The national Healthdirect 1800 number saw more than 175,000 people seeking non-life threatening medical care avoid NSW hospital emergency departments (EDs) according to NSW Health. 

More than 315,000 people in NSW contacted Healthdirect between 1 January and 31 December 2023.

Of these, more than half – or over 175,000 people – were referred to a healthcare service other than the ED or Triple Zero (000): 

• 90,474 were referred to a GP;
• 35,243 were referred to virtual care or urgent care;
• 3,412 were referred to virtualKIDS care (a statewide service since 19 Dec 2023);
• 9,682 were referred to other pathways, such as pharmacies or allied health;
• 18,095 were provided with information; and 
• 19,229 were provided guidance on self-care at home.

The NSW Government is encouraging people to contact Healthdirect for all non-emergency medical queries.

By phoning Healthdirect on 1800 022 222, callers will speak with a registered nurse. From there, the nurse can refer them to a GP, virtual or urgent care; a pharmacist or allied health professional; or provide guidance on how to care for their condition from home.

The NSW Health Single Front Door, delivered by Healthdirect, is a critical initiative providing alternatives to emergency department care. It is part of a broader range of measures the NSW Government is undertaking to ease pressure on EDs and improve the accessibility of appropriate care, including:

• Rolling out 25 urgent care services;
• Establishing the emergency department taskforce to explore ways to safely reduce ED wait times; and
• Boosting staff and treatment spaces.

NSW Minister for Health Ryan Park said, “We don’t want to see people and their loved ones waiting around emergency departments for lengthy periods of time – it’s not good for them, our staff, or other patients.

“All patients are seen and triaged on arrival at the ED and, as always, the most seriously unwell patients are treated first. During busy times, those with less urgent conditions can experience longer wait times when there are large numbers of seriously unwell patients being prioritised for emergency care.

“We are embracing new and innovative ways to relieve pressure on our emergency departments by diverting unnecessary presentations.

“When you phone Healthdirect, you will speak to a qualified registered nurse who can organise an appointment with a GP for you, have a GP give you a ring, or guide you on how to care for your condition from your home.

“We want the Healthdirect number to be as second nature as Triple 0.”

A NSW Health spokesperson said, "People should continue to call Triple Zero (000) or go to an emergency department (ED) immediately if they have a severe injury, illness or a life-threatening emergency.

"Patients are seen and triaged on arrival at the ED and the most seriously unwell patients are treated first.

"All patients who present to our hospitals are cared for but those with less urgent conditions may experience longer wait times in EDs when there are large numbers of seriously unwell patients being prioritised for emergency care.

"If an illness or injury is not serious or life-threatening, we encourage people to call Healthdirect Australia on 1800 022 222, for a 24-hour telephone health advice.

"Callers to the Healthdirect helpline are triaged by registered nurses who ask a series of clinical questions and provide advice on the type of medical assistance they need. This could include booking an appointment at an urgent care service on the patient's behalf.

"NSW is delivering 25 Urgent Care Services by mid-2025 to help ease pressure on emergency departments and ensure patients get the right care in the right place at the right time."