Universal telenursing triage in Australia and New Zealand - A new primary health service

Background Most Australian and all New Zealand residents now have 24 hour access to free telephone advice and symptom triage, Australasia is following an international trend triggered by a perceived need for standardised advice, demand management (primary care and emergency department), and equity of access. A growing literature describes the impact of this new service on existing primary health services. Objective This article summarises the results of telephone triage projects in Australia and New Zealand to acquaint Australian general practitioners with nurse led telephone triage services that have health call centre technology. Discussion Australian and New Zealand services are similar with respect to the demographics of callers, when they call, and the issues on which they seek advice. Further study is needed in order to understand how telenursing can best be integrated with general practice and other primary care services.