For many Australians, accessing a dermatologist has long meant long waitlists, limited availability, and significant travel, especially for those living outside major cities.
“Sorry, the next appointment is in 12 months.”
“Sorry, we’re not taking new patients.”
“Sorry, you’ll have to go on the waitlist.”
These responses are all too common in specialist dermatology care across Australia.
Virtual Dermatology was created to change that. Founded and owned by Australian dermatologists, the clinic’s mission is simple: to make high-quality dermatology care accessible to everyone in Australia. By combining specialist expertise with telehealth technology, Virtual Dermatology is helping patients access care faster - no matter where they live.
At the centre of that model is Coviu’s healthcare-specific telehealth platform, which powers the clinic’s seamless virtual consultations.
For Virtual Dermatology co-founder Dr Kieran Dang, the motivation for building the service came from the widespread access issues facing patients. “Even in major cities like Sydney or Melbourne, seeing a dermatologist can mean a three- to six-month wait,” he explains. “If you live outside a major city, access becomes incredibly difficult.” In regional and rural communities, the challenge is even greater. Many areas have only a handful of dermatologists - if any - and some clinics simply cannot accept new patients.
“For many Australians with a dermatology problem, the question becomes: what are you meant to do?” Kieran says.
This gap in access inspired the founding team to rethink how dermatology services could be delivered. Virtual Dermatology was established around three years ago by a unique founding group: Kieran, a GP with a background in health technology, alongside two practicing dermatologists. Together, they saw an opportunity to build a model that could deliver the same level of specialist care patients receive in a clinic - but online.
“Our goal was to replicate the quality of care you get in person, but deliver it via telehealth.”
Not all medical specialties are suited to virtual consultations. But dermatology, by its nature, translates extremely well to telehealth. “Dermatology is a visual specialty,” Kieran explains. “With a good photo and a strong patient history, dermatologists can often diagnose and manage conditions very effectively.”
This ability to assess conditions visually means patients can receive specialist care without needing to travel long distances or wait months for an appointment. “One of the biggest advantages of telehealth is that it allows us to provide care across all of Australia.” By removing geographical barriers, Virtual Dermatology has been able to connect patients nationwide with specialist dermatologists.
Creating a virtual dermatology service required more than just video calls. From the start, the team focused on designing a workflow that was smooth for patients, clinicians, and administrative staff. “When we were building Virtual Dermatology, the biggest challenge was designing workflows that worked for everyone,” Kieran says. As someone with experience in health technology, he evaluated multiple telehealth options before selecting Coviu. “The solution that worked best for us, and was easiest for both doctors and patients, was Coviu.”
Unlike generic video conferencing tools, Coviu is purpose-built for healthcare workflows. “We wanted the experience to be as simple as possible,” Kieran explains. “With generic video tools, you end up managing multiple links and messy workflows. That just doesn’t work in healthcare.”
One of the key reasons Virtual Dermatology chose Coviu was the platform’s ability to replicate the structure of a physical clinic. Patients receive a single consultation link and enter a virtual waiting room, where clinic staff can manage appointments and communication.
“For patients, it’s very simple,” Kieran says. “They receive one link, join the waiting room, and they’re in.” The waiting room also allows reception teams to manage the consultation flow in real time. “Our reception staff can see the patient queue, message patients if someone is running late, and manage everything in one place,” he explains.
Doctors can then easily see which patients are waiting and begin consultations with a click. “It creates a smooth experience that closely mirrors an in-person clinic.” When telehealth works well, patients barely notice the technology at all. “Honestly, we don’t hear much about the platform from patients,” Kieran says. “And that’s exactly what you want.”
Beyond improving access for patients, the virtual model has also allowed Virtual Dermatology to expand its network of dermatologists. One of the biggest constraints in dermatology is simply the number of specialists available. By operating as a virtual clinic, Virtual Dermatology has created a more flexible way for dermatologists to contribute their time.
“Dermatologists can work much more flexibly,” Kieran explains. “They might work a few hours in the evening, or around family commitments.” That flexibility makes it easier for clinicians to participate without the overheads and scheduling constraints of a traditional clinic.
“This model has helped us build a service dermatologists genuinely enjoy working in,” he says. “And that allows us to see more patients and continue growing.”
While telehealth adoption accelerated during the COVID-19 pandemic, some patients initially remain unsure about virtual specialist consultations. “Some patients are initially skeptical,” Kieran says. “They wonder whether virtual dermatology is legitimate.”
But those concerns usually disappear once patients experience the service. “Once patients have their consultation, they’re usually very happy,” he says. “The process is smooth and easy, and they’re grateful to receive specialist care much sooner than they otherwise could.”
Today, word-of-mouth referrals have become one of the clinic’s biggest growth drivers.
Looking ahead, Kieran believes healthcare will increasingly move toward hybrid models that combine both virtual and in-person care. “My goal is that we move toward truly hybrid systems,” he says. “Not physical clinics on one side and telehealth on the other, but a blended model designed that way from the start.”
In this model, telehealth can handle consultations, follow-ups, and many diagnoses, while physical clinics focus on procedures and treatments requiring in-person care.For clinics considering telehealth, Kieran emphasises that success depends on careful planning.
“You have to think carefully about the full experience - for the patient, the clinician, and the admin team,” he explains. “If the workflows and technology don’t support each other, it becomes messy very quickly.”
For Virtual Dermatology, Coviu has played a crucial role in delivering a smooth and scalable telehealth service. “Coviu has allowed us to execute Virtual Dermatology really well,” Kieran says. “It’s helped us build a seamless experience for doctors, patients, and admin staff.”
And that seamless experience has been key to the clinic’s success. “Without Coviu, the system would have been far less intuitive - and it may not have been as successful.”