New research confirms Healthdirect delivers virtual health services that are scalable, cost-effective and trusted by consumers

A recently published paper in Health Marketing Quarterly found that the National Coronavirus Helpline, operated by Healthdirect Australia between 2019-2023, created confidence in consumers’ health-seeking behaviours and reduced unnecessary emergency department visits.

Conducted by CSIRO’s Australian e-Health Research Centre with contributors from Healthdirect Australia, the research paper, An evaluation of healthcare seeking behaviours through a health advice and triage service, evaluates the effectiveness the National Coronavirus Helpline, focusing on participant satisfaction and health system efficiency.

Lead researcher at the CSIRO’s Health Implementation Science branch, Dr Alana Delaforce, said, "This paper shows that the pandemic brought into sharp focus the advantage of delivering health at a distance. Consumer responses reveal that telehealth can deliver trusted advice that positively influences health-seeking behaviour. The paper also shows the potential scalability of telehealth as a centralised entry point to the health system during a pandemic and beyond."

Chief Operations Officer at Healthdirect Australia, Adjunct Associate Professor Travis Hodgson says, “This research reinforces what we experienced firsthand during the pandemic - that virtual health services, when built on trusted infrastructure, can meaningfully shift health-seeking behaviours and ease pressure on traditional health settings. We’re now taking those learnings forward and embedding them into the next generation of virtual healthcare delivery.

“Governments have recognised the value of what was achieved. Their continued investment in Healthdirect and our digital infrastructure reflects a shared commitment to reimagining access to care - ensuring that Australians are supported at every point in their healthcare journey, starting from a simple, trusted entry point.

“Healthdirect has become a critical part of the healthcare safety net. Whether people are navigating uncertainty, managing symptoms, or seeking urgent advice, we provide timely, compassionate, clinical guidance — often in their most vulnerable moments,” says Adj. Assoc. Prof. Hodgson.

Key findings of the paper

1. Health system efficiency
   • Telehealth emerged as a critical access point for healthcare. The integration of telehealth services through the helpline significantly improved the efficiency of the health system. By providing clinical triage and support via phone and digital tools, the helpline helped reduce the burden on emergency departments and in-person consultations.
   • The use of digital tools, such as the COVID Symptom Checker and healthdirect Video Call, facilitated seamless communication between patients, healthcare providers, and government agencies, ensuring timely interventions and reducing wait times.
   
   
2. Cost-effectiveness
   • The telehealth services provided by the helpline saved the health system money by redirecting patients to cost-effective treatments and reducing reliance on in-person visits.
   • Near real-time data exchange enabled efficient management of patient care, supporting continuity of care between patients and GPs.
   
   
3. Scalability and rapid deployment
   • The helpline demonstrated the scalability and rapid deployment capabilities of telehealth services.
   • At the peak of the crisis, the helpline managed over 30,000 calls daily, showcasing its ability to handle high demand and provide critical support to a large population.
   
   
4. Consumer satisfaction
   • The research found high levels of satisfaction among participants who used the helpline. Many appreciated the convenience and accessibility of telehealth services, which allowed them to receive timely advice and support without the need for in-person visits.
   • Participants reported feeling reassured and well-informed after their interactions with the helpline, highlighting the importance of reliable information during a public health crisis.

The National Coronavirus Helpline received 5 million calls during the COVID-19 pandemic. It played a crucial role in the nation's response, while also demonstrating that telehealth can be rapidly deployed and scaled to meet the needs of a large population during a public health crisis.

The integration of digital tools and care pathways contributed to the success of the helpline and provided the prototype for the virtual front door model.

The paper also provided recommendations for effective communication strategies for broad promotion of telehealth services to maximise their value and usage.