Key messages

  • NURSE-ON-CALL puts you directly in touch with a registered nurse for caring, professional health advice around the clock.
  • Call 1300 60 60 24 from anywhere in Victoria for health advice 24 hours a day.

Now every Victorian has a NURSE-ON-CALL

NURSE-ON-CALL is a phone service that provides immediate, expert health advice from a registered nurse, 24 hours a day, 7 days a week.

If you think your situation is an emergency, you should always call 000 or go to an emergency department at a hospital.

Call 1300 60 60 24 for the cost of a local call from anywhere in Victoria for health advice 24 hours a day (calls from mobile phones may be charged at a higher rate).

We are there when you need us

NURSE-ON-CALL puts you directly in touch with a registered nurse for caring, professional health advice around the clock. You may need us when:

  • you or someone you’re caring for is feeling unwell
  • you are not sure if you should seek medical help
  • you’re away from home or situated a long way from medical help
  • you simply want advice or information about health services in your area.

What happens when I call for advice?

Step 1 – a registered nurse will answer your call and collect some basic details.

Step 2 – the nurse will then ask you a series of questions about your symptoms and other issues relating to your health.

Step 3 – at the end of the call the nurse may suggest ways you can care for yourself, advise you to contact a GP or, in the event that your condition is very serious, transfer the call to 000. Note that nurses do not provide a full diagnosis of your symptoms.

NURSE-ON-CALL uses the most up-to-date health information available, giving you and your family the highest quality advice. All information you provide remains confidential and records are fully secure.

Health advice and more

NURSE-ON-CALL:

  • can provide you with other health related information, such as details of health services in your area or the number of phone help lines
  • gives all Victorians the peace of mind of knowing that professional health advice is only a phone call away, any time of the day or night
  • provides access to interpreting services for callers not confident with English.

The National Relay Service is available to assist callers who are hearing or speech impaired. For more information about, see Frequently asked questions on this page.

Information for health professionals

The National Health Services Directory enables health professionals and consumers to access reliable and consistent information about health services.

NURSE-ON-CALL uses the directory to provide callers needing to attend health services, with relevant information about the services such as services offered, locality and hours of operation.

Registration of agencies on the directory is a quick process. As the accuracy of the data is critical, registered service providers are reminded to update the published information about the services they provide.

The Better Health Channel provides online health and medical information for the Victorian community.

Medibank Health Solutions is the healthcare organisation delivering the NURSE-ON-CALL service. They deliver similar telephone-based health services to other government departments and private health organisations throughout Australia and New Zealand.

NURSE-ON-CALL promotional material

To obtain copies of NURSE-ON-CALL brochures, fridge magnets and wallet cards please email nurse.on.call@dhhs.vic.gov.au

In your email please include:

  • the number of items that you require
  • contact person details (including telephone and email address)
  • a street address for delivery by courier.
You can download a NURSE-ON-CALL from his page. Brochures in a variety of languages are also available on the Health Translations Directory website.

Employment opportunities with NURSE-ON-CALL

For information on employment opportunities with the NURSE-ON-CALL service please contact the NURSE-ON-CALL provider, Medibank Health Solutions or call their recruitment line on 02 9425 3925.

Feedback

Both the Department of Health and Human Services, and the provider of the service are committed to the continual improvement of NURSE-ON-CALL. We value all feedback, both positive and negative. To provide feedback, please complete the NURSE-ON-CALL feedback survey.

Frequently asked questions

All about NURSE-ON-CALL

NURSE-ON-CALL is a telephone service that provides immediate, expert health advice from a registered nurse, 24 hours a day, 7 days a week. The service, staffed by registered nurses, is accessible from any landline and mobile telephones in Victoria for the cost of a local call (calls from mobile phones may be charged at a higher rate).

NURSE-ON-CALL is committed to answering all calls as quickly as possible and aims to answer 80 per cent of all calls within 20 seconds. If it's an emergency, you should call 000.

No. A 15-second pre-recorded message advises callers of their privacy rights when contacting NURSE-ON-CALL, but then calls are directly answered by a registered nurse.

Yes, all information you provide remains confidential and records are fully secure. The NURSE-ON-CALL Service is governed by the laws of the State, including the Information Privacy Act 2000. See our privacy policy.

Yes. The nurse will ask you for some basic personal details, but you may remain anonymous if you wish. All information provided remains confidential and records are fully secure. See our privacy policy.

Yes. NURSE-ON-CALL operates 24 hours a day, every day of the year, including public holidays.

All calls are answered by registered nurses who have at least two years experience working in hospitals. In addition to clinical training, all NURSE-ON-CALL staff are fully trained to provide expert health advice, information or triage over the telephone. Nurses also undergo ongoing training and supervision to maintain high quality clinical and communication skills.

Yes, you can be confident that the advice given is safe. NURSE-ON-CALL staff are supported by state-of-the-art computer based clinical advice that is constantly reviewed and updated to ensure information is accurate and clinically sound. The information is reviewed regularly by highly-trained medical advisors from Victoria.

The Better Health Channel, established by the Victorian Government, provides online health and medical information for the Victorian community that is quality assured, reliable, up-to-date and locally relevant.

If you are calling about another person, you must have the consent of that person (unless the person is a minor). The person must also be with you and awake/conscious at the time of your call in order for the nurse to be able to provide triage and specific care advice. Otherwise, the nurse will only be able to give general information and direction.

The nurse will firstly ask you some questions to ensure that you or the person that you are calling about is safe and that an emergency response is not required. The nurse will then gather some basic personal details that will assist them in providing you with the right health advice and the right care. Just like when you see a health care professional, the information is collected in order to create your confidential medical file. This file will be used in the future to help the nurse understand your medical history as you keep using the NURSE-ON-CALL service.

NURSE-ON-CALL provides access to interpreting services for callers not confident with English.

The National Relay Service is available to assist callers who are hearing or speech impaired. TTY users should ring 133 677. Internet relay users visit the National Relay Service website.

No. NURSE-ON-CALL is not set up to make appointments or write referrals. The nurse may suggest you see a GP or visit an emergency department, depending on your symptoms. The nurse does not provide a diagnosis but will be able to provide you details of your closest hospital or GP clinic.

The Victorian Government is funding NURSE-ON-CALL to ensure every Victorian has access to professional health advice anytime of the day or night. It is an additional service that complements Victoria’s public hospitals and emergency services.

These services continue to operate in conjunction with NURSE-ON-CALL. If callers choose to seek advice from NURSE-ON-CALL, the service will refer to these other health services as necessary.

NURSE-ON-CALL is being run by Medibank Health Solutions – Telephone & Online Services, an organisation with extensive experience providing this type of service. Medibank Health Solutions – Telephone & Online Services operates similar health call centres throughout Australia and New Zealand.

We value your feedback, both positive and negative, regarding the NURSE-ON-CALL service. We are committed to improving access to the best health advice for all Victorians and with your help we can make a good system even better. Should your feedback require further investigation, you may need to provide some detail by filling in the NURSE-ON-CALL feedback form. Alternatively, you may wish to call NURSE-ON-CALL Service directly on 1300 60 60 24 and provide comments about the service you received.

Where necessary, team leaders and a medical advisor will review your call and provide you with feedback. If you are still not satisfied with the feedback you receive you can refer your matter to the Health Services Commissioner on toll free: 1800 136 066.