Online medical consultations expanded during the pandemic, especially for the elderly. Like with online classes and working from home, they helped to limit exposure to the coronavirus in the community. But the telehealth market remains in its early stages. The Consumer Council recently
reviewed Hong Kong’s telehealth services in a survey that included 840 consumers, 833 Western and Chinese medical practitioners, and 14 business providers. The exercise is timely. An ageing population, more people
moving to the mainland and technological advances are all factors in the expansion of telehealth services.
Council chairman Clement Chan Kam-wing said Hong Kong’s public sector telehealth was on a par with those in other countries but the private sector’s operational guidelines, which cover Chinese and Western medical practitioners, were lacking when it came to telehealth platforms operated by insurance companies and non-medical business operators providing access to doctors.
The survey found that Hong Kong’s private telehealth services need more transparency and guidance, and the watchdog called on the health authorities to offer detailed guidelines and for the industry to specify qualified service providers. The council also identified trade practice issues, including privacy and security concerns.
Online consultations can help ease the workflow and burden of the public healthcare system. The Health Bureau has pledged to look into the council’s recommendations, which include enhanced regulation of all telehealth providers and a voluntary accreditation mechanism for data security and privacy protection.
Primary healthcare must adapt to technological advances and finite resources. But public confidence is paramount. Secretary for Health Lo Chung-mau is right to
urge patients not to prioritise convenience over quality: “Telemedicine should be provided by qualified medical professionals who are certified and registered; all services they offer [ …] should be monitored.” He said a different system, such as one for doctors for “real life” consultations and another for remote services, could affect quality and safety. Patient welfare must be the ultimate consideration in service delivery.
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