COVID-19 sent the world into a spin as we adapted to an entirely new way of life shrouded by fear and uncertainty. The advent of telehealth is one of the positives to arise from this period in time, completely transforming healthcare delivery, and its effects are still ongoing. Nurses, as front-line healthcare providers, have a big role to play in the growth of these services, bridging the gap between patients and medical care. With responsibilities extending beyond traditional roles, nurses now require specialised telehealth training to ensure they are equipped to deliver high-quality, accessible care in virtual settings.

The COVID-19 pandemic was a turning point for telehealth, seeing its integration into Australian healthcare systems. Faced with lockdowns and the need to minimise face-to-face interactions, healthcare providers quickly adopted telehealth solutions. Even as the pandemic began to wind down, there was still a big rise in telehealth appointments, with many patients and practitioners still enjoying the convenience and effectiveness of virtual consultations.

This convenience and effectiveness have never wavered. Telehealth now offers an innovative solution, allowing patients to receive medical advice, follow-ups, and even therapy sessions from the comfort of their homes. For patients, telehealth reduces the need for costly travel and time away from family, making healthcare more convenient and accessible. It also means that those who live in rural spots can seek medical advice earlier, addressing issues before they become severe and improving long-term health outcomes.

As the demand for telehealth grows thanks to all these positives, the need for training programs to equip nurses with the skills required to navigate this technology is essential. According to the Online Journal of Issues in Nursing, through the height of COVID-19, nurses were asked to begin delivering telehealth care without training.

“Anecdotal reports and interviews demonstrate that this quick deployment resulted in a lack of comfort with technology for both the nurse and the patient. Unique cultural nuances and telehealth etiquette required for a virtual visit were not considered, leaving some patients unhappy with the technology. Many nurses were unprepared to address sensitive issues via telehealth, such as a patient’s discomfort or concern about privacy. Thus, with increasing awareness of these challenges, it is now an appropriate time to step back and rethink best practices for telehealth related to the role of nursing, and nursing education.”

The Australian Digital Health Agency (ADHA) has established guidelines for telehealth practices, ensuring that these services meet the same quality and safety standards as in-person care. By tracking key performance indicators (KPIs) such as patient satisfaction, wait times, and treatment adherence, healthcare providers can find areas for improvement and address potential challenges. By gathering patient feedback on their telehealth experience, assessing health improvements following the consultation, and tracking follow-up rates to ensure continuity of care, practices can determine how effective their services are. Training needs to start with the basics, as it’s the little things that often matter most:

• Proper camera placement: Place cameras so nurses can make eye contact with their patients.
• Environment: Keep the background professional and clutter-free with no hints of personal belongings in sight. Make sure it’s nice and quiet so nurses can hear what the patient is saying. Patient confidentiality must also be respected.
• Establishing rapport: Telehealth appointments are usually shorter than their traditional counterparts, so it’s important to make a positive impression from the start.
• Body language: Simply nodding your head to allow the patient to feel heard can make a huge difference.
• Speaking with patients: Nurses need to speak slowly and clearly so that patients can hear and understand them correctly.
• Proficiency with cybersecurity: It’s essential to protect patient confidentiality and keep records secure.

Telehealth should complement, not replace, in-person care when it is needed. Hybrid models, where patients have the option to receive care either virtually or face-to-face, are the best way to make sure that telehealth services are used in the right way. For instance, a patient may start with a virtual consultation but be referred to an in-person appointment for further evaluation or procedures. By creating a seamless transition between telehealth and traditional care, healthcare providers can ensure that patients receive the right level of care based on their needs. This integrated approach allows telehealth to function as a flexible addition to standard healthcare practices without compromising quality.

As technology continues to evolve, ongoing training needs to be required for nurses and doctors across all medical settings. Preparing the nursing workforce for ongoing telehealth integration requires further training and education. Healthcare organisations and educational institutions must collaborate to create flexible, comprehensive training modules that cater to nurses at different stages of their careers. Telehealth training should be included in nursing education programs to equip new graduates with essential skills from the get-go, while continuous professional development programs will ensure that experienced nurses can keep up with the latest telehealth advancements.

By preparing the nursing workforce for a blended approach to healthcare—where telehealth complements traditional models—Australia can achieve greater healthcare equity, flexibility, and resilience. As we move forward, prioritising comprehensive telehealth training for nurses will be key to maintaining high standards of care and fulfilling telehealth’s potential to transform healthcare delivery across the nation.