New data reveals North Coast Health Connect delivering for the local community and the health system

Released today, new data reveals more than a third of users of the 24/7 telehealth service, North Coast Health Connect (NCHC), who had planned to visit an emergency department (ED) were diverted to alternative forms of healthcare, taking pressure off the public health system.

Delivered by Medibank’s Amplar Health, the NCHC service has now been supporting the Northern NSW community for a year and aims to help address the state’s healthcare worker shortage and the demand placed on local emergency departments.

“It’s a fantastic result and testament to the dedication of the team, any redirection away from an ED ultimately reduces strain on the public hospital system,” said Dr Peter Baird, Senior Medical Advisor for Amplar Health. He added, “The service is really delivering for the community, patients want to be seen quickly in the most appropriate environment for their condition.”

The free confidential telehealth service connects locals with qualified nurses who provide clinical support and advice to patients over the phone, or via online chat.

When healthcare advice is needed but may not warrant a visit to the emergency room, NCHC can navigate the community to the right care, at the right time. Where clinically appropriate, nurses can also organise for the patient to see a GP face to face, schedule an appointment with a pharmacist or connect into GP telehealth services.

Past research has shown that wait times to see a GP in the region are more than double the national average, indicating the importance of this telehealth service to improve access.

“We also know that almost a quarter of locals have been to the emergency department for a non-urgent medical problem in the past - a figure NCHC aims to reduce,” Peter Baird said.

Port Macquarie, Kempsey and Nambucca and Coffs Harbour topped the list of areas for the most redirected calls in Northern New South Wales in the past 12 months, these patients would otherwise have likely visited an ED.

Data from North Coast Health Connect also revealed:

• On average, the most common non-urgent health concerns are cold and flu symptoms, ear problems and coughs
• Almost 1 in 10 (9.8%) calls are from Indigenous First Nations locals
• More than half of all calls are after business hours, which is a key time for most ED visits

Dr Baird also said the service is continuing to grow in popularity with locals, “An increasing number of Northern New South Wales locals are turning to us when they need access to non-urgent health advice and support. It is fantastic but we need more locals to know about the offering.”

“Whilst it's concerning that a lack of GP access continues to burden communities and places an ongoing strain on the public health sector, it's incredibly reassuring to know that locals are increasingly picking up the phone to us and getting the right support they need from a trusted health professional,” added Dr Baird.

Dr Baird also commented on the increasingly varied way that Northern New South Wales locals are turning to the health line for advice.

“We can also see from our call data that young Northern New South Wales locals between 18-34 years old are 50% more likely to use webchat than those aged over 55. This indicates a keen interest in this age group to utilise digital channels when seeking health advice and assessment. We are proud to be able to provide access options to the community that make them feel comfortable.”

North Coast Health Connect can be reached on 1800 198 888, and further information is available on their website.