A New Intelligence for Healthcare: The Abby Care Platform
From Morse Code to AI
At our inaugural conference in Broken Hill—a place steeped in the legacy of the Royal Flying Doctor Service—the most anticipated session began. Founder Charlie Veitch and CTO Sam Bensley took the stage to present the next chapter in that story of innovation.
They framed their mission with a powerful parallel: just as the RFDS used radio to solve the challenge of access nearly a century ago, Abby Health is now using Artificial Intelligence to solve the modern crisis of inequity.
That crisis, Charlie explained, is a profound cultural shift. For one-third of Australians, continuous care from a family GP is becoming a memory, lost to a system that has fueled the rise of transactional telehealth and prescription-focused online pharmacies.
He brought this home with a deeply personal story of caring for his father, whose fear and frustration in a system that couldn't provide a doctor who knew his story became the catalyst for a simple question:
"Why should patients have to choose between a clinician who’s available and one who truly understands them? They deserve both."
With the mission clear, the founders pivoted from the problem to a vision. To change the culture of healthcare, they argued, you must first change the environment. To restore curiosity and understanding to every consultation, clinicians need a space with the right tools
The First Step: A Calm and Prepared Welcome
"A consultation begins long before you see a clinician," Charlie explained.
The audience was shown the new patient Waiting Room - a serene digital space where patients can choose where they want to wait, wherever they are - from an experience in outback Australia to the ocean, we’re empowering patients to shape the experience of their care, transforming waiting from a moment of stress into one of peace.
The Heart of the Platform: A Space for True Connection
Next, the presentation moved to the core of the platform: the consultation itself. "For years, technology has often felt like a barrier in the consultation room," one of our Nurse Practitioners, Julia Segal, later commented. "To see a tool designed to remove those barriers and actually give us more time to connect is a profound shift."
Inside a state-of-the-art video suite, the presentation showcased the intelligent Clinical Snapshot. This is more than just a patient file; it’s a dynamic story of their health. The AI doesn’t just display a chronological history; it intelligently surfaces the most relevant information based on the patient’s presenting complaint. For a patient with a cough, for instance, the snapshot instantly prioritises their respiratory history, past medications, and smoking status, while also flagging that they are overdue for a flu vaccination.
"The design elegantly layers this information over the video feed, ensuring the clinician never loses eye contact," said Sam Bensley. "The technology must fade into the background, allowing the clinician and patient to be fully present."
The demonstration of the Abby Scribe drew significant interest. This tool transcribes the consultation in real-time and transforms it into a summarised, editable clinical note. It also intelligently mines the conversation for key updates to the patient's record, such as allergies, social history and more.
Crucially, the AI is always positioned as an assistive and observational; the clinician remains the locus of judgement, empowered by the technology but always in full control of the final clinical decisions.
The Follow-up: A Culture of Continuous Care
"A single consultation is rarely the end of a health journey," Charlie stated. "An environment built for continuity is the antidote to transactional care."
He revealed that clinicians can now schedule a follow-up appointment directly from the platform, a feature fundamental to building long-term therapeutic relationships. This is supported by the Automated Care Loop, which allows for the creation of personalised follow-up plans. This goes beyond simple reminders, enabling nudges for lifestyle changes, symptom monitoring, and specialist follow-up tracking.
The presentation sparked a lively Q&A session. One clinician noted, "It's hard understanding the patient when we know so little about them; they bounce between services and we lose the story." This fragmentation is precisely the challenge Abby is helping solve.
As our Clinical Director, Dr. Bosco Wu, noted, "That collective clinician-led wisdom is what ensures our technology is not just smart, but genuinely useful and safe. The feedback from this session will directly shape our next development cycle."
A New Standard of Care
The unveiling at Broken Hill was more than a product launch; it was a declaration of a new standard for what online care can and should be. It marked a commitment to move beyond the limitations of reactionary telehealth, proving that when you combine access with a deep sense of understanding, you don't just get better telehealth - you get the continuity of care every Australian deserves.
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