clinical teams and medical specialists.

She said the project has also challenged assumptions about digital adoption.

"Data analysis comparing form completions with patient demographic information has dispelled the myth that the ageing population will not engage in digital forms. In fact, our more mature patients are much more likely to complete their forms in a timely fashion than the younger population," Matthews said.

Bradbury explained that the rollout of the platform was paused due to overwhelming feedback from end users and relaunched after identifying a hospital where nearly all practices and most patients were engaged with the system, which they used as a benchmark to learn from.

"This hospital became our gold standard and along with constructive feedback from other hospitals and the first patient feedback survey, the project team was well prepared with product improvements and a new direction for the relaunch," she said.

Electronic system signatures were added to agreement treatment forms, mobile access was introduced and patient health questionnaires were integrated to allow auto-population of conditions, alerts, allergies and adverse reactions.

"The strong collaboration between the hospital teams, medical specialists and their practices was a key success factor,” she said.

The latest patient survey showed a satisfaction score of over 90 percent..

The eAdmissions platform is due to roll-out to a further six hospitals in the Southern Cross Healthcare network, with the project team planning to address further improvements once the full rollout is complete.

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SECTOR UPDATE - CareHQ

Virtual general practice CareHQ marks its five-year anniversary this month (November), celebrating a legacy of innovation, collaboration, and unwavering support for primary healthcare across the country.

Since its inception, CareHQ has delivered over 170,000 consults, including more than 70,000 in the past year alone, providing accessible, high-quality care to tens of thousands of New Zealanders.

At the heart of CareHQ’s mission is a commitment to strengthening and complementing the work of general practices. As CEO Brett Butler explains, “Our patients are seen by expert doctors who are Fellows of the Royal New Zealand College of General Practitioners (RNZCGP), ensuring the highest standards of care.

“We’re proud that CareHQ does not enrol patients or claw back capitation, so enrolling general practices are not charged for CareHQ visits. This means we work alongside practices, not in competition with them. CareHQ’s Practice Nurse team plays a vital role in supporting unenrolled patients, actively assisting them to find a physical practice for ongoing care,” says Butler. 

Butler says CareHQ GPs are embracing new technologies such as digital scribe services. 

“To allow our GPs to focus on the patient, not the notes, we are funding Heidi for our entire clinical team. Heidi transcribes the consultation, and robust, clinically checked notes are then securely passed to the patient’s own GP, reflecting our ongoing collaboration with general practices to strengthen continuity of care.”

Access to CareHQ is designed to be as simple as possible. Patients can book appointments via ManageMyHealth and MyIndici apps when their practice is closed, ensuring help is always at hand. Practices can also book overflow appointments directly through CareHQ, so if a GP is away, their patients can still be seen on the day.

CareHQ’s commitment to equity and collaboration is reflected in its partnerships and accreditations. 

“We’re proud to be an accredited Te Whatu Ora provider since July 2025, offering subsidised consults to eligible patients,” says Butler. “Our partnership with Asthma New Zealand is helping unenrolled patients in the Rotorua region access the care they need, and our collaboration with Whakarongorau (Healthline) means their teams can book a CareHQ GP directly on a patient’s behalf, passing through information for truly connected care.”

CareHQ is also dedicated to supporting GPs and keeping them in the workforce. 

“We know that flexibility is key,” says Butler. “Our model allows NZ Registered Fellows living or travelling overseas to continue supporting New Zealand patients, rather than being lost to the system. GPs with young families can choose shifts that suit their lifestyle, promoting work-life balance and retention in the profession. 

Reflecting on CareHQ’s five year journey, Butler concludes: “Five years ago, we set out to make high-quality healthcare accessible to all New Zealanders, wherever they are. Today, CareHQ stands as a testament to what can be achieved through innovation, collaboration, and a focus on delivering the right care for each patient, every time. We are proud to support general practices, empower GPs, and deliver care that makes a real difference in people’s lives.”

Source: CareHQ media release

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One of the most consistent messages we hear from our community at Blind Low Vision is about the need for digital accessibility that truly works for them. Accessing everyday essentials – from paying a bill to booking a doctor’s appointment – should be simple, intuitive, and equitable. It's about dignity and fairness. 

I recently had the privilege of speaking at a breakfast event hosted by Hon Louise Upston for Blind Low Vision NZ at Parliament. The event was to promote requirements for digital accessibility, both in the public and private sector. It was a positive event with lots of discussion happening between key people, including MPs, Ministry representatives and heads of adjacent organisations.

At Blind Low Vision NZ, our purpose is simple, yet powerful: to empower people who are blind, deafblind, or have low vision to live the life they choose. We currently support around 16,000 clients, but we know the community we represent is much larger. We estimate around 193,000 New Zealanders live with vision loss today. That number is expected to grow to 225,000 by 2028, especially as we have an aging population.

The digital opportunity 

The most common eye conditions, such as Age-related Macular Degeneration, Diabetic Retinopathy, Glaucoma and Cataracts, affect thousands of people every year. And behind each number is a person who wants the same thing we all do: to connect, to contribute, and to live independently.

When discussing healthcare especially, accessibility has a huge impact on someone’s life. If a form is inaccessible, it could lead to privacy breaches as people have to list their conditions out loud; important information about one’s condition can go unread; and letters informing patients of doctor’s appointments could be missed entirely. 

Digital health has the possibility of greatly improving the system for members of the blind, deafblind and low vision community, but only if accessibility is considered from the outset of design.

