Evaluation of the after hours GP helpline for Healthdirect Australia 2013

Project Details

The evaluation sought to assess the extent to which the AGPH is:

  • Safe
  • Clinically appropriate
  • Meeting user needs and generating user satisfaction
  • Delivering an accessible and equitable service
  • Acceptable to users and the community as a source of primary care advice and referral in the after hours period
  • Influencing medical workload in the after hours sector
  • Contributing to meeting GP needs and GP satisfaction with delivery of
  • after hours services
  • Providing value for money
  • Meeting the objectives of the Australian Government's primary care after hours reforms.

Project summary

The afterhours GP helpline was established as part of the Australian governments after hours primary care refroms, funded by the After Hours primary Health Care program. It provided access to telephone advice and referral from a GP in the after hours period if the caller was triaged by a nurse on the line as needing to see a GP within 24 hours. The evaluation involved ten sub-studies examining service utilsation, impact on the after hours  health service system, consumer and community based GP satisfaction with the service; a clinical quality audit,  a qualitative study of helpline GP and nurse providers, an economic evaluation and a consumer and stakeholder consultation. The commissioner of the evaluation Healhdirect Australia has not yet approved release of the evaluation findings.


Rosemary McKenzie

Professor David Dunt

Michelle Williamson


Healthdirect Australia

Research Group

School Research Themes

Disparities, disadvantage and effective health care

Key Contact

For further information about this research, please contact the research group leader.

Department / Centre

Centre for Health Policy

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