AnnuAl RepoRt: Business HigHligHtsmedia.healthdirect.org.au › publications › NHCCN... · consulting firm based in Asia and Australia, and previously spent 15 years with PricewaterhouseCoopers

AnnuAl RepoRt:Business HigHligHts

2011 - 2012

Contents

At a glance 04

Overview 06

Chairman’s statement 08

CEO’s introduction 11

Our Board 12

Our phone network 14

Our online services 20

Governance 26

Positioning the NHCCN for the future 30

Delivering value to government 34

of Australians use a website when looking for health information

84%

were the most common clinical issues handled by healthdirect Australia nurses

Abdominal pain, headache and vomiting

apps are downloaded by Australians every week

28 million

of Australians want more health information to be available on websites

64%

a healthdirect Australia nurse takes a phone call

Every minute

NHCCN Annual Report: Business Highlights 2011 - 2012 54 NHCCN Annual Report: Business Highlights 2011 - 2012

At A glAnCe

calls were handled by healthdirect Australia over the Christmas period

15,557

is the most popular day for calls to the after hours GP helpline

Sunday

is the likelihood callers give for recommending the pregnancy, birth & baby helpline

4.65 out of 5

calls have been handled by the after hours GP helpline in its first year of operation

More than

150,000More than

3 million

calls have been handled by healthdirect Australia since its inception

of calls to healthdirect Australia are made on behalf of a child aged under 4 years

35%

THE NATiONAl HEAlTH CAll CENTRE NETwORk PROviDEs EvERy AusTRAliAN wiTH ACCEss TO HEAlTHCARE

6 NHCCN Annual Report 2011 - 2012

positioning tHe nHCCn oveRview

This year, we have positioned the NHCCN to meet the future health needs of Australians by launching the:

mindhealth• connect website

First stage of the National Health services • Directory

24/7 breast implant information line•

Ambulance secondary triage line in wA•

CHOGM health information line•

Non-occupational post exposure prophylaxis • helpline for members of the public who need to access Hiv medication.

The NHCCN manages the following telephone and online healthcare services:

healthdirect Australia•

after hours GP helpline•

pregnancy, birth & baby helpline•

health• insite.

People can get sick or have health concerns at any time of the day or night. Ideally, they’d have access to a doctor or nurse working nearby, but that’s almost impossible in a country as geographically widespread as Australia.

Our role is to oversee and coordinate publicly funded telephone and online healthcare services. we procure telephone health services, develop and manage health information websites and create governance structures so these services can be provided effectively and efficiently in any part of Australia.

The National Health Call Centre Network (NHCCN) was established in 2006 to manage the 24/7 nurse triage helpline, healthdirect Australia. Since then we have continued to procure other specialised telephone helplines and develop new online resources.

The NHCCN was established, and is jointly funded, by the Australian Government and the governments of the Australian Capital Territory, New south wales, Northern Territory, south Australia, Tasmania and western Australia. it is a public company limited by shares, and is responsible for delivering services by contracting with service providers and managing ongoing operations.

Our services help Australians to…Access immediate clinical advice•

Access specific and clinically accurate health • information for an issue that may not need a medical consultation

Find the most appropriate health services for • their needs

Take care of their health condition in their • homes when appropriate.

Our services help health providers to…Ensure patients access the right healthcare • advice at the right time

use limited resources effectively.•


welComeChairman’s statement

Over the past five years, we have seen a significant increase in the role of technology in delivering healthcare services and information.

while technology will never replace the need for direct face-to-face healthcare, telephone and online services now allow us to provide access to healthcare information and advice for all Australians in new ways.

in this respect, this year has been one of significant change and great achievement for the NHCCN as we have positioned the organisation to meet the future health needs of Australians. it has been a great honour to take on the role of Chairman after serving on our Board for four years.

Consumer satisfaction with our telephone services healthdirect Australia, the after hours GP helpline and the pregnancy, birth & baby helpline is high, and we have a large number of highly effective services running across the nation. we are now ready to make significant advances in our services, enabled by the latest developments in integrated digital, mobile and televisual technology.

working in partnership with state, territory and federal governments, we will continue to support the broader health sector, and

reinforce Australia’s healthcare agenda. in this report, there are many examples of the exciting developments we are already working on today.

i would like to acknowledge the work of my fellow Board members and to personally thank outgoing Chairman, Rick Cullen, and Board member Terry Cutler. Our achievements this year are certainly thanks to their tireless commitment to providing better access to health services for all Australians.

we are now at work on many new initiatives which have the power to transform the lives of Australians by helping them access healthcare at the right place and right time. These ideas are just around the corner, as you will see in this report.