Getting accessibility right

Part of patient care, and treating the whole person, means considering accessibility needs, not just the details of their medical condition. A diagnosis by itself doesn’t tell you a person’s level of functional vision and what format they will need information in. In order to achieve a consistent and equitable quality of healthcare, accessibility needs must be a part of a person’s patient profile, not just their medical history.

Disability-specific training must not be skimped on in the healthcare sector. Disabled people across the board interact with the healthcare system twice as much as non-disabled people. Such an important area of people’s lives requires extra attention into getting accessibility right.

Additionally, accessibility needs to be considered as an employer. Disabled people, including those who are blind, deafblind or have low vision, are more than capable of working in many areas of healthcare. Too often we forget about disability in conversations around hiring practices. 

The importance of representation

The lack of blind and low vision representation in healthcare means that misunderstandings surrounding blindness and reasonable accommodations continue to be pervasive in the healthcare sector.

In the European Union, accessibility compliance is already standard practice, and that’s the level of excellence we should strive for here in Aotearoa New Zealand.

From new AI technology, to better data collection, to the simple accessible Word document instead of a print letter, digital health opens up many opportunities for improving the landscape for blind, deafblind and low vision people. 

We at Blind Low Vision NZ urge you to look towards the future of digital health and consider what changes you could implement to improve accessibility in your area of work.

We have collaborated with HiNZ in 2025 on a podcast series highlighting the issues discussion. Listen wherever you get your podcasts.

Strengths, not deficits: A blind low vision perspective on working in healthcare

How to be an accessibility winner: a Blind Low Vision perspective

Accessing healthcare: a Blind Low Vision perspective

If you want to contact eHealthNews.nz regarding this View, please email the editor Rebecca McBeth.

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“Awanui is proud to introduce BODYiQ, an enhanced self-requested testing service supporting people to take a proactive role in managing their health and wellbeing.  

Chief Commercial Officer Scott Bishop says BODYiQ replaces the MyTests service as the next evolution of direct-access testing in Aotearoa, and part of a global shift toward greater personal involvement in health.

“Awanui has been providing New Zealanders with a safe, clinically supported way to access trusted health information on their own terms for the past five years, underpinned by our IANZ-accredited laboratories. 

“We have built on this success and foundation to bring our BODYiQ platform to market which complements, rather than replaces, primary care.”  

Scott Bishop says people choose self-requested testing for accessibility and to proactively manage their wellbeing whether to establish a baseline for health and fitness, monitor a known condition, or have a more informed conversation with their GP.  

“Clinical governance is central to the service and our pathologists have contributed to the selection, design, commentary, and educational content for each test. Critical results are reviewed by pathologists with direct follow-up them or a GP from The Doctors Online.  

“If results fall outside the normal range, they have the option of a follow-up directly through our partner, The Doctors Online with our Results Protection service. If results are critical, they are followed up directly by our clinical team or The Doctors Online regardless of whether the customer has opted into our Results Protection service.”   

What’s new with BODYiQ 

Building on five years of experience, BODYiQ introduces several important enhancements: 

• Improved result visualisation with clearer digital reporting, making it easier for people to understand their health data.
• Expert commentary from the clinical team at Awanui on every test, providing context and insights beyond just the results. 
• Results Protection service with direct access to a New Zealand-based GP through The Doctors Online if results fall outside the normal range. 
• Stronger education and guidance, with pathologist-designed panels and commentary to support preventative and lifestyle-related testing choices. 
• Empowerment to take action – giving people information they can use in meaningful conversations with their GP or to guide lifestyle decisions. 

Dr Kim Hurst, Clinical Director at Green Cross Health & The Doctors Online – a BODYiQ partner - says “people want to act before symptoms appear, track their health over time, and access testing which reflects their personal concerns whether it is fatigue, hormone balance, or heart health. 

“This is not about replacing the GP model. Instead, BODYiQ is clinically supported service giving people additional tools, data, and insights they can use as part of meaningful conversations with their healthcare providers.” 

“BODYiQ supports the health system with a service which is safe, accessible, and clinically governed delivering clear, accurate and transparent information and contact with clinicians when needed,” says Scott Bishop. 

“This service also reinforces the role of Awanui as a trusted partner in the New Zealand healthcare system and the organisation’s goal to deliver greater customer experience, proactive health management and reduce pressure on primary care.” 

For more information, and to experience BODYiQ firsthand, go to the BODYiQ website – click here.  

Source: Awanui Group media release

Sector updates are provided by organisations to eHealthNews.nz and have not necessarily been edited or checked for accuracy. Any queries should be directed to the organisation issuing the release.

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It is critical to maintain strong patient-provider relationships as technology rapidly evolves, says Luke Bradford, president of the Royal New Zealand College of General Practitioners. 

“How do we deliver technologies and tools so that the patient feels supported in a relationship with their primary care provider as opposed to transacting with a machine and depersonalising care, which we know actually leads to worse outcomes and splintered care?” he asks.

Bradford will be speaking at Digital Health Week 2025 this November 24-27 in Ōtautahi Christchurch and says technology is essential to improve the current situation of disconnected care and lack of timely communications.

"We need to shift our systems so we can save time, but we must ensure we do not end up in a situation where the human element, the contact, and the trust are lost when it really matters" he says.

Bradford believes the implementation of change has to include rapid and open three-way sharing of information between primary and secondary care, and with patients.

"People think giving patients more access to their information increases our workload, but it actually decreases it," he says.

He wants to ensure tech developers and policymakers remember primary care's central position when rolling out new technologies.

