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About Us

 

Video by Spark

Our Whakapapa 

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.

A quick look as at 30 June 2018

Across our telehealth services we grew from nearly 575,000 to 625,000 contacts over the 12 months to 30 June 2018

  • That's around 2,218 contacts a day
  • From nearly 577,000 Kiwis
  • We helped 26,847 Kiwis start their quit journey
  • Our nurses gave health advice to 413,927 Kiwis
  • Poisons Officers helped 22,553 people
  • Our mental health team supported 69,431 Kiwis
  • We answered 74% of calls in 20 seconds, 83% of calls in 60 seconds and 92% of calls within 3 minutes
  • We have 350 staff in four contact centres and in their home offices from Kaitaia to Bluff doing this work
  • Our emergency triage nurses triaged nearly 39,200 people - which helps keep our hospitals and ambulances available for emergencies

*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.

Our commitment to quality

Telarc certification

Our systems are certified to the ISO 9001 standard, which demonstrates our commitment to quality, productivity and customer satisfaction. ISO standards are recognised in over 160 countries.