Customised call-back support service boosted vaccinations

Published: 4 June 2024

The design of the Easy Vaccine Access (EVA) service, funded during the COVID-19 pandemic by the Department of Health and Aged Care, improved COVID-19 vaccine uptake among vulnerable Australians, an evaluation by a government research body has found.

During the pandemic, the Department of Health and Aged Care identified the need to rapidly develop and implement a service that could cater for the needs of the vulnerable and those at risk of digital exclusion.

The service was delivered via the National Coronavirus Helpline, operated by Healthdirect Australia.

According to the evaluation (Opens in new tab), conducted by the Behavioural Economics Team of the Australian Government (BETA), EVA was a highly successful service, with vulnerable Australians at the heart of its design. It successfully reached cohorts at risk of digital exclusion, such as those aged over 65 years.

Users contacted the service by sending a “Hey EVA” SMS to the EVA number. In response, they received a request for their name, location, date and time for a convenient call-back, and whether an interpreter would be needed.

A call agent from the National Coronavirus Helpline, who had up-to-date knowledge about COVID-19 vaccines and was able to answer questions, provided the call-back and talked through details of a COVID-19 vaccine provider that suited the caller’s needs. If required, they would also arrange an interpreter and could book the appointment with a follow-up SMS with appointment details.

91 per cent of service users said EVA had matched them to a vaccination provider that met their needs, and 89 per cent of respondents were vaccinated as arranged through EVA.

93 per cent of customers found EVA easy to use, with many reporting that staff were helpful, professional and responsive to their unique requests.

This type of personalised call booking service can successfully remove barriers and support people to access services at a time right for them, the evaluation concluded.

Last reviewed: July 2024