Healthline celebrates its 25-year anniversary – and launches a GP booking initiative

SECTOR UPDATE - Whakarongorau Aotearoa

An estimated 3.45 million people have contacted Healthline since it launched 25 years ago.

Whether it is for a 2am check on their baby’s continuous crying, a rash on an arm, or information about where to get more help, the people of Aotearoa know they can rely on the free, 24/7, trusted support from Healthline clinicians. They have relied on that for 25 years – a milestone that is being acknowledged this month. 

There are thousands of people across Aotearoa who have a Healthline magnet on their fridge, who have the 0800 611 116 number in their phone, and who rely on unseen Healthline nurses and paramedics. Healthline plays a critical role in improving access to care. 

Hannah Sleeman, lives in a remote area of the Waikato and has used Healthline several times including when her sore ear symptom was quickly identified by a Healthcare clinician as shingles, and she was advised to see a doctor. She was given the costs and locations of local clinics and was able to get the care she needed quickly.

The Healthline service has grown from an initial 16 nurses managing 20,000 calls in its first year, to over 150 nurses and paramedics managing 400,000 contacts annually – that's 1,000 every day.

What started as a phone service in May 2000 has expanded to include online services, with callers able to share videos and photos to help Healthline clinicians provide the most accurate advice. In addition to calling the trusted 0800 611116 number, people now access Healthline’s healthy.org.nz website for reliable health information, and can request a call back from a clinician, if their query isn’t urgent. The service also now includes the option for people to speak with a Māori clinician.

Healthline is funded by Health New Zealand and since 2015 has been run by Whakarongorau Aotearoa / New Zealand Telehealth Services.

Whakarongorau CEO Glynis Sandland said “Healthline is a virtual first responder for health queries, across multiple digital channels. It also plays a critical role in health sector - with 84% of Healthline callers managed through selfcare at home or directed to community care, significantly reducing strain on our hospital emergency departments. We know that Healthline is considered by many as a taonga / treasure for the people of New Zealand.”

Elle Edwards is a mother who was unsure what to do when she accidentally took a double dose of medication late in the night. She called Healthline to ask if she could breastfeed her baby. “They were so helpful and patient and reassuring,” said Elle. 

“Our clinicians are all experienced and specifically tele-triage trained experts and are seriously good at what they do. That’s why 98% of people who contact Healthline follow the advice they are given,” said Sandland. 

“Over the last 25 years Healthline clinicians have seen it all and they have supported people through major events including the Canterbury earthquakes, measles outbreaks, and the COVID pandemic.

“Healthline has a proud and impactful past, and a very important future. That is definitely something to celebrate.”

Helen Parry was one of the first nurses on the Healthline team in 2000 and her family were surprised when she said she was going to be providing health triage over the phone. “I was really pleased to be part of such an innovative new way to care and a wonderful service,” said Parry.

The Healthline 25th anniversary was celebrated at an event at parliament 4 June 2025 hosted by Associate Minister of Health Matt Doocey. At the event Whakarongorau – who run Healthline - announced a new booking initiative

From next month, when a Healthline nurse or paramedic recommends a caller sees a GP, they will be able to book that appointment for them - improving access to timely healthcare, improving health outcomes, and reducing pressure on our emergency departments.

• The new capability will give callers access to available GP appointments across the country without having to make multiple calls themselves, helping make their journey from triage to treatment easier. 
• The Whakarongorau Healthline GP booking initiative is for people who call Healthline, who are advised by a nurse or paramedic that they need GP-level care but who can't access their regular doctor quickly or easily enough, or who don’t have one. The Healthline clinician will be able to book that GP appointment for them, or they can book it themselves.
• Initially this will be a telehealth appointment and soon after, in-person appointments.
• Healthline support and advice is free, people will have to pay for their GP appointment.
• Around a third of people who call Healthline are referred to their GP or another health service (a third have their issue resolved on the call with appropriate self-care advice, and a third are advised to attend urgent care, afterhours, or an emergency department).

The GP booking system has been developed through a strategic alliance between Valentia Technologies and Whakarongorau who run Healthline.

Whakarongorau Chief Executive Officer Glynis Sandland says "this is the first example of a Whakarongorau-led initiative to create a hub for connected care, using a digital platform. When they contact with one of our services, we can get people faster access to health support, and in the future to wellness and other services too. This booking capability for Healthline is just the start.”

“This first example will be a gamechanger for Healthline clinicians and callers and provides continuity of care. We are proud of the Whakarongorau commitment to enhance access to health and wellness for everyone in Aotearoa and we are excited at the potential this solution has to integrate across other services over time.”  

"Knowing what appointments are available across the country and sharing the load throughout the entirety of our health system will ensure guidance to the right care with no booking delays and no guesswork." 

Dr Ahmed Javad from Valentia Technologies says, "we developed the platform in collaboration with Whakarongorau as a sector-strengthening initiative, backed by significant investment to give back to the health and social care ecosystem. "The platform will enable people to navigate services more easily, helping them discover and access the right services through multiple channels including webchat, voice, video-enabled support, and guided digital pathways."

The GP booking capability will be available through Healthline from next month.

About the 4 June event sponsors

The Healthline anniversary event was sponsored by long-term Whakarongorau tech and innovation partners, Spark Health and Valentia Technologies.

Spark have been instrumental in providing the underlying connectivity that enables the voice platform, allowing Whakarongorau remote workers to securely deliver services. Their support has been crucial during significant events, including the COVID pandemic, facilitating smooth communication and collaboration across Aotearoa. Looking ahead, Spark and Whakarongorau plan to explore further technological advancements to ensure Whakarongorau virtual healthcare services continue to evolve and innovate to meet the growing and changing needs of the people of Aotearoa.

Whakarongorau also acknowledges Valentia Technologies, who have been the telehealth system provider since Whakarongorau launched the national telehealth platform and services in 2015. Valentia support through COVID, and more recently in the successful migration of the Spectrum telehealth system to the Microsoft Azure North environment, establishing Whakarongorau as an anchor tenant, mark significant milestones in the Whakarongorau digital transformation journey, ensuring systems are robust, scalable, and ready to meet the future needs of our services.

Whakarongorau extends its gratitude for these partnerships which enable Whakarongorau and Healthline to deliver exceptional care to the country.

Image: (Left to right) Whakarongorau Chair Roger Sowry, CEO Glynis Sandland and Associate Minister of Health and for Mental Health Matt Doocey

Source: Whakarongorau Aotearoa media release

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