New data from the Australian Bureau of Statistics (ABS Patient Experiences 2024–25) — highlighted by the RACGP in a November media release — shows access and affordability trending in the right direction. Fewer Australians delayed or skipped GP care, continuity improved, and most patients felt their GP spent enough time. Here’s what that means for clinic operations heading into 2026.
Key Summary – at a glance
- Delays down: 26.6% delayed or did not see a GP when needed (29.2% in 2023–24). This is a meaningful improvement. (ABS)
- Continuity up: 67.2% could always see their preferred GP, supporting better relationships and adherence. (ABS/RACGP)
- Access steady: 99.0% said they could see a GP when needed (up from 98.9%). (RACGP citing ABS)
- Consult time strong: Most patients reported their GP spent enough time with them. (RACGP citing ABS)
- Telehealth stabilised: 22.5% used telehealth, below the 2021–22 peak of 30.8%, now a complement to in-person care. (ABS)
What Improved in 2024–25
Fewer people delayed or skipped GP care
The ABS reports 26.6% of people delayed or did not see a GP when they needed to, down from 29.2% in 2023–24. That’s a notable shift in patient behaviour — fewer people postponing care, and more engaging earlier. Source.
Why it matters: Earlier presentation helps prevent deterioration and reduces pressure on urgent care. Clinics can build on this momentum by keeping access signals clear (online booking visibility, wait-time messaging, and same-day options for urgent needs).
Access stayed very high
According to the RACGP summary of ABS data, 99.0% of people reported they could see a GP when they needed to (up from 98.9%). Meanwhile, 83.4% saw a GP during the year (up from 82.6%). Source.
Why it matters: High perceived access sustains patient trust and reduces “shopping around”. Maintaining fast-track pathways for acute issues and clear after-hours information keeps this perception strong.
Continuity with a preferred GP improved
The ABS shows 67.2% could always see their preferred GP (up from 66.4%). Source.
Why it matters: Continuity is associated with better chronic disease outcomes, adherence and satisfaction. It also increases the likelihood of rebooking and positive word-of-mouth.
Patients felt GPs spent enough time
The RACGP notes that most patients said their GP always spent enough time with them. Source.
Why it matters: Perceived time is a powerful driver of trust and comprehension. Right-sized appointment lengths, clear agenda-setting at the start, and explicit next-steps at the end all contribute.
Telehealth Stabilises and Access Patterns Shift
Telehealth use sits at 22.5% of people, well below the pandemic peak of 30.8% in 2021–22. This suggests a steady balance where telehealth complements in-person care rather than replacing it. Source.
In practice, clinics can reserve telehealth for clinically appropriate scenarios — repeat scripts, short follow-ups, result discussions, or chronic disease check-ins — while directing more complex or diagnostic consults to in-person slots to maintain quality and perceived “time spent”.
Operational angle: Align booking templates with demand (clearly label telehealth vs in-person), route telehealth to the patient’s usual GP where feasible to protect continuity, and keep fee/Medicare messaging consistent to minimise confusion.
Practical Actions for Clinics in Early 2026
- Continuity by design: Reception scripts that prompt “would you like to see your usual GP?”, named-GP recall lists, and rebooking at checkout maintain the 67.2% continuity trend.
- Appointment architecture: Keep the “spent enough time” rating high and protect longer slots for complex care; use pre-visit SMS checklists to focus the consult.
- Transparent costs: Clear fee signage and online fee pages reduce cost-related deferral and support earlier presentation.
- Telehealth fit-for-purpose: Offer defined telehealth use cases, with routing to the patient’s usual GP where feasible to protect continuity.
- Monitor your own metrics: Track delays/deferrals, continuity with preferred GP, and “time spent” feedback alongside DNA rates and rebooking patterns.
Conclusion
The 2024–25 ABS results point to a more accessible, stable primary care environment: fewer delays, strong access, better continuity and sustained consultation time. By aligning booking, continuity prompts and telehealth usage to these trends, clinics can carry momentum into 2026 and keep patient experience moving in the right direction.
Disclaimer: This blog is a general overview and should not be construed as professional legal, financial or medical advice.
FAQs
- How big is the improvement in delays?
26.6% delayed or did not see a GP when needed in 2024–25, down from 29.2% in 2023–24 (ABS). It’s a meaningful shift that clinics can reinforce through clearer access options and rebooking.
- What’s happening with telehealth?
Telehealth use is 22.5%, below the 2021–22 peak of 30.8% (ABS). It’s now a targeted complement to in-person care — ideal for short reviews, scripts and results where clinically appropriate.
- How can we improve continuity with a preferred GP?
Use “preferred GP” prompts in reception scripts and online booking flows, maintain named-GP recall lists, and rebook at checkout. These small steps support the 67.2% continuity trend (ABS).
- What drives patients’ sense that GPs spend enough time?
Right-sized appointment length, clear agenda-setting up front, and finishing with agreed next steps. The RACGP notes most patients felt their GP always spent enough time in 2024–25.
