{ "entity_id": "B-002572", "folder": "Healthdirect-Australia-Board-of-Directors", "name": "Healthdirect Australia Board of Directors", "type": "Statutory Body", "jurisdiction": "Commonwealth", "portfolio": "Health, Disability and Ageing", "website": "http://www.healthdirect.gov.au", "data_status": "partial", "completeness": { "has_strategy_brief": true, "has_strategy_structured": true, "has_vision": false, "has_kpi_targets": true, "has_kpi_results": true, "has_strategy_overview": true, "has_legislation_text": true, "has_legislation_structured": false, "has_global_initiatives_text": false, "has_ideas": true, "has_artifacts": true, "n_ideas": 12, "n_legislation": 0, "n_artifacts": 3, "n_kpi_targets": 2, "n_kpi_results": 2, "n_outcomes": 1, "verified_own_data": true }, "strategy_profile": { "status": "needs_review", "confidence": "medium", "summary": "Healthdirect Australia (Healthdirect) is the national government-funded provider of virtual healthcare services available to consumers via telephone helplines, websites and an app. As a trusted partner, Healthdirect is at the forefront of delivering a diverse range of health and social services at state and national levels.", "official_site_url": "http://www.healthdirect.gov.au", "source_documents": [ { "type": "strategie", "title": "Clinical Governance and Quality Framework", "url": "https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf", "period": null, "confidence": "medium" } ], "purpose": { "text": "Healthdirect Australia (Healthdirect) is the national government-funded provider of virtual healthcare services available to consumers via telephone helplines, websites and an app. As a trusted partner, Healthdirect is at the forefront of delivering a diverse range of health and social services at state and national levels.", "source_url": "https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf", "source_page": 3, "source_deep_url": "https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf#page=3" }, "vision": null, "strategic_priorities": [ { "title": "Supporting jurisdictions in achieving their healthcare priorities, especially during public health emergencies", "description": "Supporting jurisdictions in achieving their healthcare priorities, especially during public health emergencies", "source_url": "https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf", "source_page": 3, "source_deep_url": "https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf#page=3" } ], "values": [ { "name": "Quality", "description": "", "source_url": "https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf", "source_page": null }, { "name": "Safety", "description": "", "source_url": "https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf", "source_page": null } ], "outcomes": [ { "name": "Outcome 1: Safe, effective, high-quality virtual care", "description": "Healthdirect’s commitment to quality and safety is paramount, with robust clinical governance practices that align to Australian standards and best practise guidelines and Healthdirect’s Clinical Governance and Quality Framework.", "activities": [ "Providing trustworthy, free advice and tools 24-hours a day", "Finding and connecting with a service that meets consumer needs", "Accessing virtual care when other options aren’t available" ], "source_url": "https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf", "source_page": 3, "source_deep_url": "https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf#page=3" } ], "performance_measures": [ { "code": "CCE01", "measure": "Compliance with Australian Health Contact Centre Standard", "target": "100%", "latest_result": "98%", "status": "Substantially achieved", "target_source_url": "https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf", "target_source_page": 10, "result_source_url": "", "result_source_page": 10 }, { "code": "CCE02", "measure": "Incident and complaint resolution rate", "target": "95%", "latest_result": "94%", "status": "Mostly achieved", "target_source_url": "https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf", "target_source_page": 9, "result_source_url": "", "result_source_page": 9 } ], "document_alignment_terms": { "must_support": [ "Healthdirect Australia (Healthdirect) is the national government-funded provider of virtual healthcare services available to consumers via telephone helplines, websites and an app.", "Supporting jurisdictions in achieving their healthcare priorities, especially during public health emergencies" ], "watch_terms": [ "Compliance with Australian Health Contact Centre Standard", "Incident and complaint resolution rate" ], "avoid_claiming_without_evidence": [] }, "review_note": "Structured strategy exists but is incomplete." }, "strategy_brief_md": "# Healthdirect Australia Board of Directors — Strategy Brief\n\n**Reporting period**: 2024-25\n**Corporate plan in force**: 2025-26\n**Corporate Plan**: [2025-26](https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf)\n\n## Our purpose / purposes\n\n> Healthdirect Australia (Healthdirect) is the national government-funded provider of virtual healthcare services available to consumers via telephone helplines, websites and an app. As a trusted partner, Healthdirect is at the