605 - The Cost of Care: Improving Transparency and Access in Australian Healthcare

Why It Matters

By making costs visible and guaranteeing payments, GotoHealth could reduce costly delays, boost clinic sustainability, and reshape how Australians consume primary health services.

Key Takeaways

• Price transparency reduces appointment cancellations and no‑show rates
• GotoHealth guarantees clinic payment using Uber‑style token system
• 48% of Australians delay care due to affordability, per 5,000‑patient survey
• Real‑time payouts improve clinic cash flow and patient booking experience
• Younger Australians prioritize cost and schedule over traditional practitioner relationships

Summary

The Talking Health Tech podcast featured Jacomi Matthews, founder and CEO of GotoHealth, discussing how her startup aims to bring price transparency and easier access to allied‑health services across Australia.

Matthews cites research that 48% of Australians have postponed or cancelled appointments because they cannot afford them, and her own field work found that 20‑21% of weekly bookings are cancelled or rescheduled, with an additional 5% no‑shows. GotoHealth tackles both sides of the problem: patients gain upfront cost information, while clinics receive guaranteed payment for every booking.

The platform uses an Uber‑style token that authorises a charge two minutes after an appointment ends, delivering funds to the clinic in real time—far faster than the typical 24‑48‑hour settlement. Early adopters, including a network of 62 physiotherapy clinics, report that bookings become searchable and payable in under two minutes, and that cancellation rates have dropped.

If widely adopted, the model could lower emergency‑department overload caused by delayed care, improve cash‑flow stability for practices facing stagnant Medicare rebates, and push the broader Australian health system toward consumer‑driven pricing standards.

Original Description

In this episode of Talking HealthTech, Peter Birch speaks with Jakomi Mathews, founder and CEO of Goto.health, about the role of technology in improving price transparency, payment workflows, and access to healthcare services for both patients and clinics across Australia

The conversation explores how gaps in pricing visibility and payment processes continue to shape patient behaviour and clinic operations, and why these challenges persist despite broader conversations around health system reform.

The discussion delves into the origin story behind Goto.health and the real-world experiences that highlighted the need for a more transparent and predictable approach to healthcare payments.

It also examines the growing impact of affordability pressures on patients, including delayed care and the risk of bill shock, as well as the operational inefficiencies faced by clinics in managing cancellations, no-shows, and inconsistent cash flow.

Beyond these challenges, the episode looks at how digital payment models inspired by other industries can streamline booking and payment processes across different care settings.

It also considers broader implications for the healthcare ecosystem, drawing on insights from both Australian and international approaches, and highlights emerging innovations that aim to create a more connected, efficient, and patient-centred healthcare experience.

Key Takeaways

🩺 Price transparency and accessibility remain major barriers to healthcare; nearly 50% of Australians delay or cancel care due to affordability

💳 Goto.health uses a model similar to Uber for healthcare payments, guaranteeing clinic payments and reducing cancellations or no-shows

📈 The current healthcare SaaS booking incumbents are still only capturing a small fraction of medical appointments in Australia

🦷 The Australian healthcare landscape has significant cost variance, especially in dental care, driving some patients to seek treatment overseas

🌏 Regulatory trends are pushing for mandated price transparency, both in Australia and in the US, influencing Goto.health’s roadmap

Timestamps

00:00 – Introduction & background

00:47 – Goto.health origin story

02:05 – Clinic workflow challenges

03:18 – Price transparency impact

07:41 – Out-of-pocket healthcare costs

12:02 – Benefits for clinics and patients

15:13 – Goto.health’s product in action

18:07 – Scaling the model & group implementations

21:08 – Payment integrations and industry challenges

23:29 – Roadmap and international expansion

25:45 – Market context and platform growth

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

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