8 million calls milestone highlights value of healthdirect service

Healthdirect Australia is proud to celebrate the 8 millionth call to the healthdirect helpline.

healthdirect is a free health advice service managed by Healthdirect Australia on behalf of the governments of Australia.

The healthdirect helpline (1800 022 222) has been in operation since 2007, providing health information and advice from registered nurses 24 hours a day, 7 days a week. It has helped millions of Australians make informed decisions about their health, like Jacqui Sheehan from the Northern Territory.

“That operator saved my baby's life.”

Jacqui credits a call to the healthdirect helpline with saving her baby daughter Eleanor's life when the operator recognised her symptoms as life-threatening and called an ambulance.

“If it wasn't for that operator reacting so quickly and noticing the symptoms of her being limp and non-responsive as serious, then we probably would have left her until the morning and by then she might not have made it,” Jacqui says.

Read Jacqui’s full story here.

Connecting people with the right healthcare

General Manager of Consumer Health Services at Healthdirect Australia, Andrew Bryant, says the healthdirect service is an integral part of the Australian health system.

“healthdirect was established by government to achieve better health outcomes and provide a consistent, national nurse triage service.

“It continues to achieve these objectives, delivering value to our government shareholders, the health system and most importantly, health consumers.”

The service helps to alleviate pressure on GPs, emergency departments and ambulance services, especially in the after-hours periods.

“By matching callers with the right healthcare for their situation - which includes managing their own symptoms when appropriate – healthdirect has been shown to help reduce unnecessary ambulance trips and emergency department presentations by providing people with advice on the most appropriate and timely action to take,” Andrew says.

A growing service

healthdirect has expanded over the past decade to include digital channels and meet the changing needs of health consumers. These include a health information website - www.healthdirect.gov.au - which is the most popular Australian website for health information and advice, a Facebook page with an instant messenger chatbot, and mobile and voice-activated apps.

This expansion into digital health has also involved the development of useful tools, such as the healthdirect Symptom Checker and Question Builder, which were designed to help health consumers be more informed and better able to manage their health.

“All Australians want good health, but they often need help knowing what to do when situations arise. Through multiple touchpoints with consumers and its connection with healthcare providers, healthdirect is Australia’s telehealth destination for quality, trusted information and advice,” Andrew says.

For more information please contact Jenni Ellard, Communications Specialist, jenni.ellard@healthdirect.org.au.