In this episode of Talking HealthTech, Peter Birch speaks with Ben Hurst, CEO of HotDoc, about evolving patient engagement, clinic efficiency, compliance burdens, and the future of hybrid healthcare delivery in Australia.

The conversation explores how HotDoc supports GPs and medical centres with digital tools to automate administrative processes, balance regulatory changes, offer flexible work arrangements, and improve access to care for patients in an increasingly virtual environment.

The discussion also highlights the growing pressures on general practice, including workforce shortages, rising patient demand, and competition from virtual-only providers and digital health apps.

Listeners will gain insight into how clinics can leverage technology to streamline workflows, capture patient information more effectively, and deliver personalised care, all while supporting doctors in managing burnout and maintaining work-life balance.

This episode offers practical perspectives for GPs, practice managers, and healthtech innovators looking to navigate the rapidly changing landscape of primary care.

Key Takeaways

🩺 The burden of compliance and administrative changes, such as payroll regulations and MyMedicare requirements, creates significant process challenges for GP clinics.

⚙️ Automating tasks like recalls, reminders, and bulk-billing consent can improve efficiency and free up time for doctors to focus on clinical care.

🌐 The rise of virtual healthcare and online consults is changing patient expectations, with convenience and accessibility taking priority, leading clinics to adapt with solutions like asynchronous quick consults and telehealth on demand.

👨‍⚕️ Flexibility for doctors, including hybrid and virtual care models, is crucial to address burnout and ensure sustainable practice amid an impending GP shortage.

🔍 Capturing patient intent, matching them with specialised providers, and leveraging technology to serve up relevant information are opportunities for further innovation in patient care pathways.

Timestamps

00:00 – Introduction and HotDoc’s mission

01:04 – 13 years of HotDoc and supporting GPs with administration

02:11 – Patient engagement and streamlining workflows

03:32 – Compliance challenges: MyMedicare, assignment of benefit

04:38 – GP clinic operations and shifting processes

06:00 – Impact of regulatory changes on clinic efficiency

08:00 – Competition from virtual providers and patient expectations

10:03 – Quick consults, asynchronous care, and responding to convenience demands

14:05 – GP workforce shortages, burnout, and capacity challenges

16:42 – Flexibility in GP work patterns and reducing burnout

18:53 – Benefits of virtual care for information capture

20:08 – Personalised intent-based patient matching and technology’s role

24:06 – Clinics’ priorities for 2025: automation, differentiation, sub-specialisation, and hybrid-care models

27:47 – Closing thoughts and future priorities for HotDoc

Check out the episode and full show notes on the Talking HealthTech website.

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