Tuesday, 02 June 2020 11:14

Australians increasingly shift online to access services during COVID-19 Featured

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Lifestyle habits of Australians have undergone a major shift since the COVID-19 pandemic first hit, with record numbers of Australians exploring online substitutes for everything from access to health support services to exercise, skills training and entertainment, according to new survey by NBN Co, the operators of the National Broadband Network.

The survey - which investigated Internet usage habits before and during social distancing - was conducted by Venture Insights and commissioned by NBN Co, and found increased demand for key online activities, with 48% of respondents who have needed to access a health service during the crisis doing so using a telehealth service and almost two thirds (63%) of respondents open to considering using telehealth in the future.

NBN Co says the change in healthcare habits has occurred across age demographics. The number of over 65s accessing telehealth services doubled from 1 in 8 (13%) to 1 in 4 (27%), and “the future looks bright for telehealth with those aged 25-34 most open to accessing these services in the future”.

The survey reveals that access to online services has played a significant role in keeping Australians connected with 84% of respondents who have worked from home during the crisis have beaten social isolation by connecting with family through video calls.

And Australians are also missing the social connection from work colleagues with almost three quarters (73%) of respondents making social video calls with their colleagues - up from just over half pre COVID-19 (54%).

The survey also found that both physical and educational training has been at the fore during COVID-19 with half of respondents (50%) working from home indicating they are also working on their fitness with the assistance of online classes, up from 1 in 3 (38%).

And young Australians aged 18-24 have also used their social distancing time to upskill with almost one third (30%) undertaking online work skills training and 1 in 4 (26%) doing so on a regular basis, in contrast to those aged 55-64 where only 15% reported having done so.

In addition, the research revealed an increase in spending on entertainment equipment, with 1 in 6 (15%) purchasing items such as smart TVs, media devices or digital assistants to keep them entertained during downtime.

“We’ve seen online activity significantly increase during COVID-19 as Australians rely on broadband to work from home, access telehealth services, learn new skills, connect with friends and family and enjoy entertainment,” said Brad Whitcomb, Chief Customer Officer, NBN Co.

“Our research shows that people have significantly increased their use of online services and that many expect new online habits to stick as life returns to normal.

“One of the activities that is being heavily supported is telehealth. The waiting room is no longer an essential stop on the path to see a GP and now more than ever Australians of all ages are accessing telehealth services - a trend that is likely to continue once restrictions have lifted.

“Accessing telehealth services saves both money and time as patients no longer need to jump in the car and drive to a consultation. This is particularly important for many regional and rural Australians who may need to travel long distances to see a specialist.”

Simone Dudley, Co-Founder of leading allied health telepractice Therapy Connect, said, “Telehealth has been a vital element of healthcare for rural and regional Australians for many years. I’ve run a telehealth practice for six years, providing thousands of hours of speech and occupational therapy, psychology and physiotherapy supports to children and families living all over Australia via the nbn.”

“The reality is, many of our clients wouldn’t have access to various forms of therapy and other healthcare practices without telehealth services.

“Over recent months I have noticed the confidence in telehealth services from clients growing, as they realise they can still receive the highest quality treatment. I anticipate people will continue to use telehealth services, particularly as more practitioners begin to offer the service”.


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Peter Dinham

Peter Dinham - retired and is a "volunteer" writer for iTWire. He is a veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).

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