LASA Telehealth: Transforming aged care in Australia

Accenture partnered with the Australian Government to provide insight into the ways aged care organisations could realise the promise of telehealth.


Telehealth is seen as a digital technology with major potential for aged care. Despite this, adoption to date has been limited, a key factor being the lack of supporting infrastructure, funding models and integration to the broader health system. In early 2013, the Australian government devised a program to investigate how the National Broadband Network (“NBN”) could support telehealth technology in Aged Care, Cancer Care and Palliative Care.

With funding from the NBN-enabled Telehealth Pilots Program Leading Age Services Australia (“LASA”) and the ACIITC2 began a series of trials with two key aged care providers. Accenture was a strategic partner to the consortium, providing insight into how aged care organisations could measure the benefits of digital telehealth technologies, integrate to the broader health ecosystem and learn lessons to inform any potential larger scale rollout.

Australia’s aged care providers face significant and ever increasing pressures. Too few care providers work in rural locations and demand outstrips availability of care, even in major cities. Many providers have shown an interest in using digital technologies to improve the efficiency of their healthcare delivery, and yet they had not made a clear business case for national investment.


The consortium’s aim for the project was to test four new models of care and assess how these could be scaled nationally. Accenture drew on its international health experience and deep understanding of digital to define how digital technologies could support Australian aged care and help improve care outcomes. Specifically, Accenture helped by:

  1. Aligning digital metrics to business outcomes

  2. Assessing the role of other eHealth infrastructure

  3. Linking strategic planning with execution


Accenture’s framework allowed LASA to identify and link key metrics in each service model to agreed business outcomes. This ensured they could clearly quantify the value of the technology through its effect on the four service models to better demonstrate the various benefits for patients and aged care providers. Specifically, Accenture helped the consortium demonstrate:

  1. Remote monitoring which allows aged care providers to better manage chronic conditions and offers a mechanism for early intervention

  2. Video-enabled education consultations

  3. Video-enabled medication prompting

  4. That monitoring services enable providers to increase healthcare access in rural communities