Equity of access

We make health information and advice available to everyone in Australia. Our mandate is to facilitate easy access to the right care at the right time, overcoming potential barriers, such as geography, culture or socio-economic situation.

Multiple points of access

Our services are provided by phone, online and video. This multi-channel approach ensures most people can use a phone to access a nurse and find safe clinical health information and advice online. A strong digital channel vastly extends the reach of our services without incurring substantial costs for our funders.

Health literacy

Health information and advice on both our telephony and online channels is provided in plain language, with clear next steps to help people know what they should do next. This approach adheres to best-practice health literacy principles and supports people to take charge of their own health and health-focused goals.

Culturally and linguistically diverse groups

We provide translated information to help vulnerable sections of the population understand how to use the Australian health system. This information is available online for people seeking information such as the role of a GP (Opens in new tab) or how to pay for healthcare (Opens in new tab). Posters, brochures and videos are available for health professionals to use in their multicultural communities.