Bob Sendt, Chairman

THis yEAR HAs BEEN ONE OF siGNiFiCANT CHANGE AND GREAT ACHiEvEMENT FOR THE NHCCN As wE HAvE POsiTiONED THE ORGANisATiON TO MEET THE FuTuRE HEAlTH NEEDs OF AusTRAliANs


At the NHCCN, our primary objective is to provide all Australians with access to the right healthcare advice, when and where they need it.

The NHCCN started as a network of healthcare call centres in 2006. Following a significant change program, described in this report, we have been able to build on the solid foundations of previous years and transform our operations this year. i would like to thank all the staff who contributed to developing the foundations over the initial years.

in the past year we received our three millionth call to the 24/7 nurse triage helpline, healthdirect Australia. On 1 July 2011 we launched the Commonwealth Government’s after hours GP helpline as an additional service to healthdirect Australia, and then in 2012 we extended it to a national service with the inclusion of Queensland and victoria. in its first 12 months of operation, the after hours GP helpline has received more than 150,000 calls.

Recognising the importance of providing health information online, we have invested in developing a pipeline of new online services, underpinned by rigorous risk management and clinical governance. These services include the new mindhealthconnect

website, a trusted gateway to mental health support and resources, developed as a cornerstone of the Commonwealth Government’s e-mental health strategy. The site was launched on 1 July 2012, on time and on budget.

we have an extensive range of initiatives underway, including further expansion of the National Health services Directory, Australia’s first consolidated national directory of health services and providers.

i would like to personally thank our staff and service partners for rising to the challenge this year, and i am looking forward to seeing our services continue to provide all Australians with the advice and reassurance they need, at any time of the day or night.

Colin Seery, CEO

A stRong foundAtion foR tHe futuRe of HeAltHCEO’s introduction

wE HAvE AN ExTENsivE RANGE OF iNiTiATivEs uNDERwAy, iNCluDiNG FuRTHER ExPANsiON OF THE NATiONAl HEAlTH sERviCEs DiRECTORy


Bob is a company director and consultant. He is the Chairman of Job Futures ltd and a Director of the New south wales Cancer Council and the Accounting Professional and Ethical standards Board. He is currently the Acting Administrator of the National Health Funding Pool. From 2001 to 2005 he was a member of the Australian Auditing and Assurance standards Board and was Deputy Chair from 2004 to 2005. Bob was the Auditor General of New south wales from 1999 to 2006.

Member of the Finance, Risk Management and Audit Committee

Jim is Chair of Rural Health workforce Australia and Ernst & young’s lead Partner in Health and Human services. He was appointed Deputy Chair of the independent Hospital Pricing Authority in February 2012, and was previously Chair of the Australian Health Ministers’ Advisory Council and Director of the National eHealth Transition Authority. Jim was formerly Chief Executive of the Department of Health in sA.

Member of the Clinical Governance Advisory Group

karen is a Principal with AFG venture Group, a corporate advisory and consulting firm based in Asia and Australia, and previously spent 15 years with PricewaterhouseCoopers in their Management Consulting, Risk Management and Transactions services practices. she has conducted numerous performance improvement and governance reviews in leading healthcare organisations, research institutes and life science companies.


Julie is a general practitioner and clinical advisor to Breast Cancer Network Australia. she has 25 years’ experience as a Director on a range of health-related boards at a local, regional, state and national level, including community health, hospital, aged care and GP divisions. she also has broad experience in health service reform, including mental health, chronic disease management and primary care.


Mr Bob Sendt, ChairmanDirector from 7 February 2008, Chairman from 7 June 2012

Mr Jim Birch, Director13 February 2007 - present

Ms Karen Dado, Director7 June 2012 - present

Dr Julie Thompson, Director 7 June 2012 - present

Anthony is a specialist in emergency medicine and is the Director of Medical Education, Training and Health service Planning for the Tasmanian Health Organisation, south. He also fulfils roles as Associate Professor in Health services at the university of Tasmania, and the Clinical leader of the Tasmanian Emergency Care Network.