forefront of delivering a diverse range of health and social services at state and national levels. [[CP p.3](https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf#page=3)]\n\n## How we deliver\n\n> Healthdirect is committed to providing trustworthy, free advice and tools 24-hours a day so Australians can care for themselves and their families, find and connect with a service that meets their needs, and access virtual care when other options aren’t available. [[CP p.3](https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf#page=3)]\n\n## Government priorities for this department\n\n- Supporting jurisdictions in achieving their healthcare priorities, especially during public health emergencies [[CP p.3](https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf#page=3)]\n\n## Outcomes\n\n### Outcome 1: Safe, effective, high-quality virtual care\nHealthdirect’s commitment to quality and safety is paramount, with robust clinical governance practices that align to Australian standards and best practise guidelines and Healthdirect’s Clinical Governance and Quality Framework. [[CP p.3](https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf#page=3)]\n\n**Key activities:**\n- Providing trustworthy, free advice and tools 24-hours a day\n- Finding and connecting with a service that meets consumer needs\n- Accessing virtual care when other options aren’t available\n\n## Values and principles\n\n_Clinical Governance and Quality Framework_\n\n- Quality\n- Safety\n\n## What they will measure themselves on this year (targets from 2025-26 corporate plan)\n\n| Code | Measure | Target | Source |\n|---|---|---|---|\n| CCE01 | Compliance with Australian Health Contact Centre Standard | 100% | [CP p.10](https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf#page=10) |\n| CCE02 | Incident and complaint resolution rate | 95% | [CP p.9](https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf#page=9) |\n\n## How they performed last year (results from 2024-25 annual report)\n\n| Code | Measure | Result | Status | Source |\n|---|---|---|---|---|\n| CCE01 | Compliance with Australian Health Contact Centre Standard | 98% | Substantially achieved | AR p.10 |\n| CCE02 | Incident and complaint resolution rate | 94% | Mostly achieved | AR p.9 |", "strategy_overview_evidence_md": null, "internal_strategy_evidence_md": "# Healthdirect Australia Board of Directors - Strategy, Performance, and Operating Profile\n\n**Generated at**: 2026-05-09T22:18:58.221495+00:00\n**Entity ID**: B-002572\n**Entity type**: Statutory Body\n**Jurisdiction**: Commonwealth\n**Portfolio**: Health, Disability and Ageing\n**Website**: http://www.healthdirect.gov.au\n\n> Draft generated from scraped source material. Treat this as an evidence pack for editorial review, not a final judgement.\n\n## Source Coverage\n\n| Source type | Count |\n|---|---:|\n| other-pdfs | 2 |\n| pages | 7 |\n| strategies | 1 |\n\n## Executive Readout\n\n### Purpose\n\n- Outcome Measures and Analysis\nTriage accuracy and safety was examined over all vignettes (Cycle 1: n=47;\nCycle 2: n=41) and by the four triage categories [7]: i/ emergency: requiring immediate\nmedical care; ii/ urgent: requiring medical attention within 24 hours; ii/ non-urgent:\nsee a healthcare provider in the near future; and iv/ self-care: assistance people provide\nthemselves.\n Source: `other-pdfs/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-He.pdf (https://media.Healthdirect.org.au/publications/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-Helpline_January-2024.pdf)`\n- [Page 2]\nContents\nAbout Healthdirect Australia 3\nIntroduction to the Clinical 4\nGovernance and Quality Framework\nComponents of the Clinical 5\nGovernance and Quality Framework\nGovernance, leadership 6\nand culture\nSafety and quality 9\nimprovement systems\nService performance 11\nand effectiveness\nPartnering with 12\nconsumers\nSafe environment for 13\nthe delivery of care\nRelated documents 15\nHealthdirect Australia acknowledges the\nTraditional Owners of Country throughout\nAustralia and their continuing connection\nto land, sea and community.\n Source: `strategies/Clinical-Governance-and-Quality-Framework.pdf (https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf)`\n- [Page 13]\nSafe environment for the delivery of care\nWe promote a safe environment and use secure,\nreliable, and fit-for-purpose technology to deliver\nour health services and manage health data.\n Source: `strategies/Clinical-Governance-and-Quality-Framework.pdf (https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf)`\n- Version 10 December 2024\nLevel 4, 477 Pitt Street, Haymarket, NSW 2000\nP (02) 9263 9000 W about.healthdirect.gov.au\nABN 28 118 291 044\n Source: `strategies/Clinical-Governance-and-Quality-Framework.pdf (https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf)`\n\n### Role and Functions\n\n- [Page 2]\nContents\nAbout Healthdirect Australia 3\nIntroduction to the Clinical 4\nGovernance and Quality Framework\nComponents of the Clinical 5\nGovernance and Quality Framework\nGovernance, leadership 6\nand culture\nSafety and quality 9\nimprovement systems\nService performance 11\nand effectiveness\nPartnering with 12\nconsumers\nSafe environment for 13\nthe delivery of care\nRelated documents 15\nHealthdirect Australia acknowledges the\nTraditional Owners of Country throughout\nAustralia and their continuing connection\nto land, sea and community.