Assessing Patient Perceptions of Telehealth

The pandemic has reinforced digital behaviours and altered the experience of care itself. In the early days, the unknown dangers of the virus drove many people to seek out and use telehealth. Digital convenience not only drives trust and loyalty pre-and post-visit, but patients are increasingly looking for care that meets them where they are. 

Collecting and analysing data on how well patients’ needs are being met through this growing media is critical for management and learning. Adding the analyses of telehealth to existing patient experience assessments will identify additional patterns to support the identification of insights and best practices. 

You are invited to participate

Insync will be undertaking a national research project to assess and profile the primary care industry’s response to delivering compassionate, connected care to patients through telehealth practices.

Participation in this project will allow individual primary care practices to understand and respond in real-time to their patients’ attitudes and perceptions of telehealth and benchmark their performance compared to peer organisations nationally.

The survey for the study will be a customised version of Insync healthcare partner Press Ganey’s validated telehealth survey solution used by 1,000s of practices globally. The survey contains 12 rating items, a set of background and demographic items and 3 opportunities for qualitative feedback.

Post-survey we will provide genuine insights into how to engage telehealth patients, (both at an individual practice level and for the PHN region), through our advanced analytics and post improvement support models.

Register to participate
Why Insync?
  • Confidence

    Our experience in partnering with over 25,500 organisations, gives you the assurance that feedback will be gathered accurately, efficiently and within the agreed timeframes.

  • Objectivity

    Our independence means that people can rely on their responses remaining anonymous, thereby encouraging full and honest feedback. Likewise, we will analyse and interpret this feedback as needed to provide an objective view.

  • Insights

    Our engagement and experience frameworks, developed by our skilled professionals, are based on leading-edge research. This means that we can give you clear feedback on your strengths and improvement areas.

  • Action

    Clear insights, together with facilitated support, a results portal available 24/7 and a large library of best practices means that you will be able to identify and prioritise actions to address your challenges and opportunities.

Participation details

Key dates

  • 12th of May – 17th of June: Register to participate
  • 17th of June: Last day to register to participate
  • Following registration, Insync will provide a study protocol and online survey link and QR code unique to your practice
  • July – August: Participating practices distribute survey invitations to all telehealth patients. Online results will be available in real-time via your dedicated portal
  • September: Benchmark uploaded to the portal, scorecards available to download and results analysed by Insync
  • October: Research paper released
  • November – December: Good practice guide and improvement planning workshops available


Insync is asking participating practices for a nominal contribution of $250 (ex GST) per practice to cover administrative costs for setting up survey links and QR codes unique to each practice.

Participating practices from supporting PHNs will automatically receive a 50% discount of $125 (ex GST) when they register. This discount will automatically be applied when you complete registration.

Register to participate

Want to learn more or have further questions? Contact our dedicated Telehealth study team via: