healthdirect service enhances continuity of care
Published: 23 February 2021
The healthdirect helpline (1800 022 222) now offers callers a personalised summary of triage advice and information via SMS to help them better understand and remember the health advice they receive over the phone.
At the end of the call, the registered nurses who staff the helpline offer to send an SMS to the caller with information that will help them manage their health situation.
The SMS contains the nurse’s advice and a link to a unique webpage with additional care information, including what do to if their symptoms change and how to find a relevant health service if needed.
Healthdirect developed the configuration of data that is packaged up and presented in the webpage. Both the SMS, which uses AWS solution PinPoint, and webpage compilation are integrated with the CRM system used by the helpline nurses.
This information enhances the continuity of care in their journey through health services — such as from the healthdirect helpline to their GP or other health provider.
Proactively providing this information takes the burden off callers to remember advice, particularly in times of stress when illness might impact their memory or healthcare decisions and helps them take the next steps towards better health.
Accessing trusted health information online
The SMS is an important development for the healthdirect helpline and follows the roll-out of the SMS service already available online via the healthdirect Symptom Checker.
Introduced on the helpline in October 2020, callers are very receptive to the opt-in SMS service with 98 per cent consenting to receive the post-call summary. This has led to a six per cent increase in confidence managing their health issue, compared with callers who did not receive the SMS, according to self-reported survey data commissioned by Healthdirect Australia.
The SMS service has connected recipients to more than 20,000 pages of health information on the healthdirect website, which is written and developed for a broad audience with a range of literacy levels.
Enhancing the journey through the health system
Those who have received an SMS can refer to the information and personalised webpage through different stages of their healthcare journey to jog their memory and assist in discussions about their symptoms and previous advice given with health professionals.
As a provider of care in a comprehensive and — at times — a complex health system, this service aims to improve the continuity of care for callers as they use different health services or manage their own health.
Last reviewed: March 2021