Health system integration

As a national virtual health service provider, we partner with government at federal, state and local levels to provide customer-facing services that are interconnected with many health services and organisations. Our approach aligns with and supports the National Digital Health Strategy. (Opens in new tab)

Improving customer experience

We actively work across the health system to improve the customer health journey as people use our service and are directed to other appropriate services.

We interrogate our data for deep insights and trends and work to remove blockages and inconsistencies, whether online, over the phone or via video, to ensure customers receive the best outcome for their situation. 

This approach incorporates a commitment to improving the continuity of care for our customers through service enhancements and industry partnerships.

Working with PHNs

We compliment and support PHNs in meeting their key objectives which address national health priorities (Opens in new tab) set by the Australian Government. Our PHN engagement strategy aims to integrate our national telephony and digital health services with regional PHN commissioned initiatives, to help consumers navigate access to local primary care services and provide a safety-net service, especially in the after-hours period.

This engagement includes provision of free marketing resources to PHNs to support awareness campaigns which promote equity of access to trusted health advice 24/7. We freely exchange our data to support PHN service mapping and planning needs, and we also work with PHNs to facilitate government-funded use of healthdirect Video Call, so primary care services can delivery MBS telehealth items for their patients.

Find out more from our PHN Information hub.

National Health Service Directory

The National Health Service Directory is a comprehensive national directory of health services and the practitioners that provide them. This core piece of national digital health infrastructure aggregates large data sets from across the health sector to provide complete, accurate and up-to-date information about health services.

It complies with national and international standards to ensure interoperability with other health sector systems. The power of the Directory is further enhanced when overlaid with other key health data in the data visualisation tool, healthdirect Healthmap.