2021, November, Successes and Failures in Telehealth Conference: Expanding footprint and improving access to care with video telehealth

Pfeiffer, S., & Turner, A. (2021). Expanding footprint and improving access to care with video telehealth, Successes and Failures in Telehealth Conference, Virtual. November 2021.


At the end of 2020 Coviu conducted a case study with their customer, Youthrive – an allied health social enterprise based in QLD, to gain a better understanding of their experience with video telehealth. 

Prior to the pandemic, Youthrive offered less than 0.1% of total consults as telehealth. During the pandemic, 60% of services were successfully delivered online.  

Along with offering continuity of care to existing clients, video telehealth enabled Youthrive to expand its footprint and deliver much needed mental health services to young people and their families in the Darling Downs & West Moreton region. Youthrive had previously considered outreach services, but was unable to do so due to travel costs. Telehealth helped remove the barriers, enabling families to receive therapy when it was needed. 

In addition, Youthrive were able to make use of video telehealth to optimise their operations and reduce waitlists. Clients waiting for in-person services at their preferred clinic are offered telehealth as an alternative with clinicians at other sites who have capacity. It gives clients a choice of appointment options and enables them to receive therapy sooner than they would be able to in-person. This is particularly important for families who require early intervention.  

Introduction of video telehealth at Youthrive also made therapy more accessible to clients. In particular to those with disabilities, families who require therapy multiple times per week and for working caregivers. At times, video telehealth reduces the need to travel, eliminating the time and costs associated with transportation. It also enables young people to access therapy without taking excessive time off school and/or work commitments. 

Overall, 40% of Youthrive’s clients advised that they wanted to continue video telehealth post-pandemic and 70% said telehealth services were working either “extremely well” or “very well”. 

Video telehealth has now become a permanent part of Youthrive’s services and more research is being done to learn how additional services can be delivered online.


Case Study