About Healthline

Healthline is New Zealand’s national telephone triage and health service. It is funded by the Ministry of Health and provided by Medibank Health Solutions.

It’s free to call Healthline from a landline or cellphone.

Healthline gets over 1000 calls a day, from all over New Zealand.

Healthline nurses are supported by a world-class electronic decision support system.

What Healthline provides

Healthline has 3 main functions.

  1. Assessment and triage of callers with symptoms.
  2. General health advice and information for callers without symptoms.
  3. Information on health services throughout New Zealand.

Healthline’s staff and resources

Healthline is staffed by experienced registered nurses who provide health information and recommend appropriate care for callers with symptoms.

All Healthline nurses have telenursing training and work within the Nursing Council’s Professional Standards for Telenursing Practice.

The nurses use their clinical experience and a sophisticated, internationally approved electronic clinical decision support system to advise the most appropriate level of care for callers.

  • They assess symptoms and make a recommendation for the best course of action.
  • They advise where to seek further help, if necessary, and a timeframe within which to do so.

Healthline nurses also use an electronic health library to offer general health information to callers.

Interpreter services are available if required.

The nurses have access to an extensive database of health providers to refer callers to. They can also tell callers where to find their nearest GP after-hours service, hospital emergency department, pharmacy or out-of-hours dental surgery.

Healthline’s beginnings

Healthline began on a pilot basis in four district health board (DHB) areas in 2000. It rolled out nationally in 2005.

The service was most recently put to open tender in 2006.

Consumer rights

Callers to telephone advice services have the same rights as other consumers of health services. More information can be found on the website of the Health and Disability Commissioner.

Your feedback

We welcome feedback on Healthline and your experience of the service. Please email us on hl_feedback@medibankhealth.co.nz

Healthline resources

If your organisation needs Healthline resources (fridge magnets, posters, leaflets, etc), please email healthline@gslpromotus.co.nz for a list of what is available.

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