Chair of the Clinical GovernanceAdvisory Group

Patricia is an experienced Chair and Director in the energy, government, health and not-for-profit sectors. she is a non-executive Director of APA Group, the largest energy infrastructure company in Australia, and Chair of Diabetes Australia limited. she was formerly a Director of Australian Energy Market Operator limited and Chair of sunnyfield limited, a large service provider supporting people with disabilities.

Chair of the Finance, Risk Management and Audit Committee

Associate ProfessorAnthony Lawler, Director7 June 2012 - present

Ms Patricia McKenzie, director7 June 2012 - present

susan brings more than 20 years’ experience in law, governance and human resources to the Board. she has held executive management roles in corporate treasury and professional services firms, and is also a non-executive Director on the Boards of Ergon Energy Corporation ltd, G8 Education ltd, shine lawyers ltd, Gold Coast Parklands, Children’s Health Foundation and the Brisbane Festival.

Member of the Finance, Risk Management and Audit Committee

Ms Susan Forrester, Director7 June 2012 - present

ouR BoARd

OvER THE PAsT FivE yEARs, wE HAvE sEEN A siGNiFiCANT iNCREAsE iN THE ROlE OF TECHNOlOGy iN DElivERiNG HEAlTHCARE sERviCEs AND iNFORMATiON


ouR pHone netwoRk

Our phone services provide all Australians with reassurance that professional, expert health advice is available when and where they need it, whether they live in the city or rural areas.

we procure a wide range of telephone support services on behalf of state, territory and federal governments, from nationwide triage and information helplines to unique services for specific state-based or local needs.

healthdirect AustraliaCallers can speak to a registered nurse at any time of the day or night, with any health concern or query. They may be assisted to care for their condition at home, referred to a local face-to-face primary health service; or in an emergency transferred to Triple Zero (000). The healthdirect Australia service is available to people calling from the ACT, Nsw, the NT, sA, TAs and wA on 1800 022 222.

after hours GP helplinewhen appropriate, the healthdirect Australia nurse can transfer calls made on weekends and evenings to the after hours GP helpline so people can speak to a doctor. The GP assesses the caller’s condition and provides medical advice.

The after hours GP helpline was launched in July 2011. it was made available to Queensland residents through 13 HEAlTH in March 2012 and to victorian residents through NuRsE-ON-CAll in April 2012, making the service truly national and giving all Australians access to registered and accredited GPs via the telephone.

The NHCCN is also running a pilot program in south Australia which provides a streamlined connection to the after hours GP helpline for nurses in residential aged care facilities.

pregnancy, birth & baby helplineThe pregnancy, birth & baby helpline is a 24/7 telephone support service for expectant and new parents and their families, available by calling 1800 882 436.

The pregnancy, birth & baby helpline was launched nationally in July 2010, providing a 24/7 telephone link to general information and advice for pregnant women, new parents and their families. whether the

concerns are about maternal health, breastfeeding, a baby’s health and development, or sleeping and eating habits, the call handlers can help.

women and their families who are facing other challenges, such as emotional distress, antenatal and perinatal issues, and questions about pregnancy options, can also call the helpline to be transferred to qualified counsellors.

All of the registered nurses and GPs providing our services hold unconditional registration with the Australian Health Practitioner Registration Authority. All GPs have unconditional registration with the Medical Board of Australia. All registered nurses and GPs have a minimum of 3 years’ experience.


ouR pHone netwoRkcontinued

ouR telepHone HeAltHCARe seRviCes

sAhealthdirect Australia• after hours GP helpline• pregnancy, birth & baby helpline• Medicines line• sA Parenting Helpline• Accident and incident • management systemNon-occupational post exposure • prophylaxis helpline Fast track to • after hours GP helpline for nurses in residential aged care settings

tAshealthdirect Australia• pregnancy, birth & baby helpline• Medicines line• The Parent line•

ACthealthdirect Australia• after hours GP helpline• pregnancy, birth & baby helpline• Medicines line•

nswhealthdirect Australia• after hours GP helpline• pregnancy, birth & baby helpline• Medicines line• Fast track to • after hours GP helpline for nurses in residential aged care settings

Qldafter hours GP helpline• pregnancy, birth & baby helpline•

viCafter hours GP helpline• pregnancy, birth & baby helpline•

nt

wA

sAnsw

ACt

viC

tAs

Qld

nthealthdirect Australia• after hours GP helpline• pregnancy, birth & baby helpline • Medicines line•

wAhealthdirect Australia• after hours GP helpline• pregnancy, birth & baby helpline• Medicines line• Non-occupational post exposure • prophylaxis helpline Residential care line• Ambulance secondary triage• Country patient transport • assistance Outpatients direct•


Australian Government phone servicesThe NHCCN can establish a national emergency helpline in as little as two hours. The speed at which we can achieve this is a direct result of our strong operational relationships with service providers.