"Around 90 percent of ongoing care happens in primary care: that is where patients spend most of their time," he notes.

"Let's move away from typing letters to each other for answers. We need to share this information smartly, not clog up everyone's inboxes with unnecessary stuff. It is about getting the right balance and pace.”

Bradford believes that artificial intelligence and other digital tools could streamline processes and improve patient care, but says AI raises many concerns about equity and continuity of care.

"AI is definitely at the forefront, but it hinges on two things: equity - how do we avoid creating a two-tier healthcare system or worse? And then, how do we apply the growing evidence that shows continuity of care is what really works?" he explains.

Bradford also believes the system need to do a much better job at training the workforce of the future, as it is not done properly at the moment.

“We train future clinicians with the tools in front of them, rather than the tools that are coming to them,” he says.

Register now to attend Digital Health Week 2025 and hear more from Luke Bradford and other inspiring healthcare leaders.

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SECTOR UPDATE - Hon Simeon Brown, Minister of Health

More than 21,000 consultations have already been delivered through the Government’s new 24/7 digital health service launched in July, Health Minister Simeon Brown says.

“This service is giving New Zealanders faster access to care when they can’t see their usual GP, helping them get the support they need, when they need it,” Mr Brown says.

In its first months, the service has:

• Delivered 21,740 consultations to 19,331 people across New Zealand.
• Been used most often when a timely GP appointment wasn’t available (71.6 per cent of bookings).
• Provided treatment for 83.5 per cent of patients, without needing an in-person GP follow-up.
  

“Most people were able to get answers and treatment straight away, easing pressure on emergency departments by addressing non-urgent issues earlier and in the right setting.

“This service is reaching people in every corner of the country, from our busiest cities to our smallest rural towns. That shows it is making a real difference for those who might otherwise face long waits or long drives just to see a doctor.”

Working-age adults and parents are the biggest users, with strong uptake among 20–39-year-olds and children under 10. It’s also being used across all communities, with every ethnicity well represented.

“This digital service provides easily accessible healthcare when it’s needed, bridging the gap when people might otherwise be left waiting, worrying, or unsure where to turn. For many families, that makes a real difference in their daily lives.

“Our Government is committed to ensuring every New Zealander can access timely, quality healthcare. Digital health solutions are a key part of delivering that,” Mr Brown says. 

Source: Hon Simeon Brown, Minister of Health media release

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Forte Health, a leading private surgical hospital in New Zealand, has announced the development of a new digital patient pathway designed to improve surgical readiness, reduce cancellations, and deliver a more personalised care experience for patients undergoing short-stay surgery.

The initiative, in partnership with Personify Care, is part of Forte Health’s broader commitment to consumer-centred innovation. The hospital is addressing long-standing challenges caused by manual, paper-based processes and inconsistent communication, which often leave patients feeling unprepared and anxious before their procedures.

“Too often, hospitals communicate around the patient, not with them,” said Matt Devonald, Patient Services Manager at Forte Health. “We’re changing that by delivering accessible information at the right time - directly to patients' - whether that's to their mobile device at home, or in the clinic supported by their health practitioner”. 

Designed With Patients and Staff in Mind

The digital pathway will deliver procedure-specific instructions, pre-admission requirements, and day-of-surgery details via SMS and secure mobile web links. Co-designed with input from both consumers and clinical and administrative teams, the system integrates seamlessly with existing workflows, supporting staff while improving the experience for patients.

The first phase of the rollout began in July with 4 specialist rooms - including Urology and Gynaecology, enabling iterative learning, staff feedback, and refinements before expanding across all Medical Specialist rooms by the end of the year. 

Redefining Patient Preparedness and Operational Efficiency

Forte Health aims to significantly enhance patient confidence, satisfaction, and engagement by empowering them with on-demand access to tailored, easy-to-understand guidance. By shifting away from paper-heavy administration, the hospital also expects to reduce manual workload and lower operational costs.

Key success metrics include:

• Improved patient satisfaction and preparedness
• Fewer day-of-surgery cancellations
• Enhanced ability to identify clinical risks early
• Improve environmental footprint by reducing printed materials and postage

“This isn’t about digitising for the sake of it,” added Matt Devonald. “It’s about making sure every patient has the right information, at the right time - so they feel supported and prepared, not overwhelmed.”

“We aim for technology to be an enabler, breaking down barriers and promoting health literacy, ultimately putting the patient in control of their healthcare journey.”

Leading the Way in Culturally Sensitive Digital Health

Recognising the importance of inclusivity and cultural safety, Forte Health has embedded cultural sensitivity into the pathway’s design. This includes ensuring language, tone, and delivery channels are appropriate for the hospital’s diverse patient population.

The hospital believes this approach offers a repeatable model for other private surgical providers across New Zealand and beyond, demonstrating how thoughtful digital transformation can uplift both clinical outcomes and patient experience.

Source: Personify Care media release

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Health New Zealand | Te Whatu Ora has started the procurement process for an ‘appointment viewing and booking solution’ to support its 24/7 digital primary care services.

The Registration of Interest (ROI) says the organisation is looking for vendors capable of creating an integrated booking platform that will provide a provide an “integrated, seamless and simple way of finding the right appointment”.

Health Minister Simeon Brown officially launched the 24/7 digital health service, rebranded Online GP Care, in July 2025 with eight telehealth providers; Bettr Online, CareHQ, Emergency Consult, The Doctors Online, MedOnline, Pocket Lab, Tend, and Practice Plus. 

eHealthNews reported in May that Health NZ’s goal was to create a 'digital front door' via a webpage with a range of appointments and prices at different providers made visible for patients to choose from and book directly. 