\n Source: `strategies/Clinical-Governance-and-Quality-Framework.pdf (https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf)`\n- Clinical governance responsibilities relevant to\neach role are documented in the job description\nTriage services are underpinned by evidence- and incorporated into workplans.\n Source: `strategies/Clinical-Governance-and-Quality-Framework.pdf (https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf)`\n- Version 10 December 2024\nLevel 4, 477 Pitt Street, Haymarket, NSW 2000\nP (02) 9263 9000 W about.healthdirect.gov.au\nABN 28 118 291 044\n Source: `strategies/Clinical-Governance-and-Quality-Framework.pdf (https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf)`\n- Speak to a registered nurse\nCall healthdirect on\n1800 022 222\n(also known as 1800MEDICARE nationally and NURSE-ON-CALL in Victoria) about any health concern — 24 hours a day, 7 days a week.\n Source: `pages/contact.html (http://www.healthdirect.gov.au/contact-us)`\n- This article is published online with Open Access by IOS Press and distributed under the terms\nof the Creative Commons Attribution Non-Commercial License 4.0 (CC BY-NC 4.0).\ndoi:10.3233/SHTI231018\nAssessing the Safety of a New Clinical\nDecision Support System for a National\nHelpline\nNirvana LUCKRAJa,1, Renee STRAZZARIa, Enrico COIERAb and\nFarah MAGRABIb\naHealthdirect Australia, Australia\nbAustralian Institute of Health Innovation, Macquarie University, Australia\nORCiD ID: Nirvana Luckraj, Renee Strazzari, Enrico Coiera: https://orcid.org/0000-\n0002-6444-6584, Farah Magrabi https://orcid.org/0000-0002-8426-5588\nAbstract.\n Source: `other-pdfs/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-He.pdf (https://media.Healthdirect.org.au/publications/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-Helpline_January-2024.pdf)`\n- In Cycle 2, a sample of 41 vignettes were used, including 11 vignettes from Cycle 1\n(10 re-tested + blue bottle jelly fish sting) and 30 vignettes selected by Healthdirect’s\nmedical team to cover the following criteria: 1/most common clinical reasons for\ncalling the helpline; 2/ rare conditions where a delay in diagnosis and triage could lead\nto harm; 3/ International diseases not found in the Australian context e.g.\n Source: `other-pdfs/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-He.pdf (https://media.Healthdirect.org.au/publications/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-Helpline_January-2024.pdf)`\n\n### Strategic Priorities\n\n- [Page 2]\nContents\nAbout Healthdirect Australia 3\nIntroduction to the Clinical 4\nGovernance and Quality Framework\nComponents of the Clinical 5\nGovernance and Quality Framework\nGovernance, leadership 6\nand culture\nSafety and quality 9\nimprovement systems\nService performance 11\nand effectiveness\nPartnering with 12\nconsumers\nSafe environment for 13\nthe delivery of care\nRelated documents 15\nHealthdirect Australia acknowledges the\nTraditional Owners of Country throughout\nAustralia and their continuing connection\nto land, sea and community.\n Source: `strategies/Clinical-Governance-and-Quality-Framework.pdf (https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf)`\n- The Framework underpins Healthdirect’s\nstrategic priorities and business operations.\n Source: `strategies/Clinical-Governance-and-Quality-Framework.pdf (https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf)`\n- Version 10 December 2024\nLevel 4, 477 Pitt Street, Haymarket, NSW 2000\nP (02) 9263 9000 W about.healthdirect.gov.au\nABN 28 118 291 044\n Source: `strategies/Clinical-Governance-and-Quality-Framework.pdf (https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf)`\n- Speak to a registered nurse\nCall healthdirect on\n1800 022 222\n(also known as 1800MEDICARE nationally and NURSE-ON-CALL in Victoria) about any health concern — 24 hours a day, 7 days a week.\n Source: `pages/contact.html (http://www.healthdirect.gov.au/contact-us)`\n- This article is published online with Open Access by IOS Press and distributed under the terms\nof the Creative Commons Attribution Non-Commercial License 4.0 (CC BY-NC 4.0).\ndoi:10.3233/SHTI231018\nAssessing the Safety of a New Clinical\nDecision Support System for a National\nHelpline\nNirvana LUCKRAJa,1, Renee STRAZZARIa, Enrico COIERAb and\nFarah MAGRABIb\naHealthdirect Australia, Australia\nbAustralian Institute of Health Innovation, Macquarie University, Australia\nORCiD ID: Nirvana Luckraj, Renee Strazzari, Enrico Coiera: https://orcid.org/0000-\n0002-6444-6584, Farah Magrabi https://orcid.org/0000-0002-8426-5588\nAbstract.\n Source: `other-pdfs/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-He.pdf (https://media.Healthdirect.org.au/publications/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-Helpline_January-2024.pdf)`\n- In Cycle 2, a sample of 41 vignettes were used, including 11 vignettes from Cycle 1\n(10 re-tested + blue bottle jelly fish sting) and 30 vignettes selected by Healthdirect’s\nmedical team to cover the following criteria: 1/most common clinical reasons for\ncalling the helpline; 2/ rare conditions where a delay in diagnosis and triage could lead\nto harm; 3/ International diseases not found in the Australian context e.g.