ºÚÁϳԹÏÍø Health’s Single Front Door Program aims to efficiently connect people with the care they need, close to home or virtually, safely diverting avoidable Emergency Department (ED) demand.
Accessing the right care quickly enhances the experience of care, and utilising virtual care modalities can increase equity of access and reduce inconvenience.
The entry point or ‘single front door’ for the people of ºÚÁϳԹÏÍø is through Healthdirect. Healthdirect is a government-funded service that provides health information and advice by phone 1800 022 222. People can also access health information, complete a self-triage and find services online at Healthdirect or by using the Healthdirect app.
People who call Healthdirect are assessed by a registered nurse, and connected to the most appropriate care for them, wherever they are in ºÚÁϳԹÏÍø.
As part of the broader ºÚÁϳԹÏÍø Government’s ED Relief package, the ºÚÁϳԹÏÍø Health Single Front Door program is a key enabler that connects people with urgent, unplanned care needs to the right care through one point of phone-based nurse assessment, triage, and referral. Phased implementation of the Single Front Door began in late 2022.
Depending on need, people who call Healthdirect can access health information and advice, locate a health service, be linked with primary care or be referred to an urgent virtual model of care - developed to support acute episodic healthcare needs outside of EDs.
ºÚÁϳԹÏÍø alternative care pathways include face to face GP-led ºÚÁϳԹÏÍø Urgent Care Services, the state-wide ºÚÁϳԹÏÍø virtualKIDS specialist paediatric urgent care service, the ºÚÁϳԹÏÍø virtualADULTS emergency care service provided by Sydney and Western ºÚÁϳԹÏÍø LHDs, and the ºÚÁϳԹÏÍø virtualGP service, in addition to local GPs, Medicare Urgent Care Clinics and other healthcare providers. If emergency care is needed, callers are directed to ED or transferred to Triple Zero.
A Mental Health Single Front Door service is being readied for implementation in 2026.
People in ºÚÁϳԹÏÍø can Call Healthdirect via a dedicated phone line 1800 022 222, operational 24/7. Registered nurses answer every call. Depending on caller need, Healthdirect nurses can provide health information, locate services, assess callers’ symptoms, discuss and recommend suitable care options, book appointments (where available), and provide interim care advice. An event summary is forwarded to the caller’s nominated GP and can be uploaded to My Health Record with consent, and for patients attending ºÚÁϳԹÏÍø Health operated services, clinical triage information is sent securely to assist the transfer of care. If people are calling to find a GP urgently, the ºÚÁϳԹÏÍø virtualGP service may be offered.
24/7 availability: The Healthdirect service is accessible around the clock, every day of the year (including weekends and public holidays) providing continuous support to patients.
Multilingual support: The Translating and Interpreting Service (TIS National) is available for non-English speakers. Callers can contact TIS National on 131 450 and ask to be transferred to Healthdirect. Alternatively, the Healthdirect nurse can link an interpreter into the call. Healthdirect also has Multi-Language Resources on their website.
Accessibility: The National Relay Service supports individuals with hearing or speech difficulties, facilitating seamless communication with Healthdirect.
No cost: Callers can call Healthdirect at no cost. The ºÚÁϳԹÏÍø Health services linked to the Single Front Door provide bulk-billed care.
In 2024 over 500,000 calls were received by the Single Front Door Healthdirect helpline and over 370,000 people were assessed and triaged. Just over 54% of callers who initially intended to visit the ED were assessed and redirected to timely and clinically appropriate non-hospital healthcare services.
The team implementing the ºÚÁϳԹÏÍø Single Front Door initiative welcomes feedback to enhance service delivery and patient care. Continuous feedback mechanisms ensure the system evolves in response to healthcare needs.
You can provide feedback to Healthdirect, or to ºÚÁϳԹÏÍø Health.
For information about the ºÚÁϳԹÏÍø Single Front Door initiative, contact MOH-SingleFrontDoor.nsw.gov.au.
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