The launch of the minimum viable product includes a webpage with a list of approved providers, with patients then accessing appointments directly via those providers’ websites.  

However, the organisation has now outlined its vision in the ROI, saying the new booking solution will initially aggregate available appointments across the eight approved telehealth providers. 

“In later stages, the scope of the booking solution may be extended to include book-on-behalf functionality (for assisted booking), more advanced search options, viewing own GPs appointments, seamless access across healthcare providers and directly making and managing appointment bookings including notifications and reminders,” it says.

The system must be mobile-friendly, interoperable, and secure, integrating with existing practice management systems and meeting national data standards.

The ROI says a new national health target is being developed in partnership with the primary care sector, aiming for over 80 percent of people to be able to see a primary care provider within one week, and that this target is expected to take effect from 1 July 2026.

The government has budgeted $164.6 million over five years for the Online GP Care service, including $143.5m in operating costs and $21m in capital.

Registrations close on 26 September 2025. Shortlisted suppliers will be invited to a full Request for Proposal later this year, with a contract expected to start in early 2026.

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A marae-based health initiative is using telehealth and remote patient monitoring (RPM) to reconnect whānau with healthcare services and help them understand how to manage their conditions.

Health Through the Marae is based at Tāhuna Marae in South Auckland and was founded by Tahuna Minhinnick in 1992 under the flagship of Whare Oranga - a marae-based health centre that serves as the community's medical hub. 

The organisation uses a remote patient monitoring platform from Tyto to provide consultations with their two virtual GPs in Auckland and Brisbane, enabling patients to do medical examinations from their homes or the marae clinic.

Chief executive Piritania Minhinnick took over when her brother passed away in 2016 and says the virtual care model was a response to their local medical centre withdrawing services, leaving many whānau members who were taking multiple medications without regular medical support.

"They just stayed home and dealt with their conditions themselves… or not," she tells eHealthNews. 

"Our home visits identified immediately there were 12 that just stopped taking medications and disconnected themselves, so we had to do something about that."

Tyto devices enable patients to do their own medical examinations, including checking throat, ears, heart sounds, and other vital signs. The results are either viewed live by GPs during virtual consultations or stored and sent to nurses for triaging before being forwarded to doctors.

The organisation piloted the home-based telehealth programme with 200 whānau across 20 homes before expanding the service. 

Minhinnick says they initially thought the elderly patients would struggle to adopt the technology, but they have become the most successful users.

She explains that during Covid-19, the organisation gave tablets and Wi-Fi access to isolated whānau members, pairing elderly residents with young people who taught technology skills in exchange for learning about tikanga and Māori philosophy.

Patients now learn to operate the devices themselves and understand their readings, with the aim of reducing dependency on healthcare providers.

"Our job is to build the capabilities of the whānau. So when they come in the clinic, you press play and you run the device yourself," she explains.

The platform also connects with hospital specialists from Middlemore Hospital and the Manukau SuperClinic, reducing travel  for specialist appointments, and family members can join consultations through shared links.

Minhinnick says the organisation's approach is all about listening to whānau needs, rather than making assumptions about solutions. 

"The only prerequisite you really need are your ears. Because if we are not listening, then we cannot be of support," she says.

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The General Practice Owners Assocation (GenPro) is concerned that the Health New Zealand | Te Whatu Ora Online GP Care service contract offers higher subsidies for virtual consultations than in-person casual GP visits, raising issues of fairness and potential impacts on patient care.

The organisation, which represents more than 475 general practices nationwide, supports the use of telehealth services but argues the contract structure creates unfair competition between virtual and in-person care.

Chief executive Mark Liddle says the contract for the new national telehealth service means that for some patients, the telehealth subsidy is up to five times higher than the equivalent General Medical Services payment for doctors seeing casual patients in-person.

Online GP Care, previously called the 24/7 digital health service, soft-launched in May with eight providers and fully launched in July 2025 with funding of $164 million over five years.

"You have to ask the question, why would the subsidy be that much higher for a service that cannot actually lay hands on a patient versus a practice sitting in person seeing patients?” asks Liddle.

Martin Hefford, director Living Well, Health New Zealand, says the subsidies paid to GP Online Care providers range from $2 for all patients, up to $75 for a child whose parent has a community services card, and the average capitation fees paid to general practice for enrolled patients are much higher than this.

“By providing a safe, subsidised option for casual or after-hours needs, the intention of the service is it also helps GPs keep their books open for enrolled patients who rely on them for ongoing care,” he says.

“Importantly, patients’ regular GPs will continue to receive their usual funding. Even if an enrolled patient chooses to use the Online GP Care service instead, their clinic keeps the same capitation payment.”

Liddle says telehealth works best as an enhancement to general practice services, particularly for patients who cannot physically visit their GP, rather than as a standalone service.

However, the contract requirements for GP Online Care favour large-scale providers, potentially discouraging smaller practices from offering telehealth services to their own patients.

"With this incentive comes the requirement to be able to offer this service to meet the service specifications, which is at scale, which means that a smaller provider who could have done this cannot meet the requirements," says Liddle.

He says estimates are that 20 to 25 percent of patients seen through telehealth services are referred to their regular GP because their condition cannot be addressed remotely.

"If 25 percent are being referred, then that is not alleviating the workload, it is just putting a step in before the patient presents at general practice anyway," he says.