An example of this is when the news broke in late 2011 of concerns regarding certain breast implants that had been used in Australia. women and their families wanted information and within 24 hours, we had set up the 24/7 Breast implant information line, staffed by registered nurses. Taking this service one step further, we worked with our service provider to coordinate nurses in phoning concerned callers personally to provide updates as new information came to hand.

we also help the Australian Government track health epidemics by feeding de-identified caller data directly to the Department of Health and Ageing’s disease surveillance unit daily. we are also supporting the development of the Australian Government’s planned Personally Controlled Electronic Health Record (PCEHR) system by enabling health identifier numbers to be included in the health records of callers who use our services, as well as supporting the registration of callers to the PCEHR by providing general information and referral to the eHealth Helpline.

State-based phone servicesOur specialist state and territory telephone healthcare services are listed on the opposite page and include:

Ambulance secondary triage in WA

if a wA resident calls Triple Zero (000) and the ambulance call handler determines that the person doesn’t need an ambulance, the call handler can transfer the caller to healthdirect Australia.

Non-occupational post exposure prophylaxis hotline

if a member of the public is exposed to the Hiv virus, they need access to medication within 72 hours. But this medication is only kept at specific locations. in sA and wA, the NHCCN manages a dedicated helpline for advice on Hiv medication.

Health information for visiting dignitaries

in October 2011, about 3000 international delegates (including 50 world leaders and Queen Elizabeth ii) arrived in Perth for the 2011 Commonwealth Heads of Government Meeting (CHOGM). The NHCCN set up a dedicated health information line so delegates could access health information and advice while in Australia.


miCk And CARinA RogeRs healthdirect Australia callers

peACe of mind foR RuRAl And Remote AustRAliAns

waking up with sudden, severe pain is frightening, especially when the closest hospital is an hour away. “i woke up in the middle of the night with severe pain in my leg,” explains Carina Rogers. Carina and her husband, Mick, were worried, but they didn’t want to wake their young children and drive to the hospital. Fortunately, they didn’t have to.

Carina had used the healthdirect Australia helpline in the past, so she knew immediately who to call. she explained her symptoms to the nurse, who reassured her that the condition wasn’t serious. “Because we live in a regional area a long way from medical care, it is comforting to know we can pick up the phone to get expert advice. And we were so relieved not to have to wake the kids and drive to the hospital.”

The first time Carina called healthdirect Australia was four years ago when, while on holiday, their four-month-old daughter Anna started having severe coughing fits and trouble breathing. Carina called healthdirect Australia and received advice on temporarily relieving the cough. The triage nurse gave Carina the address of the nearest emergency department and advised her to take Anna there, where she was diagnosed with croup and treated.

wE livE iN A REGiONAl AREA - A lONG wAy FROM MEDiCAl CARE, sO iT is COMFORTiNG TO kNOw wE CAN PiCk uP THE PHONE TO GET ExPERT ADviCE

CAse studY


ouR online seRviCes

we are upgrading our health information websites to allow us to engage with Australian health service consumers in a more personal way. This is an area of major growth for us and we are committed to building trusted, reliable online health portals so Australians can feel reassured that they are accessing the most appropriate health information for their situation.

There is a lot of work already underway, and our top priorities include:

Updating existing services and infrastructurehealthinsiteAustralia’s only nationwide, government-funded health information website is currently being upgraded with better coverage and user-friendly tools.

pregnancy, birth & babyThis site is being upgraded based on user feedback, with improved navigation, as well as a wider range of topics and tools.

