Clinical governance in the dynamic digital health and telehealth services arenas Session – Clinical – Innovation and ethics Janelle Painter Clinical Analyst, Telephone Services Healthdirect Australia - @healthdirectAU
About us Healthdirect Australia designs and delivers innovative services for governments to provide every Australian with 24/7 access to the trusted information and advice they need to manage their own health and health-related issues. We are funded by the Council of Australian Governments to work across jurisdictional boundaries to deliver telehealth and digital services to the whole population. 2
Sharing trusted knowledge No matter where people live, or what time of the day or night it is, they can talk to a professional, find trusted advice online about how to manage their issue, and locate the closest appropriate and open service that meets their needs. healthdirect after hours GP helpline My Aged Care Pregnancy, Birth and Baby Carer Gateway National Health Services Directory 3
healthdirect service • healthdirect nurse triage helpline • Website – www.healthdirect.gov.au - Health information - Medicines information - Symptom Checker - Service finder • healthdirect app - Health information - Symptom Checker - Service finder 1800 022 222 4
Our website www.healthdirect.gov.au 5
1,600,000 Total healthdirect service interactions 1,400,000 1,200,000 1,000,000 800,000 600,000 400,000 200,000 0 healthdirect website sessions helpline calls Symptom Checker web triage Symptom Checker App triage FOR OFFICIAL USE ONLY 6
1,000,000 1,200,000 1,400,000 1,600,000 200,000 400,000 600,000 800,000 0 Jan-12 Mar-12 May-12 Jul-12 healthdirect website sessions Sep-12 Nov-12 Jan-13 Mar-13 May-13 Jul-13 Sep-13 healthdirect website sessions Nov-13 Jan-14 Mar-14 FOR OFFICIAL USE ONLY May-14 Jul-14 Sep-14 Nov-14 Jan-15 Mar-15 May-15 Jul-15 Sep-15 Nov-15 Jan-16 Mar-16 May-16 Jul-16 Sep-16 Nov-16 Jan-17 Mar-17 May-17 7
Total healthdirect service triages 140,000 120,000 100,000 80,000 60,000 40,000 20,000 0 helpline calls Symptom Checker web triage Symptom Checker App triage FOR OFFICIAL USE ONLY 8
How do we ensure these services are safe and of a high quality? 9
Governance, Advice and Expertise Clinical Governance Healthdirect Australia Advisory Group Clinical Governance Team Clinical Governance Editorial Guidelines Digital Services Advisory Group Framework Multimedia Guidelines Information Partnership Clinical Advisory Panels Team Service Improvement and Development Committees (SIDCs) 10
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