\n Source: `other-pdfs/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-He.pdf (https://media.Healthdirect.org.au/publications/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-Helpline_January-2024.pdf)`\n- Outcome Measures and Analysis\nTriage accuracy and safety was examined over all vignettes (Cycle 1: n=47;\nCycle 2: n=41) and by the four triage categories [7]: i/ emergency: requiring immediate\nmedical care; ii/ urgent: requiring medical attention within 24 hours; ii/ non-urgent:\nsee a healthcare provider in the near future; and iv/ self-care: assistance people provide\nthemselves.\n Source: `other-pdfs/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-He.pdf (https://media.Healthdirect.org.au/publications/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-Helpline_January-2024.pdf)`\n- Triage Accuracy\nWe found that the overall triage accuracy of the CDSS in both testing cycles (Table 1)\nwas comparable with the performance of most symptom checkers reported in a recent\nsystematic review (avg. triage accuracy 49-68% [5]) and the Hill et al. (2020) study\n(average 49%, range 17-61% [7]).\n Source: `other-pdfs/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-He.pdf (https://media.Healthdirect.org.au/publications/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-Helpline_January-2024.pdf)`\n- Comparison of task times between testers showed\nthere was no difference in the time (min:sec) taken to work through the vignettes in\neach cycle (Cycle 1: 3:50 (3:19 – 4:20), p= 0.341; Cycle 2: mean (95% CI) = 2:58\n(2:42 – 3:19), p=0.811).\n Source: `other-pdfs/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-He.pdf (https://media.Healthdirect.org.au/publications/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-Helpline_January-2024.pdf)`\n- New CDSS Cycle 1 Safety equivalence Old New CDSS Cycle 2\n(N=47) CDSS (N=47) (N=41)\nn % n % n %\nCorrectly\n31 66 27 57 25 61\ntriaged\nOvertriage 7 15 13 28 9 22\nUndertriage 9 19 7 15 7 17\n3.2.\n Source: `other-pdfs/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-He.pdf (https://media.Healthdirect.org.au/publications/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-Helpline_January-2024.pdf)`\n\n## KPIs, Targets, and Where They Are At\n\n- [pages 12,13,14,15,16]\ncontributing recommendations\nWe also measure and ensure the effectiveness\nof our practises through regular feedback • consumer feedback submitted\nmechanisms, consumer surveys, and clinical directly by consumers is evaluated\naudits.\n Source: `strategies/Clinical-Governance-and-Quality-Framework.pdf (https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf)`\n- [Page 2]\nContents\nAbout Healthdirect Australia 3\nIntroduction to the Clinical 4\nGovernance and Quality Framework\nComponents of the Clinical 5\nGovernance and Quality Framework\nGovernance, leadership 6\nand culture\nSafety and quality 9\nimprovement systems\nService performance 11\nand effectiveness\nPartnering with 12\nconsumers\nSafe environment for 13\nthe delivery of care\nRelated documents 15\nHealthdirect Australia acknowledges the\nTraditional Owners of Country throughout\nAustralia and their continuing connection\nto land, sea and community.\n Source: `strategies/Clinical-Governance-and-Quality-Framework.pdf (https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf)`\n- Version 10 December 2024\nLevel 4, 477 Pitt Street, Haymarket, NSW 2000\nP (02) 9263 9000 W about.healthdirect.gov.au\nABN 28 118 291 044\n Source: `strategies/Clinical-Governance-and-Quality-Framework.pdf (https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf)`\n- Speak to a registered nurse\nCall healthdirect on\n1800 022 222\n(also known as 1800MEDICARE nationally and NURSE-ON-CALL in Victoria) about any health concern — 24 hours a day, 7 days a week.\n Source: `pages/contact.html (http://www.healthdirect.gov.au/contact-us)`\n- This article is published online with Open Access by IOS Press and distributed under the terms\nof the Creative Commons Attribution Non-Commercial License 4.0 (CC BY-NC 4.0).\ndoi:10.3233/SHTI231018\nAssessing the Safety of a New Clinical\nDecision Support System for a National\nHelpline\nNirvana LUCKRAJa,1, Renee STRAZZARIa, Enrico COIERAb and\nFarah MAGRABIb\naHealthdirect Australia, Australia\nbAustralian Institute of Health Innovation, Macquarie University, Australia\nORCiD ID: Nirvana Luckraj, Renee Strazzari, Enrico Coiera: https://orcid.org/0000-\n0002-6444-6584, Farah Magrabi https://orcid.org/0000-0002-8426-5588\nAbstract.\n Source: `other-pdfs/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-He.pdf (https://media.Healthdirect.org.au/publications/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-Helpline_January-2024.pdf)`\n- In Cycle 2, a sample of 41 vignettes were used, including 11 vignettes from Cycle 1\n(10 re-tested + blue bottle jelly fish sting) and 30 vignettes selected by Healthdirect’s\nmedical team to cover the following criteria: 1/most common clinical reasons for\ncalling the helpline; 2/ rare conditions where a delay in diagnosis and triage could lead\nto harm; 3/ International diseases not found in the Australian context e.g.