Healthline - evaluation

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Evaluation

Healthline services have been operating in four pilot areas (Northland, East Coast/Gisborne, Canterbury and the West Coast), since 2000. In 2002 the pilot Healthline service was evaluated.

The evaluation was undertaken by a joint venture between:

BRC Marketing and Social Research
Te Pūmanawa Hauora, Te Pūtahi-ā-Toi, School of Māori Studies, Massey University.

The evaluation found that:

Most callers were women, or adults calling on behalf of their children.
78 percent were from people who relayed symptoms. Other calls were from people who wanted general information.
69 percent were made out of normal business hours (8am-5.30pm Monday to Friday).
69 percent did what they were advised by Healthline staff. When callers didn't follow advice it was found to be because the symptoms in question had abated.
97 percent of callers said they were very satisfied or satisfied with their call to Healthline.

The Healthline service was audited for clinical safety by the Department of General Practice, Wellington School of Medicine and Health Sciences, and the School of Health Sciences, Massey University. The School of Health Sciences concluded that the service is a safe and effective clinical advisory service that operates in a manner consistent with New Zealand Nursing Council Guidelines.

Both audit teams found the Healthline service has operated at least as safely to date as similar overseas telephone services.

The Final Evaluation Report of the Healthline Service is available, published June 2002.

Page last reviewed: 26 October 2007