Service directory for the after hours GP helplineA service directory covering general practice, pharmacies, hospitals and emergency departments, as well as some crisis services, was developed for the launch of the after hours GP helpline on 1 July 2011 and has been operating successfully throughout the year. The service directory has a search interface designed especially to meet the requirements of doctors connecting callers with after hours services in their areas.

wE ARE COMMiTTED TO BuilDiNG TRusTED, REliABlE ONliNE HEAlTH PORTAls sO AusTRAliANs CAN FEEl REAssuRED THAT THEy ARE ACCEssiNG THE MOsT APPROPRiATE HEAlTH iNFORMATiON FOR THEiR siTuATiON


Australians are increasingly turning to the internet as their first source of health information. The speed and impact of change in the online world brings opportunities as well as expectations for health services across Australia.

in July 2011 we commissioned research into Australians’ health information-seeking behaviour to form the basis of an online strategy. we found that 84% of Australians use a website when looking for health information.

ouR online seRviCescontinued

New services in 2012mindhealthconnectDesigned to connect Australians with trusted mental health services, mindhealthconnect.org.au provides a gateway to relevant support and resources. it has been developed for the Commonwealth Government in consultation with leading Australian mental health organisations, and is an important component of the Australian Government’s National e-Mental Health strategy. launched in July 2012, the site covers three key mental health concerns - stress, anxiety and depression - and will expand over the next 18 months to include other mental health issues.

Health portal platformThe health portal platform is the online infrastructure we share with our providers and partners. it allows us to deliver health services online, and includes a range of guides and reusable tools that we can use to develop websites and services.

after hours GP helpline video consultationswe are working to investigate the role of video consultations in the broader after hours healthcare space, with a pilot program currently running in a number of residential aged care facilities.

National Health Services Directorylaunched in July 2012, the National Health services Directory (NHsD) is a consolidated and comprehensive national directory of health providers and services available online (www.nhsd.com.au) and via a mobile site (http://m.nhsd.com.au). Developed and operated on behalf of all Australian governments, the first release provides essential service information such as location, opening hours and contact details for general practices, pharmacies, hospitals and emergency departments. Over the next few years this information will be enhanced to provide greater depth of service details and will also cover mental health, allied health and local hospital services.

National Health Services Directory map-based planning toolDeveloped in conjunction with dMap Australia and the Australian Medicare local Alliance, this tool will use service provider information from the NHsD to help Medicare locals manage primary healthcare services in their areas and plan for future health service needs.


dR Justin after hours GP helpline Doctor

MeDICAL ADVICe WHeN IT’S NeeDeD

Callers to the after hours GP helpline are often scared and, sometimes, a long way from medical help. That’s why, when Dr Justin picks up the phone, he gives them his full attention. “Because the consultation is over the phone and there are no visual cues for diagnosis, i listen to the caller’s tone to pick up if they are feeling frightened or anxious. i can give 100% of my focus to their situation because there are no other distractions. it’s great to hear their anxiety decrease throughout the call.”

A practising GP with more than fifteen years’ experience, Dr Justin has worked for the after hours GP helpline since it started in mid 2011. knowing he can give medical advice to people when they need it - regardless of where they are or the time of day - is important to him. “i get satisfaction from knowing that i can increase the efficiency of our health system. Plus i enjoy taking calls from people located in remote areas who would otherwise have difficulty accessing health services.”

iT’s GREAT TO HEAR OuR CAllERs’ ANxiETy DECREAsE

inteRview



nHCCn goveRnAnCe

The NHCCN has a unique ability to improve access to healthcare for all Australians. As a national, government-funded organisation, we have a mandate to meet the needs of, and to be accountable to, the Australian people.

To achieve this, we further enhanced our comprehensive governance system this year.

Governance structureThe NHCCN has both shareholders (state, territory and federal health ministers) and customers (state, territory and federal health departments). To best represent the different interests of our shareholders and customers, we split the functions of the former Joint Policy Review Committee (JPRC) into two dedicated committees in late 2011:

The 1. NHCCN Standing Committee comprises representatives from our shareholder group. it represents the interests of our shareholders and liaises with the Board and CEO to advance national health policy and priority issues.

The1. Joint Customer Advisory Committee (JCAC) represents the interests of the federal, state and territory health departments and assists us to operationalise health policy.

The JCAC work plan, established in May 2012, has the following key priorities:

To boost awareness and utilisation of the NHCCN’s • services among defined under-represented groups in Australia

To develop a marketing plan to promote the • NHCCN’s services to the Australian public and report on its implementation

To enhance existing referral processes so callers to • our helplines are linked to the most appropriate local healthcare services for their situation.

JCAC meetings bring our customer representatives and the NHCCN management together to review and monitor our service and performance levels. The committee meets quarterly.

