Queensland expands COVID-era emergency call centre

A health initiative introduced by the former Labor government at the height of the COVID pandemic will be expanded by the new LNP government, with an $8.3 million investment in a Brisbane-based emergency call centre servicing the entire state.

The 24/7 Queensland Ambulance Service clinical hub, housed at the Kedron Emergency Services Complex, was introduced in 2020 as a way to relieve pressure on the state’s emergency services.

Designed to relieve pressure from a surging demand for ambulances, triple zero calls were triaged and if a lights and sirens response was not required, the call was transferred to the hub.

Render of the planned Queensland Ambulance Service clinical hub.Credit: QAS

From there, the case is referred to the most appropriate care option.

QAS assistant commissioner Alex Thompson said the hub had about 1700 patient interactions a day.

“Of those, they’re able to navigate those patients to different healthcare pathways,” he said.

“That might include things like a falls referral unit going out that has a physio and an occupational therapist to provide care in the home.

“It might be one of our mental health nurses. It might be a social worker that helps work with patients.

“The most important part about this is it delivers care quickly, efficiently and in our rural and remote locations.”

Health Minister Tim NichollsCredit: Matt Dennien

Health Minister Tim Nicholls said the expansion would increase the 30-desk facility to 66.

“At the moment, it’s a little bit of our jury-rigged system. It’s been working well, but it needs to be doing better,” he said.

“In doing this, we’ll be ensuring that we are freeing up our ambulances and our paramedics to deliver emergency services.

“We will be freeing up space in our emergency departments and making sure that people who ring get the best service and the appropriate care that they need.”

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