\n Source: `other-pdfs/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-He.pdf (https://media.Healthdirect.org.au/publications/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-Helpline_January-2024.pdf)`\n- Outcome Measures and Analysis\nTriage accuracy and safety was examined over all vignettes (Cycle 1: n=47;\nCycle 2: n=41) and by the four triage categories [7]: i/ emergency: requiring immediate\nmedical care; ii/ urgent: requiring medical attention within 24 hours; ii/ non-urgent:\nsee a healthcare provider in the near future; and iv/ self-care: assistance people provide\nthemselves.\n Source: `other-pdfs/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-He.pdf (https://media.Healthdirect.org.au/publications/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-Helpline_January-2024.pdf)`\n- Triage Accuracy\nWe found that the overall triage accuracy of the CDSS in both testing cycles (Table 1)\nwas comparable with the performance of most symptom checkers reported in a recent\nsystematic review (avg. triage accuracy 49-68% [5]) and the Hill et al. (2020) study\n(average 49%, range 17-61% [7]).\n Source: `other-pdfs/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-He.pdf (https://media.Healthdirect.org.au/publications/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-Helpline_January-2024.pdf)`\n- Comparison of task times between testers showed\nthere was no difference in the time (min:sec) taken to work through the vignettes in\neach cycle (Cycle 1: 3:50 (3:19 – 4:20), p= 0.341; Cycle 2: mean (95% CI) = 2:58\n(2:42 – 3:19), p=0.811).\n Source: `other-pdfs/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-He.pdf (https://media.Healthdirect.org.au/publications/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-Helpline_January-2024.pdf)`\n- New CDSS Cycle 1 Safety equivalence Old New CDSS Cycle 2\n(N=47) CDSS (N=47) (N=41)\nn % n % n %\nCorrectly\n31 66 27 57 25 61\ntriaged\nOvertriage 7 15 13 28 9 22\nUndertriage 9 19 7 15 7 17\n3.2.\n Source: `other-pdfs/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-He.pdf (https://media.Healthdirect.org.au/publications/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-Helpline_January-2024.pdf)`\n- Actual Triage\nSelfcare Non-urgent Urgent Emergency Total\nSelfcare 5 3 1 9\nNon-urgent 2 8 1 11\nUrgent 4 8 2 14\nEmergency 3 10 13\nTotal 7 15 13 12 47\nFigure 1.\n Source: `other-pdfs/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-He.pdf (https://media.Healthdirect.org.au/publications/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-Helpline_January-2024.pdf)`\n- All\nundertriaged and overtriaged flows were again referred to the vendor for further\ninvestigation.\negairt\ndetcepxE\nActual Triage\nSelfcare Non-urgent Urgent Emergency Total\nSelfcare 4 4 0 19\nNon-urgent 1 1 3 0 5\nUrgent 5 8 1 14\nEmergency 1 12 13\nTotal 5 10 12 14 41\negairt\ndetcepxE\nN.\n Source: `other-pdfs/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-He.pdf (https://media.Healthdirect.org.au/publications/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-Helpline_January-2024.pdf)`\n- 2017;24(2):246-50, doi:\n10.1093/jamia/ocw154.\n[3] Magrabi F, Liaw ST, Arachi D, Runciman W, Coiera E, Kidd MR.\n Source: `other-pdfs/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-He.pdf (https://media.Healthdirect.org.au/publications/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-Helpline_January-2024.pdf)`\n- 2016;25(11):870-80, doi: 10.1136/bmjqs-2015-004323.\n[4] Fraser H, Coiera E, Wong D.\n Source: `other-pdfs/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-He.pdf (https://media.Healthdirect.org.au/publications/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-Helpline_January-2024.pdf)`\n\n## Key Metrics\n\n- [Page 2]\nContents\nAbout Healthdirect Australia 3\nIntroduction to the Clinical 4\nGovernance and Quality Framework\nComponents of the Clinical 5\nGovernance and Quality Framework\nGovernance, leadership 6\nand culture\nSafety and quality 9\nimprovement systems\nService performance 11\nand effectiveness\nPartnering with 12\nconsumers\nSafe environment for 13\nthe delivery of care\nRelated documents 15\nHealthdirect Australia acknowledges the\nTraditional Owners of Country throughout\nAustralia and their continuing connection\nto land, sea and community.\n Source: `strategies/Clinical-Governance-and-Quality-Framework.pdf (https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf)`\n- Version 10 December 2024\nLevel 4, 477 Pitt Street, Haymarket, NSW 2000\nP (02) 9263 9000 W about.healthdirect.gov.au\nABN 28 118 291 044\n Source: `strategies/Clinical-Governance-and-Quality-Framework.pdf (https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf)`\n- Speak to a registered nurse\nCall healthdirect on\n1800 022 222\n(also known as 1800MEDICARE nationally and NURSE-ON-CALL in Victoria) about any health concern — 24 hours a day, 7 days a week.\n Source: `pages/contact.html (http://www.healthdirect.gov.au/contact-us)`\n- This article is published online with Open Access by IOS Press and distributed under the terms\nof the Creative Commons Attribution Non-Commercial License 4.0 (CC BY-NC 4.0).