National Health Call Centre Team
Overview of the National Health Call Centre Network (‘the Network’)
The establishment of a National Health Call Centre Network (the Network) is an initiative of the Council of Australian Governments (COAG) and was announced in February 2006.
Health call centres are an effective and popular way to provide the community with access to healthcare information and advice, without time or geographic restrictions. Good access to accurate information helps people to make informed decisions about their health care and can also improve confidence in the health system.
The Network commenced delivering services in July 2007 under a single national name, healthdirect Australia, and national phone number - 1800 022 222.
Network services are currently being delivered to the Australian Capital Territory, Northern Territory, South Australia, Western Australia, New South Wales and Tasmania.
Once fully rolled out the Network will enable anyone, anywhere in Australia, to ring for health advice and information 24 hours a day, seven days a week. Registered nurses, supported by electronic decision support software and algorithms, provide safe and effective health triage, information and advice to callers. The Network also provides access to accurate and reliable health care information online, and has the capacity to support add-on services and to assist in health threats and emergency situations.
The development of a nationally consistent approach to health call centres commenced in 2001 with the Australian Government and State and Territory governments working collaboratively to achieve this goal.
In February 2006, the Council of Australian Governments (COAG) signed a Heads of Agreement to establish the National Health Call Centre Network. More information on the COAG decisions, including the Heads of Agreement, is included in the 10 February 2006 COAG Communique available at www.coag.gov.au.
The Australian Government and the governments of the Australian Capital Territory, New South Wales, Northern Territory, South Australia, Tasmania and Western Australia have established National Health Call Centre Network Ltd (the Company). It is a private company limited by shares, which is responsible for contracting with service providers for the call centre's services and managing the Network's operations. Queensland and Victoria have signalled an intent to join, but are yet to commit formally to the Network.
The Australian Government Department of Health and Ageing is providing ongoing national support and policy input to the Network through the National Health Call Centre Network Team located within the Primary & Ambulatory Care Division. The Team is responsible for representing the Australian Government’s interest in the ongoing implementation of the Network through joint working arrangements with the participating states and territories; and liaison with the Company – the Network’s management vehicle.
For further information about the Network write to us at:
National Health Call Centre Network Team
Primary & Ambulatory Care Division
Australian Government Department of Health and Ageing
MDP 1050, GPO Box 9848
Or call: (02) 6289 1555 and ask for Primary & Ambulatory Care Division
For information about healthdirect Australia or to contact National Health Call Centre Network Ltd, visit their website at www.healthdirect.org.au or email info@nhccn.com.au