Board committeesThe Finance, Risk Management and Audit Committee (FRMAC) and Clinical Governance Advisory Group (CGAG) support the Company Board:

A consistent framework of careCGAG supports the Board in ensuring nationally consistent telephone and online services for the Australian population. The committee advises the Board on clinical governance and clinical risk management in both the telephone and online health arenas.

One of its most important tasks has been to develop a clinical governance framework to ensure the quality control and clinical robustness of all of the services that the NHCCN governs.

The framework promotes nationally consistent services for all Australians: services that are high quality, equitable and sustainable, and that achieve optimal scale economy.

Strengthening our risk managementFRMAC supports the Board in ensuring the strength and accuracy of our financial reporting, risk management processes and internal controls.

To do this, it plays a key role in the NHCCN’s strategic development, monitoring and compliance frameworks, and in coordinating the company’s internal and external audit processes.

key activities this year include:

Several major internal audits, including financial management and processes, and service provider contracts. in 2012-13 FRMAC will review the NHCCN’s internal systems to ensure optimal workflows and processes are in place following a recent organisation and performance review.

A new risk management framework, in parallel with the business planning process, strengthened our processes for managing risk. it complies with Australian and international standards for best practice and also covers clinical risk requirements, including isO31000.

A fraud risk assessment, conducted in May 2012, addressed changes in the NHCCN’s fraud risk profile as a result of a recent organisation and performance review. FRMAC established a fraud action plan to manage existing and emerging fraud risks at the highest ethical and accountability standards, and with zero tolerance of fraud.


denise ReA healthdirect Australia caller

CAse studY

A pHone CAll tHAt sAved A life

Healthy and fit, 51-year-old Denise Rea wasn’t concerned when her jaw began cramping and she felt unwell. she assumed it was a problem with her wisdom teeth. But later her arms went limp and she felt as if she might faint. “i got this nagging feeling that something wasn’t right. in fact, i’d been unwell and weak for about two weeks. suddenly, i was scared. But it was 11pm on a sunday; i was new to the area and had no idea where to get help at that hour.”

Denise typed ‘24-hour medical centre’ into her internet browser, but instead found healthdirect Australia. she didn’t know it then, but calling the helpline saved her life. Denise explained her symptoms and medical history to the healthdirect Australia triage nurse, who advised her to go straight to hospital.

One of Denise’s arteries was 90% blocked: she was having a heart attack. she needed surgery to have stents inserted to save her life. “The cardiologist said i was lucky to be alive, and that i probably wouldn’t be if i hadn’t called healthdirect Australia. it’s reassuring to know the service is there and that a nurse will listen and tell you what to do.”

THE CARDiOlOGisT sAiD i wAs luCky TO BE AlivE, AND THAT i PROBABly wOulDN’T BE iF i HADN’T CAllED heAlthDireCt AustrAliA


positioning tHe nHCCn foR tHe futuRe

In 2010, an organisation and performance review commissioned by the Board recommended that the NHCCN establish a change program so it could achieve its full potential in contributing to improving the health of all Australians.

The change program, which ran through 2011, comprised six integrated projects:

strategic planning1.

The strategic plan, adopted in October 2011, outlined the NHCCN’s vision and mission and specified the kRAs that the company’s divisions now work towards through their activities.

Funding and budgeting2.

Continuity of funding throughout the company’s change program was secured through an extension of the Funding services Delivery Agreement (FsDA) with our shareholders. Analysis of the company’s financial processes, meanwhile, identified improvement opportunities, which have been implemented.

governance3.

Our systems have been improved through robust frameworks for service development, procurement, risk management, financial management and contract management.

single site4.

The NHCCN consolidated its state offices into a single office in sydney’s CBD in september 2011 to better integrate the company’s divisions and activities.

Business continuity 5.

To ensure high quality ‘business as usual’ for service providers and customers throughout the change program, we identified key business continuity requirements. we extended all service provider contracts beyond the original period ending 30 June 2011.

Corporate structure 6.

Following CEO Colin seery’s appointment in september 2011, we established a new executive team. we now have a sydney-based workforce that includes new functional positions, redesigned existing roles, and new project contractor roles.

The objective of the change program was for the company to:

Build a stronger consumer focus• Clarify the core operating model• improve governance frameworks both • within the company and between the company and its shareholdersincrease accountabilities against a clear • and comprehensive set of key Result Areas (kRAs) and key Performance indicators (kPis)strengthen the strategic capability and • value added by the company.

