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Telephone triage, health advice & referral

We operate telephone triage, health advice, counselling and referral services 24 hours a day, seven days a week.

Telephone triage is the practice of conducting a telephone interview to assess the urgency and severity of the patients symptoms.

The outcome of telephone triage is appropriate patient referral to the appropriate level of care within an appropriate period of time.

Efficient and effective

Studies have shown that telephone triage is an effective means of managing consumer demand, improving consumer access and facilitating appropriate attendance at hospital emergency departments.

During the telephone triage process, our staff use sophisticated, computerised decision support protocols to make patient assessments. The triage nurse then advises the caller on the type of care needed.

Telephone triage is not a diagnostic service; rather it is designed to:

  • Provide recommendations and help callers make informed healthcare decisions
  • Provide self-care advice appropriate to the presenting symptoms and level of care required
  • Safe, accessible all-hours care

Medibank Health Solutions (formerly McKesson Asia-Pacific) works with several Australian state and territory government health departments (Western Australia, Australian Capital Territory, New South Wales and Northern Territory) to provide health information and advice to the general public at all hours.

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