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Giving Australians access to trusted healthcare advice during Covid-19

Healthdirect Australia is a national, government-funded, not-for-profit organisation, which is supported by Capita’s healthcare technology.

Healthdirect delivers a range of innovative telehealth services, providing Australians with trusted health information and advice, when and where they need it. The organisation responded rapidly to the Covid-19 pandemic, ensuring people could easily access comprehensive, up-to-date information during the rapidly evolving situation.

The national healthdirect nurse triage service was established in 2006 as a 24-hour helpline, staffed by nurses who deliver appropriate health care advice supported by an accredited clinical content and decision-support engine.

On the Healthdirect website and mobile app, an online symptom checker tool guides users through a series of questions about their symptoms and provides advice on what they need to do to manage their health, whether it’s seeking medical assistance or looking after themselves at home.

In preparation for the escalating Covid-19 pandemic and expected demand for trusted health advice, the most current clinical Covid-19 guidelines were added to healthdirect’s online and contact centre operations. The team also developed a Covid version of the symptom checker tool.

The Australian Government asked Healthdirect to set up the National Coronavirus Helpline as part of their early response to the emerging pandemic, providing a central place for people to get general information about Covid-19 and check their symptoms. Significant effort went into linking callers seamlessly between the two government-funded services.

Capita’s healthcare technology has helped Healthdirect follow best practice across these clinical services during the pandemic, ensuring customers receive the appropriate clinical disposition for their situation.

Since the launch of its Covid-19 service, Healthdirect has seen a 600% increase in service usage and has, with its dedicated Covid-19 helplines, advised more than 2.5 million users over eight weeks.

Capita is proud to continue its working partnership with Healthdirect since 2014, providing technology that supports clinical decision making.

“Capita has been very responsive to our needs over past few months, in particular with publishing multiple versions of our Covid-19 Symptom Checker, which has been updated 32 times in two months and is used across different channels. In a rapidly changing environment, their support has helped us ensure our customers get the right advice every time.” Mary Byrne, Service Director at Healthdirect Australia

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