Local initiative boosts digital health confidence across Gippsland

A partnership between Gippsland PHN and Neighbourhood Houses Gippsland has demonstrated the power of trusted community support to improve digital health literacy, helping more than 400 Gippslanders confidently access digital health services.

Initially designed to raise awareness of the new 1800MEDICARE app, the project quickly evolved into something much broader. Across 20 participating Neighbourhood Houses and community centres, staff and volunteers provided approximately 252 hours of personalised support, assisting 416 community members with navigating a range of digital health services.

For many participants, downloading the app was only one part of the journey. Support to recover myGov accounts, complete Digital ID verification, link Medicare, reset passwords and access email accounts was often required, resulting in improved confidence using smartphones and online government services.

Trust made the difference

A clear theme emerged across participating organisations: people were far more likely to engage when support was delivered by trusted local organisations through familiar community settings.

Neighbourhood Houses reported that one-on-one appointments consistently achieved the strongest outcomes, while integrating assistance into existing community activities encouraged greater participation than standalone information sessions. As confidence grew, many participants began recommending the service to family and friends, creating a steady stream of word-of-mouth referrals.

Beyond app installation

The project also highlighted the barriers many community members face when accessing digital health care.

Many participants required other assistance before they could install the app, including navigating forgotten passwords, outdated email accounts, identity verification and concerns around online privacy and security. Older devices, limited digital confidence and uncertainty about the retirement of the previous Medicare app were also common challenges.

By providing face-to-face support, Neighbourhood Houses helped participants overcome these barriers and build lasting digital confidence while improving their access to government health services.

Building capability for the future

The benefits extended beyond the individuals who received support.

Participating organisations reported increased confidence among staff and volunteers, strengthened relationships with local health services and greater capability to continue supporting digital inclusion within their communities after the project concluded.

The project reinforced several key ingredients for successful community digital health initiatives:

• Trusted local relationships encourage participation
• One-on-one support delivers the strongest outcomes
• Integrating digital health assistance into existing community programs increases engagement
• Staff and volunteer confidence grows through practical experience
• Building community capability creates benefits that will continue beyond the life of the project

Attendees reported a greater understanding of the digital health care options available to them, with one participant sharing, “The session helped me understand when I should go to the hospital and when there are other options available.”

The one-on-one assistance was particularly valuable, helping participants overcome barriers to accessing their health information online. As one attendee explained, “The one-on-one support made all the difference. I was able to set everything up and now know how to access my own health information.”

Another participant highlighted the importance of the tailored support, saying, “I struggle with technology, but someone sat with me and helped me download the app. I wouldn’t have been able to do it on my own.”

As digital health care continues to become an increasingly important part of Australia’s health system, initiatives like this demonstrate that improving access is about more than technology. It is about ensuring people have the confidence, support and trusted local connections they need to use it.

For more information about the Australian Government’s range of digital health tools, visit the digitalhealth.gov.au website.