Our history
Healthdirect Australia was established in August 2006 under an agreement by the Council of Australian Governments (COAG) to improve public access to free health information.
The agreement recognised that the existing model of jurisdictionally-managed health phone lines should be centralised to create a national service with improved clinical consistency and economic efficiency, reducing administrative duplication.
The new 24 hour / 7 day service, healthdirect, became operational in July 2007 in all states and territories except Victoria and Queensland. Healthdirect Australia assumed management of Victoria's NURSE-ON-CALL nurse triage helpline in July 2021. Queensland continues to operate its own nurse triage helpline.
Since those early days pioneering coordinated telehealth services, we have expanded our service portfolio to include a range of national and jurisdictional virtual health services available to consumers and health professionals across multiple channels.
Our services continuously evolve to meet changing consumer demands and the requirements of our government shareholders.
Major milestones
2026
1800MEDICARE launched to simplify healthcare access, improve service equity, and reduce pressure on emergency departments.
2025
The Western Australia Virtual Emergency Department is connected to Healthdirect.
My Aged Care supports the new Aged Care Act, helping older Australians live at home longer through the Support at Home program.
healthdirect Video Call adopted across all NSW Local Health Districts.
Virtual GP expanded to Tasmania and 24/7 in WA.
2024
The Queensland Virtual Emergency Care Service first virtual care pathway available via the Symptom Checker.
Healthdirect connects NSW callers to virtualADULTS and virtualKIDS urgent care services.
Virtual GP expanded to 24 hours across all locations in NSW, VIC, and SA.
Major enhancements made to the Symptom Checker by integrating that same AI clinical decision support algorithm as the Healthdirect helpline.
Closed captions introduced to make video consultations more accessible for hearing-impaired consumers.
2023
A new operating model for helpline services and an in-house contact centre technology platform are completed. The healthdirect helpline is the first service migrated to this new model.
Healthdirect Australia welcomes Queensland as a shareholder.
healthdirect virtual GP goes 24/7 in NSW and SA to support the health system.
healthdirect Service Finder is enhanced with more types of appointment bookings that can be conveniently made online.
The healthdirect app integrates with My Health Record so users can see their health information in one place.
State and Commonwealth urgent care clinics added as a pathway for callers to the healthdirect helpline and available for self-guided search in Service Finder
Adult and paediatric virtual emergency departments integrated into the healthdirect helpline.
2022
COVID care pathway is added to the National Coronavirus Helpline to help those with COVID symptoms get the right care.
Connection with GPs is enabled through interoperable secure messaging.
healthdirect Video Call supports the rise of virtual EDs and also remote physiological monitoring of patients.
2021
Healthdirect Australia welcomes Victoria as a shareholder.
Vaccine Eligibility and Clinic Finder launched to help Australians find and book a COVID vaccine appointment.
Vaccine Symptom Checker launched to help people understand if they have a reaction to the COVID vaccine.
2020
Audio Service Finder reduces wait time and improves the experience for people calling the healthdirect helpline to find a health service.
Users of the healthdirect Service Finder, powered by the National Health Services Directory, can book a GP appointment from the website or app.
COVID-19 Symptom Checker is built as an additional flow in the existing healthdirect Symptom Checker.
Improved functionality on the National Health Services Directory provides a seamless journey from health concern to appointment booking in the users’ local area.
2019
Video Call is integrated into the after hours GP helpline.
An online preventive health tool, healthdirect Risk Checker, allows people to check their risk of developing heart disease, kidney disease or type 2 diabetes.
The National Health Services Directory is compliant with the international Fast Healthcare Interoperability (FHIR) standard, enabling best practice health data governance and interoperability of health data.
2018
The healthdirect website is the number one Australian online source of health information.
Several new multichannel prototypes expand our delivery of digital health services, including a healthdirect Symptom Checker chatbot on Facebook, and two voice-activated apps on Amazon Alexa and Google Home.
2016
The NSW Palliative Care After Hours Helpline provides advice and support for palliative care patients, their carers, families and health professionals.
The medicines information service on the healthdirect website provides user-friendly, clear and consistent information about medicines and their safe use.
2015
Carer Gateway provides information and support to Australian carers via a website portal and helpline, which is managed by Healthdirect Australia.
The healthdirect app provides easy access to the healthdirect Symptom Checker, to health information on the healthdirect website and to health practitioner and health services information in the National Health Services Directory.
2014
healthdirect Symptom Checker, an online self-guided triage tool, allows people to check their symptoms and get advice about what to do next.
healthdirect Video Call provides face-to-face access to maternal child health nurses as part of the Pregnancy, Birth and Baby service.
The HealthInsite website is rebranded as healthdirect, offering online access to safe, local health information.
2013
My Aged Care provides information and support to people accessing the aged care system via a website portal and helpline, which is managed by Healthdirect Australia.
The Pregnancy, Birth and Baby website provides trusted information for parents and carers about pregnancy, birth and raising children.
Healthdirect Australia starts managing the Get Healthy service, which is available in New South Wales, Queensland and South Australia.
2012
The National Health Services Directory provides an accurate, consistent, accessible directory of health services and health practitioner information.
2011
The after hours GP helpline is an extension of the healthdirect helpline, offering callers access to medical support and advice from a GP at night, on weekends and public holidays.
2010
The Pregnancy, Birth and Baby helpline takes its first call, providing advice and support to expecting and new parents.
2009
The Department of Health assigns ownership of the HealthInsite website to Healthdirect.
2007
The healthdirect helpline provides 24/7 access to registered nurses for triage, health information and advice.