A central role for the health call centre

Abstract

THERE ARE SIGNIFICANT CHALLENGES facing the health system that stem from the tendency for decisions to be made by disparate groups focusing more on the needs of institutions rather than the needs of patients.1 As a result, patient care is becoming episodic, with poor communication leading to inefficiencies, errors and adverse outcomes. An ideal health system provides ?quality care that is centred on the patient, communitybased, coordinated, continuous and cost-effective, and utilises clinical information systems?.2 (page 229) We believe health call centres (HCCs) could be instrumental in achieving such aims. In May 1999, the Western Australian Department of Health in conjunction with McKesson Asia Pacific established the Western Australian Health Call Centre (WAHCC).3 Clinical governance is overseen by three medical directors and a specialist nurse, and staff participate in comprehensive, continuous education and quality improvement. Since its inception, the WAHCC has witnessed an increase in demand and serves about 225 000 callers annually. This amounts to 600 callers per day at a cost (in 2004) of about $28 per call ? 0.0018% of the health budget. Seventy per cent of calls are received after hours, particularly on weekends and public holidays. The initial program offered by the WAHCC was HealthDirect. Services have expanded to include programs and pilot projects listed in the Box .