The GP organisation wants to see outcome measurements rather than simple consultation counts to evaluate the online service's effectiveness.

Hefford says the organisation is working through the first set of data collected since the launch of Online GP Care. This includes pulling together an overview and undertaking analysis across a range of indicators, including demographics, reasons for use, appointment outcomes, times of access, and provider use.

“This work will give us valuable insights into how and when the service is being used, by who, and for what kinds of care. It will also help us understand where unmet need exists and how to further improve access and integration with general practice,” he tells eHealthNews.

Health NZ will release a summary of the information to the sector and public a month after launch, he says.

“The Government’s enhanced capitation funding, announced earlier this year, reflects the strong value placed on the enrolled GP relationship,” says Hefford. 

“And importantly, we’ ae not ruling anything out – we will continue to review the GP Online Care service fees and monitor the impact on both patient access and the sustainability of general practice.  The aim is to maintain continuity of care wherever possible, but also to provide options for people when their GP is not available.”

GenPro chair Angus Chambers says that while GenPro welcomed the recent increased funding for general practice, it is important to emphasise that this boost was only for enrolled patients. 

“This new telehealth service is for non-enrolled patients or those seeking care when their regular doctor cannot see them - which is a service many GPs also provide,” he says.

“This is an important distinction as the huge advantage for telehealth will significantly undermine the sustainability of general practice.”

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SECTOR UPDATE - TUANZ

The report responds to the critical question: “Why can’t 100% of New Zealanders be connected?” and lays out both the challenges and opportunities for achieving true digital equity.

“Digital connectivity is now a fundamental requirement for full participation in our society. This report is a call to action, because one in five New Zealand households are still digitally excluded, and that is simply not acceptable,” says Craig Young, CEO of TUANZ.

The report highlights ongoing issues around rural connectivity, affordability, digital skills, and the need for resilient, future-focused infrastructure.

“We have made huge progress as a nation, but to close the remaining gaps, we need more targeted investment, strong partnerships, and a long-term vision. Connectivity must be recognised as an essential utility, just like electricity or water, so that no one is left behind.”

The report also points to the importance of community-driven solutions, digital literacy, and raising awareness about digital exclusion.

“What we heard at the summit is that collaboration between government, industry, and communities is key. The practical solutions are there, but we need the will and the resources to implement them. Together, we can make digital equity a reality for every New Zealander.”

“Let’s make this the decade where we deliver on the promise of universal digital connectivity. The time for talk is over; the time for action is now.”

The Connecting Aotearoa 2025 report’s key themes include:

• Strengthening rural connectivity - Bridging the digital divide and ensuring access for all, regardless of location.
• Making internet affordable for everyone - Examining the cost barriers to internet access and exploring solutions for greater affordability.
• Advancing digital equity - Promoting inclusivity and ensuring everyone has the opportunity to participate in the digital world.
• Shaping the future of connectivity - Exploring emerging technologies and innovative solutions for a connected Aotearoa.

Source: TUANZ media release

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At the 2025 CSANZ Annual Scientific Meeting in Rotorua, our cardiology team presented a new model of care that’s transforming how we manage heart failure in Hawke’s Bay. 

The key to this transformation? Remote patient monitoring (RPM), which has allowed us to up-titrate heart failure medications more quickly, safely, and efficiently—while improving outcomes for patients and easing pressure on the staff. 

Why rapid titration matters 

For several years, cardiologists in New Zealand have been calling for an appropriate model of care to support patients transitioning from hospital to the community and to facilitate subsequent rapid titration of guideline directed medical therapy (GDMT) for optimal treatment. 

Heart failure patients need to be started and up-titrated on GDMT quickly after discharge to reduce symptoms, hospitalisation, and death. But the traditional model of care (with in-person clinics) is resource heavy and has struggled to deliver this. 

Many factors impact a patient’s ability to engage with the old model of care, including geographic barriers, rural or remote living, work obligations, and whānau responsibilities. In addition, the traditional model is resource-intensive and time-consuming—relies heavily on patient travel and is constrained by limited appointment availability.

This often means it takes many months to reach target doses, increasing mortality and morbidity. RPM changes that. 

How RPM works 

With our innovative new model of care, patients are given a 4G-enabled tablet paired with preconfigured health monitoring devices: scales, blood pressure monitors, thermometers, and pulse oximeters. 

The tablets are locked down for health use only, with no need for the patient to provide internet, download apps, or use their own phone. The kit (made by NZ company Spritely) is simple and takes just a few minutes to initiate and personalise for each patient.

The RPM system collects vital signs and symptom reports daily (even intra-daily if needed). It also supports secure messaging, video calls for remote consultations, and educational content. 

Because patients do not have to come into the clinic for every adjustment, we can assess medication tolerance remotely and up-titrate more frequently and confidently. Clinicians can set individual parameters and if readings are outside those parameters, they get alerted. 

We do not need to review all patient data daily or take on additional work. We receive alerts when intervention is needed and can set up a service-specific action plan—for example, prompting patients to contact us directly via the device. 

The rest of the care follows our usual weekly or fortnightly clinic rhythm, but without the need for travel. Patients complete their observations at home, freeing up our time for other clinical tasks or documentation. 

The results 

The difference this has made is substantial. 

• Patients supported by RPM complete their medication titration in 6–8 weeks, compared to 6–8 months under traditional care. 
• Their 30-day hospital readmission rate is 0 percent, compared to 25 percent for patients not using RPM. 
• Missed appointments have dropped to 0 percent (versus 15.3 percent for in-person clinics). 
• Each patient enrolled in the RPM model is saving the health system approximately $9,500. 

