614 - Improving Access and Outcomes Across New Zealand: Tend’s Integrated Digital-First Care Model

In this episode of Talking HealthTech, guest host Dr Max Mollenkopf sits down with Graham Denyer, GP and Medical Director at Tend, a hybrid digital and physical primary care provider operating across New Zealand.

Together they unpack what it really takes to redesign general practice from the ground up, and why getting it right matters more than ever.

Graham walks through how New Zealand's capitated funding model shapes the day-to-day reality of general practice, and why the blended model of government subsidy and out-of-pocket costs creates both opportunities and real tensions for patients and providers alike.

The discussion also touches into how Tend has built a fully integrated care model that brings together digital technology, telehealth, and physical clinics in a way that feels seamless for patients and clinicians.

There is also a candid look at the role of data and AI in lifting the quality of clinical records, how open notes are changing the relationship between patients and their care teams, and why benchmarking clinician performance across a large network is uncomfortable but necessary.

The episode also digs into Tend's approach to equity, particularly the work being done to improve access and outcomes for Māori and Pacific communities, and why well-designed digital tools can close gaps rather than widen them.

Since the recording of this episode, Tend has announced it is entering into an agreement to purchase Green Cross 'The Doctors' (pending shareholder approval). This network of 65 clinics across New Zealand will roughly triple Tend's footprint, and will see Māori iwi becoming one of the largest shareholders.

More information can be read in Tend's press release here.

Key Takeaways

🧑‍⚕️ Capitated Funding Model in NZ

The New Zealand primary care funding model is based on capitation, with a blend of government funding and patient co-pays, driving unique incentives and challenges.

🌐 Integrated Digital & Physical Care

Tend combines digital platforms and bricks-and-mortar clinics, allowing for unified health records and seamless patient journeys across online and in-person services.

📈 Data, AI, and Open Notes

Tend leverages AI for scribing and standardising clinical records, open notes for patient transparency, and centralised data to drive quality and continuity across care teams.

🌏 Equity and Access Initiatives

Specific strategies are in place to improve primary care access for Māori and Pacifica communities, with representation at the board level and targeted service design.

👩‍🔬 Multidisciplinary, Team-Based Care

Tend’s model supports distributed care teams, drawing on nurses, nurse practitioners, and pharmacists, positioning the GP as a team leader rather than sole provider.

Timestamps

00:00 - Introduction

02:03 - New Zealand’s capitation model

07:11 - Hybrid physical and digital clinics

12:55 - Unified technology/app experience

13:59 - Right channel, right care approach

21:15 - Telehealth workforce and flexibility

25:46 - Pricing, co-pays, and structure

28:54 - Data quality and AI scribe

44:12 - Clinical benchmarking and open data

54:59 - Māori and Pacifica health equity

01:03:21 - GP productivity and team-based care

Check out the episode and full show notes on the Talking HealthTech website.

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THT+ Digital Health Career Toolkit

Explore the free THT+ Digital Health Career Toolkit, a five-day email series to help you clarify where you fit in digital health and take your next step: talkinghealth.tech/toolkit.

THT+ Digital Health Career Toolkit

Explore the free THT+ Digital Health Career Toolkit, a five-day email series to help you clarify where you fit in digital health and take your next step: talkinghealth.tech/toolkit.