Can virtual care close the access gap?

On 24 June 2026, the IHF Virtual Care Special Interest Group, in collaboration with Apollo Hospitals Group India, hosted a webinar exploring how virtual care can expand access to health services for vulnerable, rural and under-served communities. Chaired by Dr Sai Praveen Haranath of Apollo Hospitals Group, the session brought together health leaders from Australia, Pakistan and Tanzania. Their experiences showed that successful virtual care depends not only on technology, but also on financing, regulation, infrastructure, clinical capacity, data protection and trust. 

Extending care beyond hospital walls 

Karol Petrovska shared examples from New South Wales, where geography, workforce shortages and long travel distances make access to care particularly challenging. Through virtual generalist and specialist services, smaller and more remote facilities can obtain clinical support even when a doctor or specialist is not physically present. This approach can help facilities remain operational, reduce unnecessary patient transfers and allow people to receive care closer to home. Virtual assessment can also support emergency services by identifying which patients require urgent intervention and which can safely be managed through other pathways. 

“We have had to manage the narrative that virtual care is somehow second best, or not quite as good. Our experience shows that a large proportion of people are very happy with it, with high levels of satisfaction.” – Karol Petrovska, Director, Connected Care, NSW Ministry of Health, Australia 

Designing services around local realities 

The discussion highlighted that there is no universal model for virtual care. Services must be designed around the needs, infrastructure and cultural context of the communities they support. 

Dr Mah Talat described an initiative in Pakistan that connected a local public health facility with remote clinical expertise and community-based support. The facility had previously struggled to provide consistent services because of limited human resources and a shortage of qualified healthcare workers. By combining community outreach, local health workers and virtual access to specialists, the model helped patients move more effectively into appropriate care. Virtual care was integrated into the existing facility and referral system. 

The example also showed that successful virtual care does not always depend on sophisticated technology. Where internet access is limited, telephone consultations and community access points can still provide meaningful support. The priority is to understand the existing gap and use digital tools to strengthen local services. 

Connecting facilities with specialist expertise 

In Tanzania, Aga Khan Health Services has been developing virtual networks between hospitals, polyclinics and specialist teams. Murtaza Mukhtar explained how local doctors can obtain support from cardiologists, intensivists, anaesthesiologists and other specialists. Virtual consultations can help clinicians determine the next steps in a patient’s care before requiring travel to a major hospital. This is particularly valuable where specialist services are concentrated in large cities. Patients may otherwise travel considerable distances simply to receive test results, confirm a treatment plan or determine whether an in-person appointment is necessary. 

“We have seen a lot of trust and satisfaction. There is also significant time saving for patients who would otherwise travel hundreds of kilometres to see a specialist.” – Murtaza Mukhtar, Head of Clinical Operations, Aga Khan Health Services, Tanzania 

Remote consultations must, however, be connected to wider care pathways. Patients may still require diagnostic tests, medication or in-person treatment, making clear referral and follow-up systems essential. 

Technology is only one part of the solution 

Connectivity remains a major challenge, particularly in rural and remote areas. Where video consultations are not possible, telephone-based services can still provide access to clinical advice. Community facilities can offer trusted locations where patients connect without needing their own devices. 

Regulation and financing are equally important. Health systems must determine how virtual services will be funded, whether remote consultations will be recognized by insurers, and how clinicians can practise across institutional or national boundaries. 

Services also need secure digital platforms, clear clinical protocols, trained local staff and appropriate consent and data-protection processes. Connected devices and remote monitoring are creating new possibilities for patient follow-up, while raising questions about privacy, data ownership and access to information. 

Building trust in virtual care 

Patient and clinician trust emerged as one of the most important conditions for success.  Patients need confidence that they are speaking to a qualified professional, that their information will remain secure and that the consultation will lead to meaningful care. Trust is strengthened when services are culturally appropriate and linked to familiar local institutions. 

In some communities, patients may feel more comfortable joining a virtual consultation from a trusted health centre than connecting independently from home. Confidence grows when services are reliable, responsive and supported by clear follow-up pathways. 

Closing the gap, not replacing in-person care 

The webinar challenged the idea that health systems must choose between virtual and face-to-face care. Instead, virtual care should be understood as another channel through which patients can reach the right level of care. It can help specialists support more communities, maintain facilities facing workforce shortages and reduce unnecessary travel. It can also strengthen continuity by connecting patients, local clinicians and hospitals. 

“Virtual care can bridge the gap and close the gap. By incorporating technology, collaborating and learning from experiences in different regions, we can make care more accessible.”  – Dr Sai Praveen Haranath, Apollo Hospitals Group 

The discussion reinforced that virtual care should begin with the access problem, not the technology. Models must be adapted to local realities, connected to full patient pathways and supported by sustainable financing, governance and regulation. Virtual care is not a second-best alternative to traditional healthcare. When designed around people’s needs and integrated into existing health systems, it can offer safe, trusted and highly valued care while extending services to communities that have too often remained beyond their reach. 

Watch the full webinar recording to hear more from the speakers.