How GPs are finding new ways to do more with technology

Across the industry, it’s clear that GPs are responding to ensure the care they provide, and the practices they operate, remain sustainable.

These constraints have placed outsized demands on doctors and support staff, as well as the systems and processes a well-functioning practice relies on. Despite this, CommBank Health’s upcoming GP Insights report (CommBank GP Insights research findings based on an online survey of GP decision makers and patients. Report to be released in February 2023) shows consistently high levels of patient satisfaction with the quality of care Australians receive. 

However, it’s perceptions of convenience among patients where the changing landscape is beginning to have an impact. This includes a pull-back in satisfaction with the availability of people’s preferred GP and options to book and manage appointments.

Utilising the power of digital technology
The ongoing digitisation of the end-to-end patient journey and practice operations is one strategic response being employed across the industry. 

According to the GP Insights report, most practices plan to increase investment in technology again this year, albeit moderately. The fastest-growing areas of digital adoption are centred on patient convenience and care. 

The Healthy Options CommBank & KPMG Healthy Options report 2022, produced by CommBank Health and KPMG last year, also demonstrated how digital processes and automation can make it easier for patients to book, pay for services and claim benefits. On the practice side, it also highlighted the delivery and administration challenges that needed the most attention, while revealing savings in time, cost and labour that could be gained. 

Ultimately, both reports identify similar technology-enabled pathways to ensuring that practices can deliver a modern and professional digital patient experience, allowing them to devote finite resources to clinical care rather than paperwork. 

Improving the practice and patient experience
CommBank Health CEO Albert Naffah believes his team can help by addressing the challenges GPs face in navigating the administrative complexities of the primary health system.

‘We recognise that GPs should be spending their time caring for patients, and given the pressures of more patients with the same or fewer staff, this time becomes even more important,’ he said.

‘In our discussions with GPs, practice managers and in our research, consistent themes emerge. 

‘Having disparate internal technology platforms and systems, the need to connect to multiple payers and schemes, and clunky processes to track and reconcile cash flows, are just a few.’

Mr Naffah said that CommBank’s Smart Heath solution, an all-in-one directory, payments and claims platform, has evolved with these challenges in mind. 

It now provides seamless payments and instant claiming across Medicare (Medicare Easyclaim is a digital claiming channel that helps practices lodge Medicare bulk bill and patient claims. Diagnostic Imaging, Radiology and Pathology claims excluded), Health Funds (Available Health funds are ACA, AAMI, AHM, Apia, Australian Unity, Bupa, CBHS, CBHS Corporate, CUA, Defence Health, ESH, Frank, GMHBA, HBF, Health Partners, HCF, HIF, Latrobe, Medibank Private, NIB, Peoplecare, Phoenix Health, Police Health, Qantas Assure, QCH, RT Health, Suncorp, Teachers Health, Territory Health, Teachers Union, Uni Health, Union Health, Westfund), Workcover schemes (This applies when the WorkSafe Victoria payment rules of a claim are fully met. In some cases claims may require further assessment. Eligible providers are Physiotherapy, Pharmacy and General Practitioner (GP) providers registered with WorkSafe Victoria) and for overseas visitors (Eligible insurers are Bupa & nib), seeking to reduce the complexity associated with the process. 

Through the solution, patients can find and book a provider through the Whitecoat directory, pay for services and claim benefits on the spot. For practices, integrations with practice management systems and automated reporting, reconciliation and digital receipt storage reduce manual processes and lighten the administrative load. 

‘In the coming months, Cubiko’s practice insights and Surgical Partner’s service fees and doctor distributions data will go live in our CommBank Smart Heath dashboard,’ Mr Naffah said. 

‘Alongside our transactional insights, this provides a single view of practices’ financial and operational performance which can save time and support crucial decisions about the practice’s future.

‘We continue to think deeply about how we deliver a better experience for general practices and patients through digital innovation and data-enabled services. This is vital when many practices are under pressure.’ 

This article is intended to provide general information for CommBank Smart Health. It does not have regard to the financial situation or needs of any reader and must not be relied upon as financial product advice. You should consider seeking independent financial advice before making any decision based on this information. Commonwealth Bank of Australia ABN 48 123 123 124 AFSL 234945. 

Log in below to join the conversation.

Commonwealth Bank technology