Maurice Zicman, Vice President CX Strategy at TP in Australia, explores how new technologies are transforming Australian healthcare with some providers setting up operations in neighbouring Bali to help cope with growing demand.
Australia’s healthcare system is under growing strain. Nearly one in five Australians is now aged 65 or older, driving increased demand for care, while a global shortage of healthcare workers is limiting the system’s ability to respond. Shortfalls across nursing, medical and allied health roles are already being felt most acutely in aged care and in regional and remote communities, with pressures set to intensify over the next decade.
Technology has become an essential infrastructure for keeping healthcare accessible, responsive and sustainable.
As technology capabilities expand, so too does the ability of healthcare organisations to move beyond domestic borders to support the growing intake of patients and triaging access to trained medical professionals.
Addressing workforce shortages through global care models
Artificial intelligence is reshaping how care is delivered behind the scenes. AI-enabled tools are increasingly being used for medical triaging, clinical documentation and decision support, helping healthcare providers assess patient needs faster and more consistently - and enabling access to care faster and 24 hours a day.
This is particularly important as consumers come to expect healthcare that is not limited to traditional business hours.
Technology is also enabling new workforce models that help address the global shortage of healthcare professionals. We are seeing healthcare organisations expand beyond domestic borders to access skilled medical talent while maintaining high standards of care.
One emerging example is Bali’s evolution as a healthcare support hub. With its ability to attract trained medical professionals from around the region and offer a high-quality lifestyle, Bali is becoming a viable location for healthcare operations such as patient intake, triaging. care coordination and medical claim processing. These offshore teams, supported by secure digital platforms and AI-assisted workflows, can operate around the clock, helping Australian providers extend capacity without compromising patient experience.
This approach allows specialists time to be optimised focussing on patient facing care, ensuring patients are directed to the most appropriate specialist, while easing pressure on overstretched onshore teams.
Three ways technology is changing healthcare in Australia
For everyday Australians, the rise of digital and emerging technologies is translating into more informed care decisions, improved access and better health outcomes - often without the need to step inside a hospital.
1. Reducing burden on staff while improving patient experience
Healthcare professionals are facing unprecedented workloads, administrative complexity and staffing constraints. Technology is helping to relieve this pressure by automating routine tasks and improving workflow efficiency.
Cloud-based electronic health records bring patient information together in one place, reducing duplication and ensuring care teams have access to up-to-date data. AI-powered tools are streamlining documentation and reporting, allowing clinicians to spend less time on screens and more time with patients.
At TP, we are seeing growing demand for automation across appointment booking, billing and claims processing. These capabilities free frontline staff to focus on what matters most - delivering quality, compassionate care.
Critically, this transformation is not about replacing people with machines. It is about enabling healthcare professionals to work at the top of their game and devote more time providing human-to-human care.
2. Easier access to care through virtual and digital services
Virtual care has moved from pandemic workaround to mainstream expectation. Telehealth, video consultations, online portals and remote monitoring are now integral parts of the healthcare journey.
Patients can connect with doctors, nurses and allied health professionals from home, reducing wait times and pressure on physical clinics. For regional and rural communities, digital care models can be transformative, removing the need for long-distance travel and expanding access to specialist support.
When combined with AI-driven triaging and 24/7 service models, virtual care also ensures patients are guided to the right level of care at the right time - whether that’s self-management, a GP consult or escalation to urgent support.
3. High tech, high touch: balancing digital and human care
While technology is reshaping healthcare delivery, the human connection remains central to good care. Patients value empathy, reassurance and clear guidance, particularly when navigating complex or emotionally charged health issues.
The most effective care models combine the speed, accuracy and accessibility of digital tools with trained, compassionate people who support patients throughout their journey. Technology can optimise the system, but it is people who shape the experience.
What this means for Australians
Digitisation and new care models are helping to make Australia’s healthcare system more efficient through reduced paperwork and smarter workflows; more accessible through telehealth, virtual triaging and remote monitoring and more sustainable by easing pressure on clinicians and infrastructure.
The result is a healthcare ecosystem that is smarter, accessible and more responsive - serving patients in metropolitan centres and regional communities alike.
The road ahead
Australian healthcare is entering an era where precision, convenience and empathy must go hand in hand. Success will belong to organisations that can seamlessly integrate advanced technology with high-quality human support, enabling care that is proactive, personalised and patient-centred.
The future of healthcare will be smarter, more connected and more preventative. It will support clinicians to make better decisions, free up time for direct patient care and give Australians easier ways to stay engaged with their health - anytime, anywhere.
Healthcare organisations that strike the right balance between powerful digital capability and human care will set the benchmark for better outcomes, greater efficiency and a more trusted patient experience.