Our visionBy 2014, NHCCN will improve access for all Australians to health services delivered through innovative telecommunications and information and communication technologies.

Our purposeidentify, develop, aggregate, procure and evaluate publicly funded health services delivered through innovative telecommunications and information and communication technologies.



CouRtneY Young pregnancy, birth & baby helpline caller

suppoRt foR A new mumlike many new mums, Courtney young sometimes has questions and concerns about breastfeeding and the health of her baby girl, Georgia. And when she does, she often calls the pregnancy, birth & baby helpline for advice. “when Georgia was a newborn, i had some issues with breastfeeding. i saw the number of the helpline on the back of the baby health record book that the hospital midwives gave me. when i called the helpline i was reassured that my problem was a normal one, and i received practical advice on how to treat it. within two days it was fixed!”

Courtney has used the pregancy, birth & baby helpline a number of times since. On one occasion, she called the helpline when Georgia developed a rash and was unsettled. “Normally i would have called my mum first, but because she was overseas i had no one else to call.” The call handler recommended Courtney treat the rash with creams she had at home containing zinc or almond oil, and to speak to her pharmacist the following day. “it helped settle Georgia for the night. i was so relieved.”

wHEN i CAllED i wAs REAssuRED THAT My PROBlEM wAs A NORMAl ONE, AND i RECEivED PRACTiCAl ADviCE ON HOw TO MANAGE iT

CAse studY


deliveRing vAlue to goveRnment

THE NHCCN’s CliNiCAl GOvERNANCE FRAMEwORk OFFERs AssuRANCE THAT OuR HEAlTHCARE sERviCEs ARE sAFE AND OF A HiGH QuAliTy

Clinical governancewhen you call a healthcare helpline, you want to know that the information and advice you receive is safe and appropriate. The NHCCN’s clinical governance framework offers assurance that our healthcare services, whether provided directly by us or contracted service providers, are both safe and of a high quality.

Offering national leadership in this area, we revised the company’s clinical governance processes and structures over the past year so we could better manage and monitor our services to ensure quality targets are consistently met.

The NHCCN’s clinical governance framework:

Focuses on best practice clinical care, designed for • online and phone service models

sets governance and management principles and • provides accountability

Applies to both the NHCCN and its service • providers, and encourages the sharing of experiences

Outlines the infrastructure needed for effective • coordination, monitoring, evaluation and reporting of service quality

Encourages continual quality improvement for • better delivery and outcomes.

Our other key priorities over the past year include contributing clinical content to all new services such as the mindhealthconnect website, and coordinating the role of our various service improvement and Development Committees (siDCs) to ensure continual improvement of our services. The service-centred siDCs report to the CGAG (Clinical Governance Advisory Group) and are forums for the NHCCN to meet with service providers to discuss clinical and operational issues that contribute to the delivery of a clinically safe, nationally consistent and evidence-based service.

every day, we provide reassurance and help for thousands of Australians with healthcare concerns. At the same time, we are also delivering value to state, territory and federal governments in the delivery of healthcare information and advice.

we identify, develop, procure and manage telephone and online services as needed, using our existing expertise in this field, and our strong relationships with service providers.

we are able to provide significant economies of scale through large scale sourcing and procurement of programs. with streamlined clinical governance, we also take on risk management and quality assurance for all our services.


deliveRing vAlue to goveRnment continued

Marketing and stakeholder relations The NHCCN established a strategy and stakeholder Relations division in 2011 to inform the company’s strategic agenda, provide marketing services and oversee engagement with identified key stakeholders.

As the government-funded organisation tasked with providing access to health information and advice, the NHCCN’s key stakeholders are many and varied and include:

The NHCCN standing Committee•

The Joint Customer Advisory Committee•

Ministers for Health and Ageing•

Members of Commonwealth, state and territory • parliaments

Medicare locals and local Hospital Networks•

Healthcare providers•

service providers•

industry and advocacy groups•

Current and potential users of our services.•

Raising awareness of our services in the Australian public

in 2011 we established a centralised marketing function to increase awareness of our services in the Australian public and educate them about the role of our services.

The marketing team’s objectives include:

increasing the visibility of the NHCCN’s services•

Educating the public on how to access the right • services for their needs

Targeted awareness campaigns for priority groups •

Measuring the impact of our marketing efforts.•

Research and development into chronic disease

with expertise in providing health services online or by telephone, we are in a position to meet the changing healthcare information needs of Australians. Current issues include an ageing society, the prevalence of chronic disease, and increasing awareness of mental health issues.