To date, our team has saved more than $250,000 and more than 50 bed nights with each new enrolment increasing these totals. 

Working for patients and nurses 

From a patient perspective, using a dedicated tablet with pre-provisioned medical devices removes barriers to RPM and increases engagement. This approach standardises care with a common set of devices for all patients, eliminating the technology issues that plagued our previous attempts at RPM.

Since we began providing this model of care nearly two years ago patients have consistently praised the ease of use, convenience and immediacy of remote patient monitoring. 

From a nursing perspective, RPM is a game-changer. It gives us the clinical data we need to make safe, timely decisions—without having to wait for in-person clinics and rely on patient memory, or manual paperwork. Instead of waiting for the next clinic visit, we can check vitals and respond. 

Patients can ask for call-back. As clinicians, we have more clinical data to make decisions, which increases the safety and confidence for both patient and the clinician in the treatment. 

RPM also saves time. Because we are not spending hours coordinating appointments, chasing data, travelling to clinics (sometimes long distances) and dealing with no-shows, we can focus more on clinical care. 

The result is greater efficiency and less burnout, all while expanding our team’s capacity to manage more patients. 

Scaling the model of care

Our experience has shown remote care should be the default for managing stable heart failure patients, unless there is a clinical reason not to. A “remote-first” approach ensures more patients benefit from rapid titration reducing the overall burden on hospitals and staff. 

Scaling this model to more regions would save tens of millions per year. Nationally, the potential is even greater. With services under increasing pressure and staff in short supply, we cannot afford not to modernise how we deliver care. 

In Hawke’s Bay, we’ve shown that remote care can improve outcomes, reduce costs, and ease pressure on healthcare teams. We now have a nurse-friendly, patient-centred solution built right here in New Zealand, and it is delivering world-class results.

Remote patient monitoring isn’t just about technology, itis about giving clinicians better tools to do their jobs more efficiently, and giving patients a better chance at recovery. The sooner we can scale this up across the country the better.

Co-authored by K Dyson, M. Coghlan-Talbot, L. T. Nahu, S. Gardiner

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A Starlink satellite is enabling virtual consultations for people living on Matakana and Mōtītī Islands, reducing travel costs and time for the isolated communities.

The Tāpiri Mai programme aims to use digital solutions to improve access to healthcare services. It is a collaboration between Te Awanui Hauora, Western Bay of Plenty Primary Health Organisation, and Ngāti Kahu Hauora and was co-designed with residents of Matakana and Mōtītī Islands.

Matakana Island has around 330 permanent residents, with 225 enrolled in healthcare services, plus an additional 31 whānau on Rangiwaea Island. The population is 95 per cent Māori, who are in the highest deprivation level.

People living on the islands rely on barge services and have no permanent doctors, with fortnightly visits from a doctor or nurse practitioner from Ngāti Kahu Hauora and monthly visits from Allied Health professionals. 

The islands also have unreliable internet. Tāpiri Mai was supported with Health NZ funding via the Hira programme to pay for a 4G radio bridge. The recent introduction of Starlink technology provides high-speed connectivity for virtual consultations.

Hera Murray, community nurse at Te Awanui Hauora on Matakana Island, says infrastructure is critical to a successful telehealth project.

"A lot of rural communities are being offered telehealth services but do not have the infrastructure or broadband connectivity to even hold telehealth consultations," she says.

Starlink enables successful virtual consultations in real time, with her providing support during, before and after the appointments.

"It has made a huge impact on the community, saving them time and money, and there are a lot who are accessing healthcare now who were not in the past just because it was too expensive or too hard to get to," says Murray.

The telehealth connection meant that a palliative care patient who wanted to die at home rather than travel to the mainland hospice, was able to do so.

Kiri Peita, general manager Māori population health and equity for Western Bay of Plenty PHO, explains that the project was developed with the community rather than for them.

"We went to different communities, just for whanaungatanga and to understand how we could best support them as a primary health organisation," she says.

"Virtual consultation was one thing they said would address access barriers and also the social and economic costs that our island communities face. There is a significant cost, especially economically, to coming into Tauranga for in-person consultations."

Peita says the service extends beyond GP consultations to include physiotherapy, occupational therapy, and hospice services, and the team is working to expand to hospital outpatient services as well.

She says Tāpiri Mai is based on genuine authentic engagement with people and that telehealth does not replace in-person care.

"Our goal is equitable healthcare and that is removing the barriers in terms of access and having it as an option,” Peita says.

Image: Anthony Ririnui, Hera Murray and Te Uta Roretana

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The health minister has officially launched the 24/7 digital health service and revealed the eight telehealth companies delivering it across the country.

eHealthNews reported in May that eight providers had been selected for the soft launch of the telehealth service before its go-live in July. Since then, nearly 4,500 New Zealanders have accessed the digital service, which is now fully available to the public. 

The eight providers of what is now called ‘Online GP Care’ are; Bettr Online, CareHQ, Emergency Consult, The Doctors Online, MedOnline, Pocket Lab, Tend, and Practice Plus.

Bettr, Emergency Consult and Tend are all providing services 24/7 and eHealthNews understands more providers will be added in future phases.

Announcing the go-live, health minister Simeon Brown said the service, “means people can have virtual consultations with New Zealand-registered doctors and nurses, anytime, anywhere”.

