Video by Spark
We are a social enterprise.
We run digital telehealth services, which offer free health, mental health and addictions support across digital channels – we’ve been doing that since November 2015.
We also provide clinical support for general practices after hours – we’ve been doing that for over 20 years.
Since November 2015 we have run and developed the Government’s free, 24x7 National Telehealth Service; it is co-funded by the Ministry of Health, the Accident Compensation Corporation (ACC), the Health Promotion Agency (HPA), the Ministry of Social Development, and the Department of Corrections. The services are run across seven channels including voice, webchat, and text.
The Service is underpinned by a 10-year contract that commenced in 2015 and is governed by a Service Improvement Board.
Homecare Medical is owned by primary health organisations ProCare and Pegasus Health.
We have a professional workforce of over 350. They’re based in contact centres in Auckland, Wellington, Christchurch and Dunedin and with over 150 people working from their home offices, Kaitaia to Bluff.
Our team includes registered nurses, mental health nurses, psychologists, psychotherapists, psychiatrists, counsellors, doctors, Poisons Officers, Health Advisors, sexual harm professionals, and emergency triage nurses.
Everything we do is driven by our ambition to virtually support kiwis to stay well and connect them seamlessly with care when they need it.
Our telehealth services respond to nearly 575,000 contacts a year, which is 1600 contacts a day
That's from nearly 420,000 Kiwis
We have 350 staff in four contact centres and in home offices from Kaitaia to Bluff
We helped 37,000 Kiwis start their quit journey
Our nurses gave health advice to 288,000 Kiwis
Posions Officers helped 22,672 people
Our mental health team members have supported 45,000 Kiwis
Our emergency triage nurses have secondary triaged nearly 30,000 people - which helps keep our hospitals and ambulances available for emergencies
We answered 81% of calls in 20 seconds, 89% of calls in 60 seconds and 96% of calls within 3 minutes.
*Interaction - An inbound or outbound message or communication that forms part of an email, chat or SMS conversation. An email conversation may include more than 10 email interactions, and an SMS conversation may contain more than 20 interactions.
*Contact - An occasion when a service user has made contact with one of the NTS services via any channel.There may be multiple contacts from one service user.