Calvary-Medibank using AI and remote monitoring to support more than 130,000 COVID patients so far

Remote monitoring and artificial intelligence (AI) are being used by Medibank and Calvary to support local health authorities manage COVID cases across the country.

Both technology solutions used by the Calvary-Medibank joint venture are designed to take pressure off the health system so that hospitals and health services can look after patients in need of higher levels of care. The joint venture has supported more than 130,000 people in the community to date.

Medibank Group Executive CEO Health Services Dr Andrew Wilson says technology can add capacity back into a health system that is feeling the pressure from the exponential increase in COVID cases across the nation.

Every health system has limits and COVID is currently testing these. Using technology to assist in the assessment of the level of care people need and then provide telehealth support or remote care monitoring is an opportunity to take some of this pressure off.

In response to the surge in cases at the beginning of the year, people registering a positive COVID result in Queensland may have been contacted by Billie, a voice-based AI Assistant for Queensland Health’s COVID support program.

Billie sent an SMS to flag that she would be in touch, with the subsequent call consisting of a series of questions. People were then connected to the care pathway most appropriate, which included information to help manage their symptoms at home through to a follow up contact via telehealth for additional support.

Calvary National CEO Martin Bowles says AI can provide support at a scale currently needed to support the community.

“AI is a powerful complement to the other services available to the public to combat the significant uptick in cases which has placed pressure on health resources. It’s a way to connect a large number of people to the care they need sooner, which benefits them and the system at large,” Mr Bowles says.

The Calvary-Medibank partnership is exploring other opportunities for the technology, including those beyond COVID.

Calvary and Medibank have also combined their clinical and telehealth experience to remotely support and monitor people who have received a COVID positive test result and are well enough to stay at home.

The COVID Care at Home program offers a range of support including the ability for patients to measure their pulse, oxygen levels and/or temperature when needed, using equipment delivered to their home.

Mr Bowles says that the information can be monitored at a virtual care centre, with a team of doctors, nurses and support staff providing services such as regular check-ins and clinical escalation if needed.

By supporting people at home, the program takes pressure off emergency departments and GPs, who are freed up to look after more acute cases. It also helps to stop the spread of the virus by helping people stay at home to safely recover in their home.

Dr Wilson says the increasing use and acceptance of technology to support care in the community has broad applications beyond the current public health crisis.

“Virtual care, whether it be hospital in the home, specialist mental health services or primary care support, is the next frontier for healthcare in Australia. It’s a way to reduce pressure across the public and private health system, as well as an opportunity to design care around the needs and preferences of patients and their families,” he said.

The Calvary-Medibank joint venture has supported more than 130,000 people in the community across New South Wales, Victoria and Queensland in response to the COVID pandemic. It commenced delivering the COVID Care at Home program in WA last month.