“This is about making sure Kiwis can get the medical help they need when they need it, especially when they can not get a timely appointment with their regular general practitioner (GP), or outside normal clinic hours.”  

Brown says the digital service will also help to ease pressure on emergency departments by treating non-urgent issues earlier and in the right setting. 

“This digital service is giving people greater access to the care they need, but does not replace the critical role of GPs, who are responsible for their patients’ continuity of care,” he says

“That is why providers will be required to send clinical notes back to a patient’s GP after an appointment. This ensures safe, consistent treatment and strengthens follow-up care, and is about delivering connected care New Zealanders can trust. 

The 24/7 online GP service is now live at info.health.nz/onlinegp, with full details on pricing and how to access care through approved providers, including their operating hours. 

Emergency Consult says its inclusion in the national service means it will offer online appointments with its emergency medicine specialists at much-reduced fees to eligible New Zealanders, including children, youth, and Community Services Card holders. 

“It is hugely comforting to be able to video chat with an emergency doctor, who’s used to treating priority cases in a hospital emergency department,” says chief executive Johnny Louie. 

“This initiative allows us to extend that expertise to all New Zealanders, at a fraction of the usual cost.”

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The delayed go-live of the Shared Digital Health Record until December will not affect the roll-out of the 24/7 digital health service in July, with telehealth providers accessing existing shared record services, Health New Zealand | Te Whatu Ora has confirmed.

The SDHR had been due to go-live with a Minimum Viable Product at the end of June, enabling telehealth clinicians to see basic health information, such as allergies and current medications, for the people they are seeing online. This has now been delayed until December.

Jason Power, acting national director – Planning, Funding & Outcomes, Health NZ, confirms that the 24/7 digital services providers will access existing regional Shared Electronic Health Records (SEHR) systems while the roll-out continues.

There are a number of SEHRs already available to clinicians, such as HealthOne in the South Island and YourHealthSummary in Auckland.

“These platforms are currently supporting the 24/7 service and care continuity across the health system where they are available. We are progressively moving to more complete coverage of these SEHR platforms via the SDHR project,” says Power.

Power says many of the telehealth providers involved in the 24/7 service already deliver an online GP service, so have experience in delivering safe healthcare using digital channels.

eHealthNews reported in May that eight providers were live with a ‘soft launch’ of the service to test the new functionality.

Three weeks ago Tend Health announced online that it was launching a 24/7 service, saying “from today, anyone in Aotearoa - enrolled or casual - can see a NZ-qualified doctor anytime, anywhere through the Tend app”.

The aim at Health NZ was to create a webpage with a list of approved 24/7 digital providers, directing patients to then accessing appointments directly via the provider websites.

However, eHealthNews understands work on this landing page for patients is currently paused, and that there will be a review of the service before a publicity campaign and full roll-out in July, when other providers will be invited to onboard.

Power says the 24/7 digital health service is designed for when people cannot access their usual GP or primary care team for a timely GP consult.

Where appropriate these healthcare professionals will assess, diagnose, treat and deliver health advice for people via online video consultations.

“Having current health information about an individual aids the clinician conducting the consult and reduces the amount of “repeat” questioning asked of the patient,” says Power.

“To enable this, we are also working with the general practice sector to explore safe information sharing through a SDHR to support continuity of care for patients using the 24/7 service.”

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Whakarongorau Aotearoa been granted a two-year extension on the National Telehealth Services (NTS) contract with Health NZ | Te Whatu Ora, until June 2027.

The organisation also recently announced a new GP booking platform for its service, Healthline.

The current NTS contract includes Healthline, mental health and addictions services and other services and was due to expire this month - June 2025. 

A Future Procurement Opportunity was released in quarter three of last year with a final procurement approach due out in December, but the contract has now been extended.

Whakarongorau chief executive Glynis Sandland says this extension provides certainty for everyone involved in delivering these services and reflects the solid working relationship the organisation has with Health NZ.

“More importantly, it recognises the incredible impact we are achieving together and provides the stability to launch innovations that will strengthen New Zealand's health system,” she says.

“We are continuing to invest in enhanced digital tools and service improvements, all while maintaining the trusted, accessible service that New Zealanders have relied on for 25 years.”   

There will be a competitive procurement process when the contract comes up for renewal in 2027.

Whakarongorau runs Healthline, which recently celebrated its 25th anniversary at an event at parliament hosted by associate minister of health Matt Doocey. 

At the event they announced a new online booking platform going live in July that will enable a Healthline nurse or paramedic to book the caller an appointment with a GP anywhere in the country.

The new GP booking initiative is for people who are advised by a nurse or paramedic that they need GP-level care but who cannot access their regular doctor quickly or easily enough, or who do not have one. 

Initially this will be a telehealth appointment and soon after, in-person appointments. 

The GP booking system has been developed through a strategic alliance between Valentia Technologies and Whakarongorau. 

Ahmed Javad from Valentia Technologies says, "the platform will enable people to navigate services more easily, helping them discover and access the right services through multiple channels including webchat, voice, video-enabled support, and guided digital pathways."

Sandland says this is the first example of a Whakarongorau-led initiative to create a hub for connected care, using a digital platform. 

“When they contact with one of our services, we can get people faster access to health support, and in the future to wellness and other services too. This booking capability for Healthline is just the start,” she says.

Image: Cake cutting Whakarongorau Chair Roger Sowry, CEO Glynis Sandland and Associate Minister of Health and for Mental Health Matt Doocey 

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NEWS - eHealthNews.nz editor Rebecca McBeth 

Tū Ora Compass Health and Health Hawke’s Bay have formed a strategic partnership with Webtools to offer practices a new patient portal option with enhanced functionality and user experience, called Tō Mai.

