Refining Patient Intake to Reduce Friction

In this episode of Talking HealthTech, guest host and clinician Dr Max Mollenkopf is joined by Cliffe Hodgkinson, co-founder of Updoc, to explore the rapidly evolving world of telehealth and digital healthcare in Australia.

The discussion dives deep into how Updoc is reshaping access to primary care, using technology to streamline patient intake, triage, and workflow management while maintaining robust clinical governance.

The episode also examines the challenges and opportunities of building a digital health business, from recruiting and engaging clinicians with flexible work models to navigating economic pressures and policy changes.

The conversation explores patient expectations in the digital age, the practical realities of delivering online consultations, and the ways digital platforms can complement traditional GP services.

Cliffe and Max explore what drives patient adoption, how friction points in traditional clinics are being addressed, and what the future may hold for hybrid models of care that blend online and in-person consultations.

Key Takeaways

🩺 Updoc offers flexible, on-demand telehealth for routine and urgent care across Australia, focusing on accessibility for rural and time-poor patients.

🔗 Incremental innovation and listening to user feedback drive continuous improvements in patient intake flows, data integration and care delivery.

👨‍⚕️ Doctors are attracted by hyper-flexible work arrangements, supporting clinicians returning to work and those balancing multiple roles.

⚖️ Updoc prioritises clinical governance, developing frameworks for patient safety, credentialing, and collaborating with Patients Australia on digital health standards.

💡 Telehealth complements, but doesn’t replace, in-person care, offering new pathways for multimodal, hybrid healthcare delivery in Australia.

Timestamps

00:00 – Updoc introduction & mission

00:05 – Updoc's formative experiences

06:47 – Incremental innovation at UpDoc

14:30 – Clinician engagement & workforce

16:49 – Clinical governance approach

22:02 – Accessibility focus: rural/time-poor

29:30 – The future of telehealth vs. traditional care

38:53 – Potential for hybrid & triage models

44:03 – Patient impact story

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