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Experiences and Perceptions of Patient Watch, a Rural Telehealth Case Management Model, for Frequent Presenters to
Mary Malakellis1, Anna Wong Shee1,2, Laura Alston1,3
1Deakin Rural Health, Deakin University, Warrnambool, Victoria, Australia.
The Australian Journal of Rural Health
|July 11, 2026
Summary
Patient Watch, a telehealth case management model, improved patient experiences and reduced emergency department visits and hospital admissions. Tailored care is needed for frequent presenters due to diverse needs.
Area of Science:
- Health Services Research
- Telehealth
- Case Management
Background:
- Frequent emergency department (ED) presenters experience complex health needs and high treatment burdens.
- Existing care models may not adequately address the diverse clinical and demographic profiles of these patients.
Purpose of the Study:
- To evaluate patient experiences with the Patient Watch telehealth case management model.
- To assess the impact of Patient Watch on ED presentations, healthcare utilization, quality of life, and chronic illness care.
Main Methods:
- Prospective longitudinal cohort study with a convergent-parallel mixed-methods design.
- Qualitative semi-structured interviews and quantitative assessments (Quality of Life-8D, Patient Assessment of Chronic Illness, ED data).
- Study conducted in a large public health service in regional and rural Western Victoria, Australia.
Main Results:
- Patient Watch improved perceived care coordination and healthcare access, aiding acute exacerbation management.
- Significant reductions observed in ED presentations (p<0.001), hospital admissions (p<0.001), general practitioner visits (p=0.02), and specialist visits (p=0.01).
Conclusions:
- Cohort heterogeneity and the evolving nature of the Patient Watch program presented challenges to standardized care and impact evaluation.
- The diverse profiles of frequent ED presenters underscore the necessity for tailored, individualized care approaches.
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