Powered by Webtools’ Centrik platform, Tō Mai allows patients to manage appointments, request and pay for prescriptions, receive reminders, message their care team, and attend video consults.

Initially available to practices within the Tū Ora and Health Hawke’s Bay PHO networks, the app is expected to expand across the Te Ikaroa region. 

Matthew Lord, chief information officer at Tū Ora and Health Hawke’s Bay, says the partnership aims to give practices more choice in the patient portal space while driving innovation in healthcare technology.

The decision to partner with Webtools was driven by their dynamic approach to healthcare technology, which includes regular "sprints" and user-centric design that allows customers to contribute to the portal's design.

"That allows us as a PHO to pull our practices into design meetings and input some of our ideas and wishes," Lord says.

He believes there is significant room for improvement in the functionality of patient portals compared to other digital tools consumers regularly use.

"There's a lot of push for better digital tools for patients,” he says, adding that Tō Mai is simply an option for practices rather than a mandated change.

The PHO already has high uptake of patient portals amongst its practices and Tū Ora Compass has conducted several webinars about the new portal, garnering growing interest from practices.

"My long-term goal is that it will lift all portals, by bringing to the table this new functionality,” Lord says.

The PHO has previously rolled out an app called Te Ara Pae Ora, which is used by community teams for whānau wellbeing, winter wellness plans and community care plans.

The app lets health professionals record and share personalised health advice with patients, covering everything from physical activity to nutrition and preventive care.

Its use is expanding to include more communities and enable winter wellness check-ups, Lord explains. 

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Kia ora whānau,

It’s me — Dougie the Little Kiwi. You might have seen me in gumboots, splashing through puddles, jamming to a bit of Dave Dobbyn, or even riding dragons through Aotearoa skies. 

I am that cheeky, fluffy digital bird that’s somehow wriggled my way into your feed, and maybe even your heart. But here is the thing, I am not just here to dance. 

I am here to do some good.

You see, I was not hatched in a bush or under a fern. I was born from imagination - a blend of AI tools, digital creativity, and one human’s big-hearted kaupapa to make tech feel more human. 

My companion, known to many as Trainer, did not just want to create a cute character, he wanted to spark a movement, one that brings warmth, humour, and heart into the world of digital transformation.

And somehow… it worked. Since ANZAC Day, over 52 million people have watched me do my thing. But I am not here to chase views, I am here to open doors, especially to the world of AI and digital health.

A Kiwi with a cause

Behind the feathers and the fun is a serious mission: helping everyday Kiwis feel at home in this rapidly changing digital world, especially when it comes to health and wellbeing. 

Let’s be honest, AI can feel scary. People worry it is going to take jobs, control our lives, or replace human touch. But the truth is, AI is already helping us - from faster medical diagnoses to better education tools and smarter farming. 

The challenge is not stopping AI, it is making sure we understand it and that it works for us, not around us.

That is where I come in. 

I am not here with big words and scary graphs, I am here with red bands, swannies, and a wink at our shared Kiwi humour. I make AI approachable, relatable, friendly, because tech should not feel cold, it should feel like home.

From classrooms to clinics

You will find me everywhere now; in classrooms, helping rangatahi understand digital citizenship; in hospitals, reminding patients and staff that compassion still matters in tech spaces; and on social media, giving homesick Kiwis a little taste of Aotearoa each morning.

You will even see me in health education resources. Yes, someone has asked if I would talk about prostate checks (don’t worry, I’ll keep it classy).

What started as a bit of digital fun is now turning into something much bigger. Dougie is becoming a digital ambassador, a symbol of how AI can support culturally grounded, community-driven storytelling. 

With backing from Trainer and the kaupapa of ‘no one gets left behind’, we are exploring how I can help in health campaigns, whānau engagement, and even digital equity planning across the motu.

Trainer used AI as a taonga, a treasure, not to replace people, but to uplift them. Every frame, every reel, every post is crafted with cultural care and deep intention. That is why people from across the globe - including teachers, kaumātua, nurses, and tamariki - now see me as their kiwi too.

A spark in the system

My presence supports some pretty big kaupapa — like Pae Ora (Healthy Futures), Te Whatu Ora’s goals around digital inclusion, and the growing momentum around Māori data sovereignty and culturally responsive tech. 

I might just be a digital kiwi, but I am part of a real shift in how we think about health, technology, and connection.

What makes the difference is not just what I do, it is how I make people feel. Whether it is encouraging someone to open their health app, attend a community wānanga, or talk to their GP online, if I can spark a smile and a little trust in that process, then I have done my job.

What is next?

People keep asking, “Dougie, what’s next?” and I always say ‘more connection, more belonging, more heart’.

I do not want to be famous, I do not want to get likes, I want to mean something.

That is why Trainer and I continue to work independently, creating content that uplifts rather than overwhelms.

I want to help build a future where digital feels like it belongs to all of us. Where rural whānau, elders, and young tamariki feel just as confident using tech as anyone else. Where healthcare is easier to reach and where culture is never lost in translation.

So next time you see me - perched on a fencepost, riding a rainbow, or just sitting quietly beside someone who needs a little joy - know this: it is not about me, it is about us, and the future we are creating: feather by feather, click by click, smile by smile.

Ngā mihi nui,

Dougie the Little Kiwi

AI-born. Community-raised. Future-focused.

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