Procare HML

Telehealth services

Homecare Medical is the provider of the first integrated national telehealth service for New Zealand.

The service has registered nurses and mental health and addictions specialists providing phone and online advice, support, assessment of symptoms, triage and treatment advice for a range of health, wellbeing and counselling services.

It brings together under one umbrella:

  • Healthline 0800 611 116 – registered nurse assess and provide advice 
  • Quitline 0800 778 778 – support for people wanting to quit smoking and stay smokefree 
  • Alcohol Drug Helpline 0800 787 797 and text 8681 – advice, information and support about drinking or other drug use
  • Depression Helpline 0800 111 757 and text 4202 – callers can talk through emotional and psychological issues with counsellors and via the National Depression Initiatives:
  • – helping people find a way through depression
  • The Lowdown and text 5626 – support to help young people recognise and understand depression or anxiety 
  • The Journal @ – an online programme to help people learn skills to tackle depression
  • Gambling Helpline 0800 654 655 and text 8006 – support for those worried about gambling or the gambling of others 
  • Poisons advice for the public 0800 POISON (0800 764 766) – advice and initial triage (delivered through the National Poisons Centre) 
  • Immunisation advice 0800 IMMUNE (0800 466 863) – providing advice to the public (in partnership with the Immunisation Advisory Centre (IMAC)) 
  • Ambulance secondary triage – clinical telephone assessment by registered nurses for low acuity 111 calls to St John and Wellington Free Ambulance
  • The Diver Emergency Service Hotline – advice and treatment of all diving related incidents, accidents or injuries, including the emergency management of decompression illness, 0800 4 DES 111 (0800 4337 111).

People-centred, connected & consistent care

When people get help and advice through a variety of channels, they expect to be able to talk to a ‘real’ person and that the service is joined up to a system that ‘knows’ them. This is what integrating the helplines and making them work in a consistent fashion is doing for all New Zealanders.

The person who takes the call is responsible for ensuring the caller gets the help or advice they need: every door is the right door, where people’s needs are met directly, or by linking them to the appropriate service: their GP, nurse, pharmacist, midwife, paramedic, counsellor or therapist.

People get consistent service no matter where or how they make contact, and where they should only have to tell their story once.

Our services can be accessed 24/7 through multiple channels: phone, websites, email, text message, chat and, in the future, video calling and mobile applications.

The benefits of an integrated national telehealth service are:

  • better overall health and wellbeing outcomes for New Zealanders
  • a reduction in acute and unplanned care
  • reducing emergency department admissions and pressure on ambulance services
  • improved health and wellness support for users
  • improved health literacy
  • more care delivered close to home
  • more self-management
  • getting the right advice from well-trained staff.

Odyssey Tele Assess

Homecare Medical is the only organisation in New Zealand using an international clinical decision support tool to manage all triage calls. Odyssey Tele Assess ensures we deliver safe, effective clinical advice to callers and connect them with the most appropriate care.

Odyssey is supported by one of the UK’s largest software companies and has a massive international clinical community contributing to its development. As a user, we have access to best practice training, audit and other important quality systems.

Globally more than 25 million teleconsults have taken place using Odyssey in seven countries and seven languages.


Contact Us

09 354 7774