Strengthening virtual care quality
Strengthening virtual care quality is one the Commission’s four priorities of high quality digitally enabled care.
To achieve this objective, safety and quality standards are being developed to support high quality virtual care across health care settings.
What is virtual care?
The Commission defines health care as:
“the prevention, treatment and management of illness and injury, and the preservation of mental and physical wellbeing through the services offered by clinicians, such as medical, nursing and allied health professionals”
Building on this, we define virtual care as:
"any interaction between a patient and a clinician(s), occurring remotely with the use of information technologies"’
Many organisations use the term ‘telehealth’ to describe virtual care services.
Virtual care is delivered in a range of ways, for example:
- telephone and videocall, such as a consultation with a general practitioner or medical specialist including the long-term management of chronic health issues
- the provision of routine prescriptions through a portal and other prescription request channels
- remote patient monitoring with the use of medical devices or imaging for diabetes or long-term wound care
Virtual care can be delivered either synchronously (real-time) using telehealth (e.g. audio or video) or asynchronously (not real-time) through a virtual remote monitoring platform.
Safety and quality standards for virtual care
The Commission leads national efforts to improve the safety and quality of health care. We develop national standards in partnership with the healthcare system and community representatives.
Our National Safety and Quality Health Service (NSQHS) Standards set the requirements for delivering high-quality care across all parts of the healthcare system.
As virtual care becomes more widely used, the Commission is developing specific safety and quality standards for virtual care. These will align with the third edition of the NSQHS Standards, which are based on the new National Model for Clinical Governance.
Timeline
The development of the virtual care standards commenced in June 2026. It is anticipated they will be released in late 2027.
Engagement
We will seek views from across the health system by:
- Undertaking a national consultation process to review and comment on draft virtual care standards – currently scheduled for October 2026
- Using the expertise of the Commission's Digitally Enabled Care Advisory Committee and the Australian Digital Health Agency’s Virtual Care Expert Advisory Group
Governance
The Commission will utilise its existing governance structures to review the virtual care standards. Following the public consultation, the standards will be finalised and reviewed through the Commission’s standing committees:
- the Inter-Jurisdictional Committee,
- Private Hospital Sector Committee, and
- Primary Care Committee.
The standards will then be submitted to the Commission’s Board for approval and subsequent publication.
Frequently Asked Questions
How were the virtual care standards initiated?
As part of a broader program to strengthen the quality of virtual care in Australia, Minister for Health and Ageing, and Minister for Disability and the National Disability Insurance Scheme, the Hon Mark Butler MP and the Australian Government Department of Health, Disability and Ageing supported the development of national safety and quality standards for virtual care by the Commission in a statement made on 19 June 2026.
Why is the Commission developing standards for virtual care rather than incorporating requirements into existing standards?
Dedicated requirements will enable the Commission to provide clear, fit-for-purpose standards tailored to the specific characteristics of virtual care delivery, while remaining aligned with the draft third edition of the National Safety and Quality Health Service (NSQHS) Standards and the full range of safety and quality standards.
Unique aspects of virtual care include:
- appropriate selection and support of patients for virtual care
- digital literacy and technology requirements
- managing clinical and technical risks
- informed consent and the collection of health information
- patient identification
- maintaining privacy and confidentiality of consultations
- managing clinical emergencies and deterioration
- transitions of care and sharing of information
- remote monitoring.
What is the relationship between the virtual care standards and the NSQHS standards?
The virtual care standards will align with the draft third edition of the NSQHS Standards and build on the National Model for Clinical Governance. They will be designed to complement rather than duplicate existing requirements, providing specific guidance on interactions between a patient and clinician(s), occurring remotely with the use of information technologies.
Which health services will the virtual care standards apply to?
The virtual care standards are intended to apply across any healthcare setting where virtual care is provided, including public and private hospitals, primary and community healthcare, paramedical services and commercial direct-to-consumer virtual care providers.
The Commission will consider a range of implementation options, working closely with the Australian Government, peak bodies and stakeholders throughout development.
Will the virtual care standards be mandatory?
All virtual care providers will be encouraged to implement the standards. The standards will be aligned with the National Model for Clinical Governance, providing contemporary, best practice guidance to support virtual care providers to strengthen their clinical governance arrangements.
The Commission will consider a range of options for assessing whether expected standards of safety and quality are met, working closely with the Australian Government. This may include an accreditation scheme.
How will stakeholders be involved in developing the standards?
The Commission will undertake a public consultation process of draft standards where stakeholders will have the opportunity to provide feedback on the draft requirements, scheduled for late October 2026. The Commission's Digitally Enabled Care Advisory Committee and the Australian Digital Health Agency's Virtual Care and Telehealth Expert Advisory Group will provide expert input throughout development.
Do the standards duplicate or conflict with other standards and guidance?
The Commission acknowledges standards and frameworks recently developed across the health and standards sectors, many of which are setting specific. The Commission’s standards draw on this work to develop a set of requirements spanning hospitals, primary and community healthcare, ambulance/paramedicine as well as direct-to-consumer providers.
The Commission will work closely with industry partners to develop standards that are fit for purpose across different virtual care providers.
When can the health system expect to see the standards?
The Commission expects to publish the standards by the end of 2027. This aligns with developing the third edition of the NSQHS Standards, which supports harmonisation between the two standards, especially for health providers that offer both face-to-face and virtual care.
How can organisations or individuals stay informed and provide input?
To stay informed and participate in the public consultation when it opens, contact the Commission's Digital Health Team or sign up for updates (Digitally Enabled Healthcare).
Contact
For questions and to provide feedback on the development of the virtual care standards, contact the Digital Health Team.
Stay in touch
Keep up to date with project updates, including consultation information and how you can be involved.