\ndoi:10.3233/SHTI231018\nAssessing the Safety of a New Clinical\nDecision Support System for a National\nHelpline\nNirvana LUCKRAJa,1, Renee STRAZZARIa, Enrico COIERAb and\nFarah MAGRABIb\naHealthdirect Australia, Australia\nbAustralian Institute of Health Innovation, Macquarie University, Australia\nORCiD ID: Nirvana Luckraj, Renee Strazzari, Enrico Coiera: https://orcid.org/0000-\n0002-6444-6584, Farah Magrabi https://orcid.org/0000-0002-8426-5588\nAbstract.\n Source: `other-pdfs/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-He.pdf (https://media.Healthdirect.org.au/publications/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-Helpline_January-2024.pdf)`\n- In Cycle 2, a sample of 41 vignettes were used, including 11 vignettes from Cycle 1\n(10 re-tested + blue bottle jelly fish sting) and 30 vignettes selected by Healthdirect’s\nmedical team to cover the following criteria: 1/most common clinical reasons for\ncalling the helpline; 2/ rare conditions where a delay in diagnosis and triage could lead\nto harm; 3/ International diseases not found in the Australian context e.g.\n Source: `other-pdfs/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-He.pdf (https://media.Healthdirect.org.au/publications/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-Helpline_January-2024.pdf)`\n- Outcome Measures and Analysis\nTriage accuracy and safety was examined over all vignettes (Cycle 1: n=47;\nCycle 2: n=41) and by the four triage categories [7]: i/ emergency: requiring immediate\nmedical care; ii/ urgent: requiring medical attention within 24 hours; ii/ non-urgent:\nsee a healthcare provider in the near future; and iv/ self-care: assistance people provide\nthemselves.\n Source: `other-pdfs/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-He.pdf (https://media.Healthdirect.org.au/publications/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-Helpline_January-2024.pdf)`\n- Triage Accuracy\nWe found that the overall triage accuracy of the CDSS in both testing cycles (Table 1)\nwas comparable with the performance of most symptom checkers reported in a recent\nsystematic review (avg. triage accuracy 49-68% [5]) and the Hill et al. (2020) study\n(average 49%, range 17-61% [7]).\n Source: `other-pdfs/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-He.pdf (https://media.Healthdirect.org.au/publications/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-Helpline_January-2024.pdf)`\n- Comparison of task times between testers showed\nthere was no difference in the time (min:sec) taken to work through the vignettes in\neach cycle (Cycle 1: 3:50 (3:19 – 4:20), p= 0.341; Cycle 2: mean (95% CI) = 2:58\n(2:42 – 3:19), p=0.811).\n Source: `other-pdfs/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-He.pdf (https://media.Healthdirect.org.au/publications/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-Helpline_January-2024.pdf)`\n- New CDSS Cycle 1 Safety equivalence Old New CDSS Cycle 2\n(N=47) CDSS (N=47) (N=41)\nn % n % n %\nCorrectly\n31 66 27 57 25 61\ntriaged\nOvertriage 7 15 13 28 9 22\nUndertriage 9 19 7 15 7 17\n3.2.\n Source: `other-pdfs/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-He.pdf (https://media.Healthdirect.org.au/publications/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-Helpline_January-2024.pdf)`\n- Actual Triage\nSelfcare Non-urgent Urgent Emergency Total\nSelfcare 5 3 1 9\nNon-urgent 2 8 1 11\nUrgent 4 8 2 14\nEmergency 3 10 13\nTotal 7 15 13 12 47\nFigure 1.\n Source: `other-pdfs/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-He.pdf (https://media.Healthdirect.org.au/publications/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-Helpline_January-2024.pdf)`\n\n## Key Achievements\n\n- [Page 2]\nContents\nAbout Healthdirect Australia 3\nIntroduction to the Clinical 4\nGovernance and Quality Framework\nComponents of the Clinical 5\nGovernance and Quality Framework\nGovernance, leadership 6\nand culture\nSafety and quality 9\nimprovement systems\nService performance 11\nand effectiveness\nPartnering with 12\nconsumers\nSafe environment for 13\nthe delivery of care\nRelated documents 15\nHealthdirect Australia acknowledges the\nTraditional Owners of Country throughout\nAustralia and their continuing connection\nto land, sea and community.\n Source: `strategies/Clinical-Governance-and-Quality-Framework.pdf (https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf)`\n- Version 10 December 2024\nLevel 4, 477 Pitt Street, Haymarket, NSW 2000\nP (02) 9263 9000 W about.healthdirect.gov.au\nABN 28 118 291 044\n Source: `strategies/Clinical-Governance-and-Quality-Framework.pdf (https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf)`\n- Speak to a registered nurse\nCall healthdirect on\n1800 022 222\n(also known as 1800MEDICARE nationally and NURSE-ON-CALL in Victoria) about any health concern — 24 hours a day, 7 days a week.\n Source: `pages/contact.html (http://www.healthdirect.gov.au/contact-us)`\n- This article is published online with Open Access by IOS Press and distributed under the terms\nof the Creative Commons Attribution Non-Commercial License 4.0 (CC BY-NC 4.0).