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24 August 2008 New health care call centre to ease pressure on hospitals
NSW Minister for Health Reba Meagher and Federal Minister for Health Nicola Roxon today announced the start of a new health call centre that will ease pressures on emergency departments in the state’s hospitals. The service is staffed by nurses who can triage patients and give advice on where they can best access relevant health services. Ms Meagher said it also includes advice on mental health issues, help for parents with sick children and is supported by a comprehensive service location directory. “Known as healthdirect, the project is an example of the Commonwealth and NSW Governments coming together to provide improved services to the community,” Ms Meagher said. “NSW has contributed $29 million over four years to help deliver on an agreement reached at COAG in 2006 to establish a National Call Centre Network. “Once fully operational it is estimated it will take more than 650,000 calls from NSW residents each year. “The Network is staffed by registered nurses who use computer-based decision support software to help them triage and advise callers. “The advice could be simple – for example, contact your doctor in the next 24 hours, or follow self-care instructions given by the registered nurse. “But let’s be clear – healthdirect Australia will not be an emergency service so people with a serious emergency should still contact 000.” Ms Meagher said the call centre represents the latest step in the Iemma Government’s plans to continue to find innovative ways to ease pressures on our emergency departments.“In 2007 2.3 million people went to an emergency department in NSW – an 8 per cent increase on the previous year,” Ms Meagher said. “Our emergency departments are now the best performing in the country, but a recent survey found that only 34 per cent of people presenting at them believed they really needed hospital care.” NSW will roll out the first stage of the service on Tuesday, with telephone calls to Sydney public hospitals being diverted to highly experienced, registered nurses. “The first stage will ease pressure on doctors and nurses in Sydney metropolitan emergency departments, allowing them to focus on seriously ill patients presenting at our hospitals,” Ms Meagher said. “We will then progressively advertise the 24 hours, seven days a week number across different parts of the state - starting in the Far South Coast through to the Murray Riverina region, followed by Central and Far West NSW, the North Coast, and then New England and the Hunter. “The progressive roll out will help ensure a smooth transition and maintain the high quality of advice from the nurses on the healthdirect line. The staged roll out of the call centre will be completed in all metropolitan areas by June 2009.” Minister Roxon said the National Health Call Centre Network is a joint initiative of the Commonwealth and the governments of NSW, ACT, Northern Territory, South Australia and Western Australia. “The start of services here in NSW is a key achievement towards the COAG commitment to establish the network. The network aims to achieve national coverage by July 2011 and once fully operational, will provide all Australians with access to high-quality health information and advice,” Ms Roxon said. Calls to healthdirect Australia on landlines will be free, but mobile charges may apply. A website featuring key health information will also be put in place to complement the call centre’s services. The Iemma Government is also easing pressure on our emergency departments with an additional 30 emergency specialists recruited to the state’s health system since last December.This is part of a $30 million emergency department package and another 5 specialists will also be recruited in the coming months. For a range of health information, go online to www.health.nsw.gov.au |
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