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Virtual health

Where human meets digital in healthcare


Virtual health is here to stay

The speed, adoption and pace of digital transformation is accelerating, and with it, the delivery of healthcare, driven by evolving consumer expectations. Bridging the gap between technology and traditional in-person experiences is key to meeting these expectations and the demand on the digitisation of healthcare. COVID-19 has turbocharged this demand even more, empowering consumers to take control of their healthcare experience - before, during and beyond their interactions with a clinician.

With successful strategy and execution, virtual and in-person interactions combine for an enhanced, more accessible and equitable care experience for clinicians, consumers and carers alike. Together, their shared learnings play a critical, experience-led role in getting virtual healthcare right. Designed end-to-end, we help deliver the right outcomes, in the right place, at the right time - through hybrid models of care. Our modern healthcare approach is not an exclusively online experience, but a unified one. Delivering clients digital experiences that put people first, not only meeting but exceeding evolving expectations of technology and healthcare, together.

Together, let’s get virtual healthcare right.

Addressing systemic challenges

Virtual health presents multiple opportunities and challenges to the providers, consumers and funders of healthcare services. The challenges each faces are interrelated and at times complex.

The COVID-19 pandemic showed the power of embracing the change to telehealth as a collective across funders, consumers and providers. We must now look beyond this foundational level of virtual health services to leading and innovative virtual care practices which can deliver health improvements through working together.

What are key considerations for stakeholders in the virtual health ecosystem?

  • How can your organisation build upon and scale virtual health capabilities that worked well during the COVID-19 pandemic?

  • Which of your strategic partners can help you to be disruptive rather than disrupted?

  • What is your level of ambition for providing virtual care, your vision, goals and priorities?

  • What care does your organisation currently provide? What capabilities does this give you?

  • What care should be provided in person? What is the appropriate mix between bricks and pixels?

Models of care

  • What healthcare can be delivered through a virtual channel to ensure right care, right time at the right place?

  • How can you implement virtual health technologies without sacrificing the quality of the care?

  • Which governance structures will help your organisation integrate new virtual-health capabilities and manage operations as you scale?

  • Does shared governance and accountability drive operational performance of new, virtual models?

  • Are there clear workflows for care that is delivered virtually?

  • What are the professional, regulatory and accreditation standards that must be adhered to?


  • Is there a monitoring and evaluation framework to evaluate effectiveness, access, equity and efficiency of virtual health models?


  • What technology do you need to use to deliver care virtually?
  • What are the interoperability considerations with current systems and key care stakeholders?

  • What are the standards for identification, capturing consent, data and privacy concerns?


  • How can your organisation enable and empower healthcare providers to deliver care virtually?

  • How does your organisation resource a virtual care model?

  • What are the medico-legal considerations for virtual health in your organisation?


  • What are Australian’s expectations around virtual health? 

  • How do you ensure virtual health is designed to meet consumer needs? 

  • What education and training do people require to be empowered virtual health consumers? 

  • What are the considerations around identifying authentication and data and privacy concerns?


  • Have you assessed how cyber threats can impact your virtual care journey?

  • What is your role in maintaining cybersecurity for your consumers and stakeholders?

  • How do you plan to embed cybersecurity and privacy requirements as part of your virtual care model?

  • Do you understand the cyber skills required by your staff as part of your virtual care journey?

Funding model design

  • How can the Australian funding model be updated to support the adoption of virtual health models in primary, community and acute care settings? How can this be designed to improve care continuity? 

  • How can data and analytics ensure appropriate use of virtual health billing & coding?

Measuring outcomes

  • What outcome measures should be used to evaluate effectiveness, access, equity and efficiency of virtual health models?

  • What is the most appropriate way to incentivise outcomes and value (versus activity) in virtual health?

  • What are Australian’s expectations around virtual health? 

  • How do you ensure virtual health is designed to meet consumer needs? 

  • What education and training do people require to be empowered virtual health consumers? 

  • What are the considerations around identifying authentication and data and privacy concerns?

Understanding and accelerating your virtual health approach and capabilities

Our suite of Virtual Health services and solutions supports you to develop and embed sustainable virtual health models of care to keep people healthy and ensure people receive the right care, at the right place at the right time. 

Explore our suite of services and solutions to enable you to successfully deliver your virtual health vision.


For Providers

Virtual Care allows for increased visibility of an individual healthcare interactions, enabling better treatment, care, and prevention - more cost effectively.
Operational redesign
For Providers

Virtual models of care are required to meet and prevent complex healthcare challenges.
Enabling technologies
For Providers

Our ability to implement technology solutions end to end.
For Providers

A critical element to a successful virtual healthcare model is its people.
Economic impact
For Funders

Virtual health offers improved health outcomes, lower patient costs, lower provider costs, and improved participant experience.
Funding reform
For Funders

Our current funding model is overwhelmingly based on compensating for activities performed by the provider in the presence of the patient.

