Healthdirect Australia plans to continue growing and developing a consumer-centric virtual front door, says Chief Operations Officer Travis Hodgson.
Tens of thousands of Australians leverage healthdirect’s digital channels every day to access health information and receive support connecting them to the care they need.
“What we mean by ‘consumer-centric’ is that we will listen to consumers about the barriers they experience in accessing the health system and we will ensure that their experiences and expectations drive how the virtual front door is designed, managed and enhanced,” Mr Hodgson said.
Mr Hodgson was speaking ahead of his presentation at 12.30pm Wednesday (March 19) at Australian Healthcare Week at ICC in Sydney.
“Placing the consumer at the centre – making them the north star – ensures that all partners collaborate effectively to achieve our shared goal: a healthier Australia,” he said.
Digital-first entry point
“A consumer-centric virtual front door to the health system is a digital-first (phone, app, web), user-friendly entry point that enables people to access healthcare services and information efficiently.
“It is designed to improve navigation across our complex health system, offering triage and guidance while easing pressure on in-person and emergency services.
“The true value of a virtual front door for consumers and the health system depends on what lies behind it.
“Integration with the right care pathways ensures that consumers receive support tailored to their needs and preferences – whether that means connecting with a GP, the after-hours virtual GP helpline as a safety net, urgent care, a virtual emergency department, a pharmacist, a nurse, a mental health practitioner, or simply reliable health information.
“This empowers individuals to confidently manage their health and to self-care when safe to do so, or to understand when to seek further assistance if symptoms persist or worsen.”
The success of healthdirect was evident by the reduction in people going to emergency departments when not clinically required, assisting with demand management and optimising community and primary-based urgent models of care, he said.
Mr Hodgson said 6.5 in 10 callers to healthdirect who are escalated to the after-hours GP helpline advised that had the service not been available, they would have presented to an emergency department.
“Each year, more than 1.4 million consumers pick up the phone and call healthdirect and speak with a registered nurse for advice. More than 9 in every 10 consumers that call the healthdirect helpline were satisfied with the service they experienced,” Mr Hodgson said.
Digital symptom checker
“We have invested over the past couple of years in our digital Symptom Checker, improving the consumer experience, or ‘interface’.
“We have implemented a world-leading, and evidence-based clinical decision support system (CDSS) that sits behind the Symptom Checker to improve accuracy and provide a more personalised and engaging experience for users.
“This system is then integrated with our Service Finder, powered by the National Health Services Directory, to seamlessly connect users to the care we recommend. This could be a GP, urgent care clinic, or connecting the user to a virtual emergency department waiting room. These new digitally-enabled pathways to care ensure consumers can access the right care, first time.”
“Our Strategic Plan sets out some of the ‘changes we expect to see’ – and we are already seeing some of these changes:
“However, we don’t believe there is an end point. There will always be opportunities to improve our part in the health ecosystem. As models of care and the technology that supports them continue to evolve, we must advance alongside them. And when we say together, we mean it.
“For over a decade, we have worked in close partnership with industry, governments, consumers, and the clinicians who care for them. These collaborations will only strengthen in the year ahead as we step into a new era of responsive healthcare.”
Healthdirect Australia has a strong presence at Australian Healthcare Week 2025.
Mr Hodgson’s 12.30pm address Wednesday March 19 on the Digital Health Stage is Empowering Consumers and Bolstering Virtual Care Opportunities: Healthdirect from 2006 to Now and Beyond
Healthdirect Australia Chief Executive Officer Bettina McMahon will give a keynote Thursday March 20 at 9:40 am on the Healthcare 2040 stage: The future of the healthcare workforce: Blending human Touch with technological innovation in patient care.
Healthdirect Australia Medical Director Dr Todd Miller will appear on the Healthcare 2040 stage at 11am Thursday March 20 to join a panel discussion “Redefining efficiency and patient flow management by integrating AI in hospital operations”.
Healthdirect Australia Chief Insights Officer Mitch Burger will appear on the Digital Health Stage, at 1.40pm Thursday March 20 to take part in the panel discussion “Utilising Data & Analytics to Maximise Data-Driven Decision Making and Value”.