\ndoi:10.3233/SHTI231018\nAssessing the Safety of a New Clinical\nDecision Support System for a National\nHelpline\nNirvana LUCKRAJa,1, Renee STRAZZARIa, Enrico COIERAb and\nFarah MAGRABIb\naHealthdirect Australia, Australia\nbAustralian Institute of Health Innovation, Macquarie University, Australia\nORCiD ID: Nirvana Luckraj, Renee Strazzari, Enrico Coiera: https://orcid.org/0000-\n0002-6444-6584, Farah Magrabi https://orcid.org/0000-0002-8426-5588\nAbstract.\n Source: `other-pdfs/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-He.pdf (https://media.Healthdirect.org.au/publications/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-Helpline_January-2024.pdf)`\n- In Cycle 2, a sample of 41 vignettes were used, including 11 vignettes from Cycle 1\n(10 re-tested + blue bottle jelly fish sting) and 30 vignettes selected by Healthdirect’s\nmedical team to cover the following criteria: 1/most common clinical reasons for\ncalling the helpline; 2/ rare conditions where a delay in diagnosis and triage could lead\nto harm; 3/ International diseases not found in the Australian context e.g.\n Source: `other-pdfs/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-He.pdf (https://media.Healthdirect.org.au/publications/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-Helpline_January-2024.pdf)`\n- Outcome Measures and Analysis\nTriage accuracy and safety was examined over all vignettes (Cycle 1: n=47;\nCycle 2: n=41) and by the four triage categories [7]: i/ emergency: requiring immediate\nmedical care; ii/ urgent: requiring medical attention within 24 hours; ii/ non-urgent:\nsee a healthcare provider in the near future; and iv/ self-care: assistance people provide\nthemselves.\n Source: `other-pdfs/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-He.pdf (https://media.Healthdirect.org.au/publications/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-Helpline_January-2024.pdf)`\n- Triage Accuracy\nWe found that the overall triage accuracy of the CDSS in both testing cycles (Table 1)\nwas comparable with the performance of most symptom checkers reported in a recent\nsystematic review (avg. triage accuracy 49-68% [5]) and the Hill et al. (2020) study\n(average 49%, range 17-61% [7]).\n Source: `other-pdfs/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-He.pdf (https://media.Healthdirect.org.au/publications/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-Helpline_January-2024.pdf)`\n- Comparison of task times between testers showed\nthere was no difference in the time (min:sec) taken to work through the vignettes in\neach cycle (Cycle 1: 3:50 (3:19 – 4:20), p= 0.341; Cycle 2: mean (95% CI) = 2:58\n(2:42 – 3:19), p=0.811).\n Source: `other-pdfs/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-He.pdf (https://media.Healthdirect.org.au/publications/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-Helpline_January-2024.pdf)`\n- New CDSS Cycle 1 Safety equivalence Old New CDSS Cycle 2\n(N=47) CDSS (N=47) (N=41)\nn % n % n %\nCorrectly\n31 66 27 57 25 61\ntriaged\nOvertriage 7 15 13 28 9 22\nUndertriage 9 19 7 15 7 17\n3.2.\n Source: `other-pdfs/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-He.pdf (https://media.Healthdirect.org.au/publications/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-Helpline_January-2024.pdf)`\n- Actual Triage\nSelfcare Non-urgent Urgent Emergency Total\nSelfcare 5 3 1 9\nNon-urgent 2 8 1 11\nUrgent 4 8 2 14\nEmergency 3 10 13\nTotal 7 15 13 12 47\nFigure 1.\n Source: `other-pdfs/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-He.pdf (https://media.Healthdirect.org.au/publications/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-Helpline_January-2024.pdf)`\n- All\nundertriaged and overtriaged flows were again referred to the vendor for further\ninvestigation.\negairt\ndetcepxE\nActual Triage\nSelfcare Non-urgent Urgent Emergency Total\nSelfcare 4 4 0 19\nNon-urgent 1 1 3 0 5\nUrgent 5 8 1 14\nEmergency 1 12 13\nTotal 5 10 12 14 41\negairt\ndetcepxE\nN.\n Source: `other-pdfs/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-He.pdf (https://media.Healthdirect.org.au/publications/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-Helpline_January-2024.pdf)`\n- 2017;24(2):246-50, doi:\n10.1093/jamia/ocw154.\n[3] Magrabi F, Liaw ST, Arachi D, Runciman W, Coiera E, Kidd MR.\n Source: `other-pdfs/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-He.pdf (https://media.Healthdirect.org.au/publications/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-Helpline_January-2024.pdf)`\n\n## Key Issues, Risks, and Recommendations\n\n- In Cycle 2, a sample of 41 vignettes were used, including 11 vignettes from Cycle 1\n(10 re-tested + blue bottle jelly fish sting) and 30 vignettes selected by Healthdirect’s\nmedical team to cover the following criteria: 1/most common clinical reasons for\ncalling the helpline; 2/ rare conditions where a delay in diagnosis and triage could lead\nto harm; 3/ International diseases not found in the Australian context e.g.\n Source: `other-pdfs/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-He.pdf (https://media.Healthdirect.org.au/publications/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-Helpline_January-2024.pdf)`\n- The Board is advised by two Board committees:\nThe Healthdirect Board and Executive understand the Clinical Advisory Committee and the Finance,\nand accept their clinical governance responsibilities Risk Management and Audit Committee.