How NSW Health is delivering safe, secure, and connected healthcare anywhere |
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Innovation is a key driver of ongoing healthcare improvements across the state. Nowhere is this more clear than in virtual care. Once considered fringe or cutting-edge technology, it has evolved to become an integral, mainstream healthcare service, especially for patients in rural, regional, and remote areas.
Last week was Virtual Care Awareness Week (21–27 October). This year's theme is Safe, Secure, and Connected Healthcare Anywhere. It highlights the progress we’ve made to enhance the accessibility of virtual care services.
The System Performance Branch in the NSW Ministry of Health is leading the NSW Virtual Care Strategy, which includes our ‘Single Front Door’ initiative. It provides people a single access point to the care they need via healthdirect. It is free, available 24/7 for you, your family and friends.
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Almost 180,000 people across NSW avoid unnecessary trips to the emergency department each year thanks to healthdirect. Depending on your condition, a registered nurse may find you a nearby doctor or pharmacist, or book you an appointment at an Urgent Care Service. They can connect you to virtual care by phone or video, or to virtualKIDS for children, or call an ambulance or direct you to the nearest emergency department if the situation is life-threatening.
In coming months we aim to roll out virtualADULTS. This will enhance access to virtual consultation with a range of health professionals including doctors, nurses and mental health clinicians. Next year we’ll be focusing on virtualSPECIALIST, which will provide access to virtual specialist advice where required. We are fortunate to have world-class virtual care options that help more people access care no matter where they are, or when they need it. I hope you’re curious and excited about the possibilities offered by virtual care and the initiatives that are making a big impact for patients and communities across the state.
Thank you for ensuring our patients remain safe, supported, and connected. Kind regards, Susan Pearce AM
Secretary, NSW Health |
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The drive to virtual care |
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When Andy Corrigan’s one-year-old son had a follow-up appointment after heart surgery, Andy and his wife took time off work. They bundled their two kids (both under four years old) into the car, and drove five hours each way from Wagga Wagga to Sydney for a 15-minute consult.
“The doctor looked at the scar, asked us how everything was going, and sent us on our way,” said Andy, who was managing Murrumbidgee Local Health District’s aged care services. |
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| “I couldn’t help but wonder if we could have communicated just as effectively with the specialist via video conferencing from home.”
This personal experience sparked a new perspective for Andy, who later went on to lead virtual care within the Murrumbidgee Internal Transformation Team. He encourages health staff to explore virtual care options and urges patients to advocate for it.
“The need for face-to-face clinical care is never going to disappear,” said Andy. “But we should consider how we can save families from unnecessary travel, expenses, and time away from home. Sometimes, an in-person visit isn’t necessary. |
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“Virtual care means people can get a diagnosis, advice and intervention faster than waiting for a face-to-face assessment, which is significant benefit.” |
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Culturally safe care anywhere |
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A successful pilot program co-designed by Aboriginal Health Workers to improve health outcomes for Aboriginal and Torres Strait Islander people is being expanded.
The Aboriginal Health Emergency Department Follow-up service at South Eastern Sydney Local Health District contacts Aboriginal patients (with their consent) within 48 hours of discharge from the emergency department. It then connects them with Aboriginal Health Workers for culturally appropriate follow-up care. Pathways to other services and Aboriginal Community Controlled Organisations have also been established to prevent hospital re-admissions and representations.
The service was originally pioneered and delivered by the Community Health Aboriginal Health team during a nine-week pilot program at Prince of Wales Hospital.
Supported by the Community Management Centre, the now district-wide approach is a win-win for the community, but also emergency departments.
“Without a change in the way we care for our community, the district will see ongoing and increased presentations to the emergency department from the local Aboriginal community,” said Skye Parsons, Director of Aboriginal Health, South Eastern Sydney Local Health District.
“Virtual health is uniquely placed to help reach our people with timely support from the comfort of their homes.” |
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Miki Griffith and Rhiana Honeysett, Aboriginal Health Workers who designed the service, are thrilled to see the pilot take off. “It’s incredible to see the district is committed to improving health outcomes for our mob,” said Miki.
“It shows that our voices and ideas on how to give culturally appropriate and accessible services to our people are being heard. And most importantly, it means that our families coming into the emergency department are safe, have a voice and are seen.” |
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“By engaging Aboriginal Health Workers in the follow-up service, we create a supportive environment that promotes better health outcomes and empowers our communities,” Rhiana said. |
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Close care from a distance |
Richard is a proud Yuin nation man who lives with terminal lung cancer. His worries about using virtual care were quickly swept aside thanks to the end of life and palliative care (EoLPC) team at Nepean Blue Mountains Local Health District.
