An evaluation of healthcare seeking behaviours through a telephone health advice and triage service

Globally, healthcare systems face strain from inappropriate consumer care-seeking behaviors, and solutions are needed to direct them to appropriate care avenues, including self-management. The Healthdirect Australia 24/7 National Coronavirus Helpline was established to provide telephone health advice and triage. This study evaluates the helpline’s performance, consumer satisfaction, and influence on care-seeking behaviors. Using an online survey and telephony metrics, data from 329 survey respondents and 94,494 calls were analyzed. Results showed efficient service with most calls answered within 48 seconds and a low call abandonment rate of 4%. The average call length was 7 min and 13 s. Consumer satisfaction was high, with 71% rating it as high or very high. The helpline influenced health-seeking behaviors positively, (χ2 (1, N = 943) = 89.0, p < .0001) with a 35% increase in self-management, a 12% reduction in unnecessary emergency department visits, and a 5% reduction in emergency services calls. Further research is needed to assess the long-term impact of this care model.

© 2025 The Author(s). Published with license by Taylor & Francis Group, LLC.

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