A Letter From the Founders: Charlie and Dr Ramu Nachiappan (GP)
A new ache, a persistent cough, a feeling that's just… off. A question we ask ourselves in the middle of the day or late at night: Is this normal?
For generations, the answer to that question began with a call to someone who knew you: your regular family doctor. But for millions of Australians, that single, trusted guide is now out of reach; too expensive, waiting lists closed, and not available when you need them.
We've been left medically adrift in an unsettling new reality. You're forced to start from scratch each time with a clinician who feels more like a stranger, hoping they can grasp your story in a few short minutes at a walk-in clinic or a transactional telehealth call.
We've each felt the weight of that reality.
And it's why we came together.
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Charlie Veitch
"I navigated this reality with my father as he lived with a complex health condition, cancer, in rural Australia. I saw firsthand the vulnerability of not being able to access our regular doctor in my dad's moment of need.
Between appointments, we didn't know what was normal and what was severe. There was the constant anxiety of trying to explain to various clinicians what we were dealing with so they understood the full picture. They didn't.
I was left questioning:
Why was dad's healthcare experience so disconnected?
Why was so much information missed by those who made the decisions on his health?"
Dr Ramu Nachiappan (GP)
"And from the other side of the desk, I saw the clinical consequence of this fragmentation. For thirty-five years as a GP in Broken Hill, NSW, my deepest desire has always been to provide continuous, thoughtful care, but that's difficult to achieve without knowing the patient's history.
I'd regularly see new patients and think, "There has to be more to this story; something just doesn't add up." To leave a patient with more questions than answers feels like a failure.
The core of medicine is a caring, trusting relationship. I saw patients feeling lost and my colleagues feeling powerless to provide the care they knew was needed. That isn't just inefficient; it's a profoundly unsettling way to practice medicine."
We realised our perspectives were the essential parts of a single solution. A solution built on the belief that every Australian deserves to feel truly known and cared for.
So, we are reimagining that journey.
Imagine it starts again with that same quiet question. But this time, instead of facing that unsettling reality alone or turning to Dr Google, you turn to a place that already knows you. A place that helps you understand your symptoms in the context of your medical history. Instantly, you start a conversation with Abby, our medical AI, who can help you understand what's normal and when it's time to seek help.
Within hours, you're speaking to a qualified medical professional who doesn't have to ask, “So, what's going on?” They already have the context. The conversation is deeper, the diagnosis is clearer, and the care is continuous. You're not just a transaction; you're a person on a journey, and you have a dedicated team to guide you.
A Doctor-Led Framework for the Next Generation of Care
This is the future we are building—one designed to restore what we've lost: access to a medical professional who knows you, when you need them. It's a future where technology works silently in the background to bring back care that truly understands you. A future where every healthcare journey is guided by intelligence, a beautiful user experience that offers clarity, and above all, care.
We started Abby Health to bring back the peace of mind that comes from being known. We're here to listen. And we're here to help guide you back to health.
We have a lot of work to do.
With care,
Charlie & Ramu
For the evidence behind this model of care, read our review of telehealth versus in-person care in Australia.
You can read about where the platform is heading in our report from our inaugural conference in Broken Hill.
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The information reflects guidance available as of the "last updated" date shown above. Medical knowledge evolves, and individual circumstances vary — always discuss decisions about your care with a qualified clinician.
In an emergency, call 000 or attend your nearest emergency department. Abby Health is not an emergency service. For mental health crisis support, call Lifeline on 13 11 14.
If you have feedback or believe any information in this article requires correction, please contact our editorial team at support@abbyhealth.app. Abby Health complies with AHPRA advertising standards and the Australian Commission on Safety and Quality in Health Care's National Safety and Quality Health Service Standards.
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