Frequently asked questions

What is 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).

How quickly will my call be answered?

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.

Do I have to speak to a machine before I speak with a real nurse?

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.

Is my call confidential?

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. The privacy policy is available below.

Can I remain anonymous if I call NURSE-ON-CALL?

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. The Department of Health privacy policy is available.

Does the service operate on public holidays?

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

What training and experience do NURSE-ON-CALL staff have?

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.

Is the advice provided by NURSE-ON-CALL safe?

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.

Where can I find reliable online health information?

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.

What happens if I am calling about someone else?

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.

What information will I be asked to provide and why?

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.

What happens if I need an interpreter to help me with my call?

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

How do I use the service if I have a hearing or speech impairment?

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.

Is NURSE-ON-CALL able to write me a referral to a doctor or organise a priority appointment?

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.

Why is the Government funding this service?

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.

What happens to other health help lines like the Poisons Line, Lifeline and Parentline?

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.

Who is the service provider?

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.

What happens if I am unhappy with the service?

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.

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