Virtual Consultation Services in Buntong Health Clinic, Malaysia

Background: Virtual Consultation Services (VCS) were introduced at Buntong Health Clinic (BHC), Malaysia in February 2023 as part of the National Health Reform Agenda in 2019 which was included in 12th Malaysian Plan, to enhance digitalhealthcare delivery, reduceclinic overcrowding, and improve accessibility. Objective: This study aims to reviewand improve the qualityof Virtual Consultation Services at Buntong Health Clinic, evaluate their effectiveness, and describe the socio-demographic characteristics of clients utilizing the service. Methods: A cross-sectional retrospective audit was conducted involving all clients enrolled in VCS at BHC from 1 January2023 to 31 December 2023. Universal samplingwas applied. Data were retrieved from digital clinic records and analyzed using descriptive statistics. A total of 1,624 clients who met the inclusion criteria were included in the analysis. Results: Of the 1,624 clients,51% were male and 49% female. The majority (96.8%)were aged 25–59 years, followed by 2.1% aged 18–24 years and 1.1% aged ≥60 years. Most clients had tertiary education (83.1%), while 16.2% had secondary education. The default rate was low at 0.86%. The most common co-morbidities were diabetes mellitus (417 clients), hypertension (191), ischaemic heart disease (148), and dyslipidaemia (80), indicating that non-communicable diseases formed the bulk of VCS users. Services delivered through VCS primarily included health education, diabetes services, maternaland child healthconsultations, medication adherence counselling, and chronic disease follow-up. Conclusion: The implementation of VCS in Buntong Health Clinic has demonstrated encouraging uptake, particularly among working-age adults with higher educational backgrounds and patientswith chronic diseases. The low defaultrate suggests good acceptance of the service. Further qualitative and quantitative research is recommended to assess client and healthcare provider satisfaction, identify challenges, and enhance service delivery, particularly among elderly and less digitally literate populations.