This year we commissioned a significant piece of research to:

identify opportunities for the procurement of • chronic disease self management interventions through telephone or web-enabled technologies

Develop a framework for procuring publicly funded • chronic disease self management services.

This piece of work will feed into future service development.

Chronic disease is responsible for 80% of the total burden of disease in Australia.

Risk managementThe NHCCN’s unique structure and capability in procurement enables us to transfer and manage clinical, financial, operational and reputational risk on behalf of our government customers.

Our strong risk management frameworks take on the significant challenge of managing risk across our telephone and online services. They encompassthe following:

service development framework for a systematic • and accountable development of new services

Procurement framework, ensuring regular • assessment and evaluation to guide purchasing decisions. in recognition of the strategic importance of this capability we created a new role, Head of strategic sourcing, in April 2012.

Risk management framework, identifying and • controlling potential clinical and project risks

Financial management framework, aligning our • funding and operating models

Contract management framework, for a consistent • and simplified approach for employee and supplier contracts.

The NHCCN is accountable for the quality of service it provides to its stakeholders, and thanks to this rigorous approach we have consistently completed our projects within the timeframe and, importantly, within budgetary constraints.

The Department of Health and Ageing transferred the responsibility for marketing the after hours GP helpline to our marketing team on 1 July 2012 to create a more integrated approach to marketing this service and its companion service, healthdirect Australia.


Rufus And mARin feltHAmafter hours GP helpline callers

suppoRt foR fiRst time pARents

First time dad Rufus Feltham woke in the middle of a sunday night to find his two-month-old son, leo, making choking noises. He and his wife Marin were petrified. “we didn’t know if he was in danger or not. we were so worried.”

Fortunately, a friend had recommended healthdirect Australia. Rufus phoned and explained leo’s symptoms to the nurse, who transferred him to a doctor at the after hours GP helpline. “The doctor told us to put leo in his cot on a slight elevation. This would prevent milk moving up his food pipe. Thankfully, it worked. He stopped making the choking noises.”

Rufus says that knowing he can speak to a health professional at any time of the day or night gives him and Marin peace of mind. “i felt that the doctor and the nurse were genuinely interested in helping us. we found the service very professional.”

CAse studY

i FElT THAT THE DOCTOR AND THE NuRsE wERE GENuiNEly iNTEREsTED iN HElPiNG us, wE FOuND THE sERviCE vERy PROFEssiONAl



leitH lAwless healthdirect Australia nurse

i HeAR ouR CAlleRs RelAx As tHeY RegAin ContRol“i hear callers relax as i reassure them and they regain control of the situation. That’s my favourite part of my job: empowering people when they need it most,” says leith lawless, who has worked for healthdirect Australia for more than four years. with twenty-nine years’ nursing experience in paediatrics, midwifery and neonatal intensive care, leith long ago learned that people need to feel supported and in control when they are concerned about their own - or a loved one’s - health.

By referring to a list of clinical questions and a patient guide, as well as relying on her own experience and knowledge, leith knows she will always get the most vital information about the caller’s situation. “The guidelines are very thorough, which is important because they ensure we get the critical information to make the right assessment.”

leith enjoys knowing she is helping people, especially the elderly, new mothers and families in remote and regional locations who don’t always have immediate access to health services. “it’s wonderful knowing we’re making a positive contribution to the healthcare system by supporting people with advice and encouragement.”

inteRview

THE CliNiCAl GuiDEliNEs wE usE ARE vERy THOROuGH, wHiCH is iMPORTANT BECAusE THEy ENsuRE wE GET THE CRiTiCAl iNFORMATiON TO MAkE THE RiGHT AssEssMENT


Proudly supported by

ouR sHAReHoldeRs

The NHCCN was established, and is jointly funded, by the Australian Government and the governments of the Australian Capital Territory, New south wales, Northern Territory, south Australia, Tasmania and western Australia. it is a public company limited by shares, and is responsible for delivering services by contracting with service providers and managing ongoing operations.

level 19 133 Castlereagh streetsydney Nsw 2000(02) 9263 [email protected]

ABN 28 118 291 044

Documents

AnnuAl RepoRt: Business HigHligHtsmedia.healthdirect.org.au › publications › NHCCN... · consulting firm based in Asia and Australia, and previously spent 15 years with PricewaterhouseCoopers