Data reveals healthdirect reduces pressure on NSW emergency departments over winter

Registered nurses on the healthdirect helpline can now advise callers of alternative care pathways that more effectively meet their needs, including urgent care clinics, virtual EDs and virtual GP consultations.

"This is the first winter healthdirect has been able to connect callers to many of these new care options in NSW, and as a result we're referring less consumers to the ED," says Adjunct Professor Sue Hawes, General Manager, Operations, Healthdirect Australia. "This indicates that the work NSW is doing to provide multiple, high quality healthcare options through a single, easy to use access point, is working."

NSW data shows approximately 8000 consumers presented to ED with flu-like symptoms in June and July 2024. During this period, 3000 consumers with flu-like symptoms who called healthdirect and thought they needed to go to the ED were recommended by a nurse that they could safely be referred to an alternate care pathway.

Despite the flu season being worse this year, the option of alternative care pathways meant healthdirect reduced the percentage of callers recommended to attend ED for flu-like symptoms from 33 per cent to 22 per cent this year.

"This initiative makes it easier for people across NSW to access instant health advice and be connected to the right care for them at the right time," says Justin Gardiner, Executive Director, System Performance Support, System Sustainability and Performance Division, NSW Health.

The NSW Health investment in new and emerging care pathways is designed to divert pressure away from EDs. This includes positioning and communicating healthdirect as the first point of contact for consumers. Healthdirect offers callers a range of care options:

• Regular GP
• Virtual GP
• Medicare urgent care – advice on the nearest walk-in clinic
• Booking an appointment at a NSW Urgent Care Service
• VirtualKIDS
• Emergency Department
• Pharmacy
• Self-care

For callers where a visit to a GP is still the most appropriate option, the healthdirect nurse will firstly recommend they make an appointment with their regular GP or offer to find one for them in their local area. If this option is unavailable in the advised timeframe, they will be offered a virtual GP consultation where appropriate.

"The top five reasons consumers from NSW called the helpline over the winter months were cough, fever, runny nose, headache and fatigue, with 60% of consumers calling us before or after the usual business hours of a General Practice," says Adj Prof Hawes.

"When consumers experience symptoms and don't know what care they need, by coming to healthdirect first we are able to connect them with the most appropriate care. This benefits the consumer and the health system," concludes Adj Prof Hawes.