New Australian Standard for the management of health contact centres

Healthdirect Australia has recently worked with Standards Australia on the development of a new Australian Standard for health contact centres that aligns to the principles of, and commitment to by all Australian governments, the Australian Safety and Quality Framework for Healthcare.  

Contact centres have developed over the past 20 years as an effective and efficient way to provide many health services, and government investment has recognised the positive contribution they can make to managing health care demand and improving consumer access to information and care.  

Providing guidance for consistent application of best practice standards across the sector will strengthen the health system and give consumers confidence that the services they receive via health contact centres is safe.  

Development of the Standard 

Over the past two years Healthdirect Australia has led a Standards Australia committee comprising government departments, peak health bodies, universities and consumer groups, to develop and finalise the first Australian standard for the management of health contact centres. 

Published in February by Standards Australia and available online, the new Standard AS 5205:2019 Australian Health Contact Centres, is supported by all Australian government health departments, and provides a framework to improve the quality, safety and efficacy of health contact centres in Australia. 

We are extremely proud to have been involved in the development of this Standard. Our experience in procuring and delivering telehealth services on behalf of the governments of Australia led us to identify the need for a national Standard and play a key role in its development.  

Providing assurances of best practice management 

The Standard sets best practice requirements for the management of health contact centres covering five key areas: governance (including clinical governance), contact management, workforce, information management and technology. The Standard also provides a framework to measure the performance and effectiveness of health contact centres. 

The development of the Standard strengthens the health system and gives consumers assurance that the information and advice they receive from health contact centres which adhere to the Standard is safe and of a high quality.