For all clients across the health and wellbeing industry, this desire can appear too complex. Our teams work with clients to unpack the virtual health vision that is data led, and highlighted in practical steps to foresee successful virtual health outcomes.

Services we offer:

  • Virtual Health Strategy

  • Hybrid Model of Care development

  • Platform and Solution selection and procurement

  • Strategic Benefits

  • Business Case Management & Development

  • Benefits Realisation and Management

This is particularly the case for chronic disease and population health management. Virtual models integrate the flow of services to provide sustainable control, visibility, and enable locational independent access. Our teams can support clients in determining the optimal operational model to meet their strategy and desired outcomes, as well providing a practical implementation approach. 

Services we offer:

  • Hybrid Models of Care

  • Target operating model (TOM) development

  • Operational and IT Governance

  • Virtual supply optimisation

  • Virtual Health Finance Effectiveness

We pride ourselves on remaining product agnostic, allowing ourselves to review and consider a broad set of products, and critically determining what technologies enable the client's unique requirements and foundations . We have alliance partnerships with best of breed technologies, platforms as well as our own Digital team, to give our clients investment strategy as well as delivery guidance and expertise.

Services we offer:

  • Secure by Design (Cyber)

  • Virtual Health Implementation: design to deploy

  • Implementation Management

  • Emerging Technology

  • Data & Insights

  • Virtual Health Portfolio Optimisation

Culture, staff capability and adaptability, as well as a strong focus on change management are key ingredients into implementing and maintaining a virtual health model - and vital in maintaining strong patient outcomes. 

Services we offer:

  • Enablement Virtual Culture 

  • Executive Leadership Academy - Virtual world

  • Change management

  • Digital Enablement and Training

  • Staff Experience design

This offers significant benefits to society as a whole, to funders, and to patients.  PwC can help you identify, quantify and measure these benefits.

Services we offer:

  • Virtual Care Economic Analysis

  • Policy and program review

  • Virtual Demand and population modelling

  • Business Case Management & Development

Existing public, private, state and Commonwealth funding models will need reform to ensure there is an economic incentive and appropriate compensation for virtual health. PwC can draw on its deep experience in healthcare funding to help providers redesign their funding models to support virtual health.

Services we offer:

  • Virtual Care Economic Analysis

  • Policy and program review

  • Virtual Demand and population modelling

  • Business Case Management & Development

PwC + alliance partners drive innovation and speed to value

We've established partnerships with selected companies to better serve your needs. In the healthcare space, we work with our alliance partners to deliver Virtual Health solutions for you.

Explore all our global Alliance relationships


Spotlight on our Virtual Health knowledge sharing series

Our Virtual Health knowledge sharing series provides insights and perspectives on the virtual healthcare landscape.

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Virtual health in 2020 - changes in care in response to the COVID-19 pandemic

In December 2020, we brought together Australian and American virtual health experts to discuss their virtual health experiences, opportunities and challenges in 2020. See highlights from our webinar, where they identified the need for robust strategies and evaluation, technological and operational models, and the need for more knowledge sharing globally to support the scaling up of virtual care.

Playback of this video is not currently available


Achieving virtual care at scale 

In March 2021, we brought together Australian and UK virtual health experts to discuss what we need for virtual care to be meaningfully embedded into the healthcare ecosystem. Watch the highlights from our webinar.

Why PwC?

Solving your problems is what’s most important to us.

PwC is a trusted advisor helping Australian health organisations adapt to the virtual world. Our team of health specialists bring a depth of understanding in data and analytics to help you decide what care to offer and how to measure outcomes; health economics to assess funding structures/models; digital to develop experiences and health policy to design interventions. We have a solid foundation in delivering effective digital customer experiences and an ability to articulate and measure the value of virtual care. We understand the complexity of the virtual health landscape and a vision for the opportunities it opens up our health, care and wellbeing sectors. Together, let’s get virtual healthcare right.



Contact us

India Hardy

Partner, Virtual Health Leader, PwC Australia

Tel: +61 424 203 669

Dean Dimkin

Partner, Health Technology Consulting Leader, PwC Australia

Tel: +61 418 880 944

John Forsythe

Partner, PwC Australia

Tel: +61 438 655 011

Emily Prior

Partner, National Health Analytics Leader, PwC Australia

Tel: +61 437 777 974

Emily Wilhelm

Partner, PwC Australia

Tel: +61 402 068 339

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