Video by Spark
We are a social enterprise.
We run digital telehealth services, which offer free health, mental health and addictions support across digital channels – we’ve been doing that since November 2015.
We also provide clinical support for general practices after hours – we’ve been doing that for over 20 years.
Since November 2015 we have run and developed the Government’s free, 24x7 National Telehealth Service; it is co-funded by the Ministry of Health, the Accident Compensation Corporation (ACC), the Health Promotion Agency (HPA), the Ministry of Social Development, and the Department of Corrections. The services are run across seven channels including voice, webchat, and text.
The Service is underpinned by a 10-year contract that commenced in 2015 and is governed by a Service Improvement Board.
Homecare Medical is owned by primary health organisations ProCare and Pegasus Health.
We have a professional workforce of over 350. They’re based in contact centres in Auckland, Wellington, Christchurch and Dunedin and with over 150 people working from their home offices, Kaitaia to Bluff.
Our team includes registered nurses, mental health nurses, psychologists, psychotherapists, paramedics, psychiatrists, counsellors, doctors, Poisons Officers, Health Advisors and Coordinators, sexual harm professionals, and emergency triage nurses.
Everything we do is driven by our ambition to virtually support kiwis to stay well and connect them seamlessly with care when they need it.
Some National Telehealth Service numbers - in the last 12 months (ending 30 June 2019):
• Over 821,000 contacts were made
• those contacts came from 593,000 people (1 in 8 people in NZ)
More at a key service level:
• the 1737 need to talk ? service received over 86,400 contacts and supported more than 49,000 people in distress
• the Alcohol and Other Drugs team received 19,000 contacts supporting 16,600 people with addiction within their family
• the Gambling team received nearly 4,200 contacts supporting 3,300 people dealing with the effects of problem gambling
• more than 86,000 people accessed The Journal
• the Quitline team received over 51,000 contacts supporting more than 12,000 people start their quit journey, with 3,500 remaining smoke free after 4 weeks
• the Poisons team helped 22,000 people, with 71% of contacts requiring no further medical treatment or self-care information
• the Emergency Triage nurses triaged nearly 54,000 incidents, redirecting 40% of contacts to non-emergency services, which helps keep our hospitals and ambulances available for emergencies
• the Emergency Mental Health Response team triaged over 7,200 contacts from Police and Ambulance to support more than 5,000 people in social and psychological distress.
*figures have been rounded to nearest 100
*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.
Our systems are certified to the ISO 9001 standard, which demonstrates our commitment to quality, productivity and customer satisfaction. ISO standards are recognised in over 160 countries.