Watch the video to learn how EoLPC supports Richard to live his life as fully and comfortably as possible. |
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Eight new Hazardous Area Rescue Ambulances (also known as HARAs) joined the NSW Ambulance fleet, the first of their kind in the world.
Specifically designed and built by NSW Ambulance, the HARAs optimise response capabilities during natural disasters and in difficult terrain. They can drive through flood waters up to 1.2 metres and have been made to operate around fire grounds. |
| Representatives from the Single Digital Patient Record (SDPR) team recently attended the 2024 Koori Knock Out in Bathurst.
The popular tournament provided the SDPR team with a great opportunity to make connections, talk about their work, and discuss with Elders what it might mean for Aboriginal communities. They even got to meet rugby league star Latrell Mitchell! |
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Celebrating our 2024 NSW Health Awards winners |
Congratulations to all the winners and finalists of the 2024 NSW Health Awards!
Their outstanding projects highlight the exceptional work being done at NSW Health. Check out these two winning innovative projects that improve patient outcome through virtual care. |
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Learn how to make communication more accessible
You are invited to attend a virtual session on how to make health information easier to understand, especially for people with a disability, low literacy, and neurodiversity. The sessions will also help you consider ways you can make information more accessible for people from culturally and linguistically diverse and Aboriginal communities, and the resources available to help you put it into practice. Register via the NSW Health website. |
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Get involved in our first Gender Equality Action Plan NSW Health is developing its first Gender Equality Action Plan to be launched in June 2025. The plan will focus on making sure our work, and the way we deliver it, is fair and supportive for everyone. To help you learn more about the plan and how you can get involved, there will be a Gender Equality Action Plan information session on Monday 11 November from 2:30pm to 3pm. Register on the event page.
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Don't miss the Gathering of Kindness 2024 |
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The Gathering of Kindness (11-15 November) continues the conversation about bringing kindness and compassion into the delivery of care, so that everyone achieves the experiences and outcomes that matter most. You’re invited to join this important conversation, centred around the theme Kindness is My Superpower. Be inspired by stories of kindness in action across NSW Health. |
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In collaboration with the NSW Ministry of Health, the Nursing and Midwifery Office, local health districts, and specialty health networks, we are thrilled to present an inspiring program just for you.
Register today to attend the free virtual events and discover more about the Gathering of Kindness on the Intranet. |
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Jennifer Cha is a radiographer and sonographer at the Sydney Children’s Hospitals Network.
“Pinpointing the exact source of medical issues in young patients can be challenging, so building trust with them is invaluable,” Jennifer said. |
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| “I’ve spent 15 years within the Network, and my passion lies in working with children.” Jennifer recalls a child who came in for a follow-up scan. “He spotted me, ran over, and gave me a big hug. He said ‘I’ve missed you.’
“Moments like that, and knowing that we are remembered by our little patients remind me why I got into healthcare and how I can make a difference,” said Jennifer. “Work can be busy and challenging, but helping to find a diagnosis, which often leads to timely treatments that can save lives is truly fulfilling.” |
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In Focus with Bianca Prain |
Q: Are mpox cases increasing in NSW? What do I need to know? A: Yes. Mpox cases are increasing, and we’ve seen a surge since June 2024, with most cases acquired in NSW. There have been 568 mpox notifications in NSW since June 2024. The virus is mainly spread through close contact with a person with the virus. This includes skin-to-skin contact and sexual activity. |
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Vaccination is free for people at most risk of mpox. Currently, this includes men who have sex with men, sex workers and their sexual partners. Vaccination is a safe and effective way to protect against severe illness from mpox. Two doses of vaccine are required at least 28 days apart and Medicare is not needed for vaccination.
To find out where the vaccine is available, people can visit the NSW Health website.
