Caringbah Medical Centre has expanded its telehealth services with the addition of an AI-powered triage system that helps patients describe their symptoms and prepares information for doctors before video consultations begin.

The system, implemented last month, aims to make telehealth appointments more efficient while ensuring patients who need in-person care are identified early.

How the System Works

When patients book a telehealth appointment through the clinic’s website, they’re guided through a symptom assessment conversation with an AI assistant. The system asks targeted questions based on the patient’s responses, building a detailed picture of their condition.

This information is summarised and provided to the doctor before the consultation begins, allowing them to review the case and prepare relevant questions or advice.

“Previously, the first five minutes of every telehealth appointment was gathering basic information,” explained Dr. Sarah Nguyen, the clinic’s principal GP. “Now we have that before the appointment starts. We can jump straight into discussion and assessment.”

The AI doesn’t diagnose conditions or recommend treatments. Its role is purely information gathering and organisation.

Addressing Telehealth Limitations

Telehealth surged during the pandemic and has remained popular, particularly among time-poor working professionals and parents with young children. However, its limitations have also become apparent.

“Video consultations are great for many things, but they’re not appropriate for everything,” Dr. Nguyen acknowledged. “The AI triage helps us identify cases that really need to be seen in person before the patient spends time in a video call that ends with ‘you need to come in.’”

The system flags potential red flags and recommends in-person appointments when symptoms suggest conditions that can’t be properly assessed remotely.

Patient Experience

The triage conversation typically takes 3-5 minutes and can be completed anytime before the scheduled appointment. Patients report finding the process straightforward.

“I was sceptical about talking to a computer about health stuff,” admitted patient Michael Torres of Woolooware. “But it was actually very thorough. It asked questions I wouldn’t have thought to mention, and my doctor clearly had all the context when we connected.”

The clinic worked with team400.ai to ensure the system’s questioning logic aligned with clinical best practices and Australian healthcare standards.

Privacy and Security

Patient data collected through the AI triage is handled under the same privacy protocols as all medical records, stored on Australian-based servers compliant with healthcare data requirements.

“We know patients are rightly concerned about health data,” Dr. Nguyen said. “This system is part of our existing medical record system, with the same protections and controls. It’s not a separate app sharing data with unknown third parties.”

Patients can request a copy of their triage summary and have it deleted from records if desired.

Results So Far

After six weeks of operation, the clinic reports:

• Average telehealth appointment duration reduced by 4 minutes
• 15% of bookings redirected to in-person appointments before video calls
• Patient satisfaction scores unchanged (indicating no negative impact)
• Doctor satisfaction improved (less time on repetitive questions)

Expansion Plans

The Caringbah clinic is part of a small network with locations in Miranda and Cronulla. Based on the Caringbah trial, the other locations plan to implement the system in early 2026.

“This is about using technology to enhance care, not replace it,” Dr. Nguyen emphasised. “The doctor-patient relationship remains central. We’re just using AI to handle the administrative burden so we can focus on what matters: looking after our patients.”

Patients can book telehealth appointments through the Caringbah Medical Centre website or by calling the clinic directly.