Dedicated helpline assists the people of Mildura access GPs
Published: 1 March 2023
Healthdirect Australia manages a range of bespoke health services which are designed to meet public health needs for specific population groups and health concerns, or to bridge gaps in health service provision.
The flexible, scalable infrastructure of larger services, such as the healthdirect/NURSE-ON-CALL helpline, allows small-scale, bespoke health services to be set up quickly and cost-effectively.
Coordinated plan to assist the residents of Mildura
Healthdirect Australia, Department of Health, Disability and Ageing, Victoria Department of Health and Murray Primary Health Network partnered to assist the town of Mildura in Victoria after approximately 15,200 patients in Mildura were left without access to a general practice service following a private medical group ceasing all services in 2022.
Advice from the Murray PHN indicated that to solve this problem, any service would need to assist patients with the following:
- status of results (diagnostics, specialist services etc)
- status of referrals and correspondence
- how to access alternate GP services in the community — who is accepting new patients
- where to seek other support services
- how to access My Health Record
- escalation to clinical service (i.e. NURSE-ON-CALL and expanded after hours service)
- local surge primary care clinic.
The dedicated helpline was live in just eight days and ran for six weeks and assisted 160 people across a wide range of queries.
The rapid establishment of this short-term safety-net service, and the approach in supporting these patients, is a great example of how different parts of the health system work together to support patients to access the care they need, when they need it.
Healthdirect Australia runs a variety of longer-term bespoke services which you can read about here: Bespoke health services | healthdirect
Last reviewed: March 2023