You can learn more about the current situation in NSW in the weekly mpox epidemiological reports. Bianca Prain
Director, Public Health Programs
Centre for Population Health, NSW Ministry of Health |
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“I’m committed to looking after the patient as a whole. I like getting to know them as a person and accompanying them on their health journey, treating them holistically, and advocating for them when they are unable to themselves. It is a privilege, and I find it fulfilling to assist them on their recovery.” Chris Muller, Mental Health Nurse Practitioner, Justice Health and Forensic Mental Health Network |
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Chris Muller is a trailblazer. Twenty-one years ago she became one of Australia’s first Nurse Practitioners – a registered nurse who works at an advanced practice level. Fast forward to today, she provides a specialist nurse practitioner service and established a virtual mental health services helping people across the state. As a specialist mental health nurse for 45 years, Chris has chalked up an impressive 26 years at Justice Health and Forensic Mental Health Network. Today, in her role of Mental Health Nurse Practitioner she helps patients all over the state. Chris recently led a project to provide virtual mental health services to locations without onsite services. This allows patients’ needs to be addressed closer to their Country and families. |
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“The better we know the patient and vice versa, the easier it is to identify early signs of relapse and strengthen their trust in us. Embedding virtual care into routine practice gives patients access to mental health services where they traditionally couldn’t,” said Chris. “It also reduces long travel times between locations, allowing us to use mental health resources more efficiently. “You might run a clinic in Broken Hill in the morning and a clinic in Cessnock in the afternoon, all without travelling or moving the patient.” |
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Help inform the NSW Drug Summit 2024
The NSW Drug Summit, taking place in November and December, aims to address drug use and its harms to support better health outcomes for people affected by drugs.
Share your views through the Have your say survey or visit the NSW Government website for more information. |
| New microlearning modules on virtual care The new HETI microlearning modules are aimed at equipping clinicians, consumers and carers with the communication skills to have informed conversations with consumers around virtual care.
Go to My Health Learning and search course code 533841511 if you’re a consumer or carer; or 535007136 if you’re a clinician. |
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NSW Ambulance tops patient experience survey
NSW Ambulance has achieved the highest patient satisfaction rating of any ambulance service in Australia, New Zealand and Papua New Guinea, according to the 2024 Council of Ambulance Authorities annual Patient Experience Survey.
Of more than 700 patients in NSW surveyed, 99 per cent of patients rated their overall satisfaction as very satisfied or satisfied. Ninety-eight per cent of respondents were happy with their quality of care, stating that the care provided by paramedics was either very good or good. The NSW Ambulance Virtual Clinical Care Centre (VCCC) also received positive feedback.
VCCC redirects non-emergency patients to the care they need without the need for an emergency ambulance.
The latest patient follow-up survey gave it a big thumbs up – with 96.7 per cent of patients reporting a positive experience, and 93.5 per cent indicating a positive outcome. |
| From the Critical Intelligence Unit
The Critical Intelligence Unit (CIU) Evidence Digest highlights transformative clinical innovations. Recent features include: - Reducing the impact of healthcare on climate change and digital approaches to tackling non-communicable diseases
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Emerging technologies for improving musculoskeletal health and revised Declaration of Helsinki on principles for medical research involving human participants
Subscribe for Wednesday morning updates or explore the CIU's living evidence table on AI in healthcare. |
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Deployment program webinar Are you a nurse, midwife or allied health professional looking for a change of pace? Short term positions in regional, rural or remote NSW could be just what you’re after with accommodation and travel costs covered.
To learn more about the Deployment program, watch the recording of the webinar hosted by the Central Resource Unit on the NSW Health website or schedule a chat with the deployment team.
You can also register at the Deployment EOI in Stafflink or email the team directly. |
| Aboriginal Nursing and Midwifery Cadetship and Scholarships Program
Applications for the Aboriginal Nursing and Midwifery Cadetship and Scholarships Program will open from 16 December 2024 to 23 February 2025. Scholarships and cadetships provide financial and educational support for undergraduate and postgraduate nursing and midwifery studies. To learn more about the cadetships and scholarships, visit the NSW Aboriginal Nursing and Midwifery Cadetship and Nursing and midwifery scholarships and financial assistance pages on the NSW Health website.
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Dates to mark Add these upcoming events and awareness days to your diary and keep an eye out for events happening around you. Diwali (31 October-1 November) National Radiographers and Radiation Therapists’ Week (4-10 November) People Matter Employee Survey 2024 results released (5 November) - International Pathology Day (6 November)
Remembrance Day (11 November)
Perioperative Nurses Week (10-16 November) Gathering of Kindness (11-15 November)
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NSW Health acknowledges Aboriginal people as the traditional custodians of the lands and waters of NSW and pays respect to Elders past, present and future. |
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Feeling social? Follow NSW Health |
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