Call centre helps three million Queenslanders in need

Queensland Health’s vital Health Contact Centre (HCC) has celebrated a key milestone, receiving its three-millionth call.

For the past 11 years, the centre has been operating 24 hours a day, 7 days a week providing important healthcare assessments and information to Queenslanders over the telephone and online.

Health and Ambulance Services Minister Cameron Dick praised the centre’s past and present qualified nurses and health professionals for providing excellent assistance for millions of Queenslanders.

“The centre has more than 1600 interactions with Queenslanders every day through the 13 HEALTH and 13 QUIT services,” Mr Dick said.

“From humble beginnings, going live on 13 February 2006, today the HCC received its three-millionth call.

“In April this year alone, the 13 HEALTH advice and triage service received calls from 26,239 Queenslanders with 75 per cent of callers recommended a non-emergency level of care.

“The most common symptoms the callers contact 13 HEALTH about are abdominal pain, chest pain, head injuries, an unwell or irritable baby and headaches.

“13 HEALTH gives Queenslanders the opportunity to put their minds at ease by talking to a nurse over the telephone who can recommend the best course of action.

“The HCC plays such an important role in Queensland by keeping these cases out of hospital waiting rooms and in turn keeping Emergency Departments for emergencies.”

The Quitline service commenced in November 2007. It was designed to support Queenslanders in their journey to quit smoking.

“In April 2017, 13 QUIT had 2441 interactions with Queenslanders, planning and supporting them to quit smoking.

“They did this through their telephone counselling service, the Workplace Quit Smoking Program and the Yarn to Quit program targeted at Aboriginal and Torres Strait Islander people across the state.”

Alongside these vital services, the HCC also plays a key role in ensuring outpatients are reminded of their important appointments.

“The HCC confirms about 1200 specialist outpatient appointments for patients of Lady Cilento Children’s Hospital every week.

“They have an excellent success rate with these reminders with 93 per cent of patients attending their scheduled appointments.

“The team also played an integral role in the Immunise to 95 program by calling Queensland parents to follow up more than 28,000 children who had been identified as overdue for immunisation.”

ENDS

Media contact:

Emma McBryde 0447 155 332