Range of services provided

The range of telehealth services delivered and provider contact details.

There were over 634,000 contacts* to the national telehealth services in the 12 months to 30 June 2018. Registered nurses gave health advice to around 290,000 people; over 30,000 people started their quit smoking journey, and over 60,000 people were supported by the mental health counselling team.

Teams of registered nurses, health advisors, mental health nurses, psychologists, psychotherapists, counsellors, and other clinical staff provide professional, free, 24 x 7 health, mental health, and addictions support across a range of channels – including phone, text, webchat and email.

The National Telehealth Service includes the core services listed below. Services follow the principle of ‘every door is the right door’. If required, staff can transfer service users seamlessly to other clinical teams to ensure the right support from the most appropriate professional staff irrespective of the line a person first contacted. 

*Contact - An occasion when a service user has made contact with one of the NTS services via any channel. There may be multiple contacts from one service user.

Services included

Health advice

Healthline 0800 611 116 – registered nurses provide health triage and advice. See www.healthline.govt.nz.

People calling PlunketLine nurses about a sick child aged under 5 are supported by the same triage system used in Healthline.

Stop smoking support

Quitline 0800 778 778 and text 4006 – quit advisors provide support for people wanting to quit smoking and stay quit. See www.quit.org.nz.

Alcohol and other drug counselling support

Alcohol Drug Helpline 0800 787 797, text 8681 – advice, information or support from counsellors about drinking or other drug use. See alcoholdrughelp.org.nz.

A dedicated helpline (RecoveRing 0800 687 789) implemented by the Department of Corrections for offenders (and their whanau and families who are helping them) who want support about drug and alcohol use. 

Mental health, depression and anxiety counselling support

1737 Need to talk? –  call or text 1737 - counsellors support and advise people on any issues through a brand-neutral front door. See www.1737.org.nz.

Depression Helpline 0800 111 757, text 4202 – counsellors provide support, tools and information on emotional and pyschological issues – and via the National Depression Initiative:

Gambling counselling and support

Gambling Helpline 0800 654 655, text 8006 – counsellors support for those worried about gambling or the gambling of others. See www.gamblinghelpline.co.nz.

Poisons advice

0800 POISON (0800 764 766) (delivered through the National Poisons Centre) – specially trained poisons officers provide advice and triage for both the public and health professionals. See www.poisons.co.nz.

Immunisation advice

0800 IMMUNE (0800 466 863) – providing advice to the public (in partnership with the Immunisation Advisory Centre (IMAC)). See www.immune.org.nz.

Advice on prostate cancer

A website and tool to help men understand more about prostate cancer and to decide if they should see their doctor to get tested. See www.kupe.net.nz.

Supporting people who call 111

Ambulance secondary triage

Clinical Hub – clinical telephone assessment by registered nurses for low acuity (non-urgent, non life-threatening) 111 calls to St John and Wellington Free Ambulance. 

Early Mental Health Response

A service providing faster and more appropriate help to people in social and psychological distress who call 111 to access New Zealand Police or Ambulance. This national service consists of three components: 

  1. clinical phone assessment by registered mental health nurses for selected 111 calls from Police and ambulance, for people in social and psychological distress - so callers get a health response rather than a justice response
  2. an expert advice line to provide support to community and social services professionals working with people who may have mental health needs
  3. a publicly accessible nationwide directory of mental health services from community to specialist care.

Other services

The Diver Emergency Service Hotline - 0800 4 DES 111 (0800 4337 111) - advice and treatment for diving related incidents, accidents or injuries, including the emergency management of decompression illness.

 Live Kidney Donation 0800 LIVE DONOR (0800 5483 3666) - a 'front door' for people enquiring about being a kidney donor.

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