Strengthening COVID-19 support services

We are working with healthdirect Australia to establish a national 'Living with COVID' service for assessing, triaging and connecting people who test positive for COVID-19 to healthcare services.

Living with COVID support services

We are establishing a COVID-19 assessment, triage and GP connection service via the National Coronavirus Helpline (1800 020 080) operated by healthdirect Australia.

The comprehensive support service provides clear pathways to connect people who test positive for COVID-19 with health advice and safe and effective clinical care, based on individual risk assessment and triage.

Risk assessment, triage and escalation

The National Coronavirus Helpline provides clinical and non-clinical advice on COVID-19 and vaccines, 24 hours a day, 7 days a week.

If a person tests positive for COVID-19, either by PCR or RAT, they can call the National Coronavirus Helpline. The helpline will provide advice, and conduct a risk assessment and triage. Depending on the severity of their symptoms the operator will:

  • high risk – escalate and connect the caller to emergency services (000)
  • low to medium risk – provide digital resources on self-managing COVID-19, and connect the caller to a GP for further support (if required).

Engagement with GPs

In states and territories implementing the Living with COVID service, callers who test positive for COVID-19 can consent to their regular GP being notified of their COVID-19 positive status.

PHNs are communicating with general practices in their region to ensure they understand:

  • community care pathways
  • healthdirect's service offerings
  • their obligations
  • what processes to follow
  • how they will be supported.
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