\n Source: `strategies/Clinical-Governance-and-Quality-Framework.pdf (https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf)`\n- Sets the strategic direction of\nHealthdirect Australia and oversees risk, compliance\nClinical Advisory Finance, Risk and finance functions of Healthdirect Australia\nManagement and\nCommittee\nAudit Committee\nCEO and Executive Team Manages operations of the Company\nThe Clinical Advisory Committee The Clinical Advisory Committee also advises\nUnder its charter, the Clinical Advisory Committee the Board on the provision of nationally\nprovides advice and assurance to the Board consistent, high-quality telehealth and digital\nregarding the integrity and robustness of the health services for the Australian population.\nclinical governance of the Company and its services.\n Source: `strategies/Clinical-Governance-and-Quality-Framework.pdf (https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf)`\n- The Finance,\nQuality assessment occurs systematically with Risk Management and Audit Committee is\na focus on evaluating performance, identifying responsible for overseeing the establishment\nrisks and continuously improving services. and implementation of the risk management\ncapability to ensure it is both efficient\nPerformance measures are used to evaluate and effective.\n Source: `strategies/Clinical-Governance-and-Quality-Framework.pdf (https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf)`\n- Clinical risks and mitigation\nservices across the dimensions of quality. actions are monitored through the\nPerformance measures are designed to be simple Clinical Advisory Committee.\nand transparent so they can be collected and\ncollated routinely with minimal additional effort Service level clinical risks and issues are\nfor service providers and Healthdirect staff. monitored through the Service Improvement\nand Development Committees.\n Source: `strategies/Clinical-Governance-and-Quality-Framework.pdf (https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf)`\n- [pages 12,13,14,15,16]\ncontributing recommendations\nWe also measure and ensure the effectiveness\nof our practises through regular feedback • consumer feedback submitted\nmechanisms, consumer surveys, and clinical directly by consumers is evaluated\naudits.\n Source: `strategies/Clinical-Governance-and-Quality-Framework.pdf (https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf)`\n- [Page 2]\nContents\nAbout Healthdirect Australia 3\nIntroduction to the Clinical 4\nGovernance and Quality Framework\nComponents of the Clinical 5\nGovernance and Quality Framework\nGovernance, leadership 6\nand culture\nSafety and quality 9\nimprovement systems\nService performance 11\nand effectiveness\nPartnering with 12\nconsumers\nSafe environment for 13\nthe delivery of care\nRelated documents 15\nHealthdirect Australia acknowledges the\nTraditional Owners of Country throughout\nAustralia and their continuing connection\nto land, sea and community.\n Source: `strategies/Clinical-Governance-and-Quality-Framework.pdf (https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf)`\n- These include monitoring service\nWorkforce and operating model quality performance metrics, reviewing incidents\nOur internal team, comprising both clinical and complaints trends and investigation\nand non-clinical members, is dedicated to the outcomes, identifying and reviewing system\ngovernance, design, implementation, quality improvements, identifying emerging issues and\noversight and continual improvement of our risks, corrective actions and mitigation strategies.\nservices.\n Source: `strategies/Clinical-Governance-and-Quality-Framework.pdf (https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf)`\n- Employee Conduct Policy\nEnterprise Risk Management Framework\nIncident, Complaint, Compliment and Feedback Management Policy and Procedures\nPolicy for Credentialing and Defining the Scope of Clinical Practice\nPrivacy or Data Incident Response Quick Reference Guide\nPrivacy Policy\nRisk Management Policy\nStatutory Compliance Register Procedure\nWork Health and Safety Manual\nClinical Governance and Quality Framework 15\n Source: `strategies/Clinical-Governance-and-Quality-Framework.pdf (https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf)`\n- Version 10 December 2024\nLevel 4, 477 Pitt Street, Haymarket, NSW 2000\nP (02) 9263 9000 W about.healthdirect.gov.au\nABN 28 118 291 044\n Source: `strategies/Clinical-Governance-and-Quality-Framework.pdf (https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf)`\n- Speak to a registered nurse\nCall healthdirect on\n1800 022 222\n(also known as 1800MEDICARE nationally and NURSE-ON-CALL in Victoria) about any health concern — 24 hours a day, 7 days a week.\n Source: `pages/contact.html (http://www.healthdirect.gov.au/contact-us)`\n- This article is published online with Open Access by IOS Press and distributed under the terms\nof the Creative Commons Attribution Non-Commercial License 4.0 (CC BY-NC 4.0).\ndoi:10.3233/SHTI231018\nAssessing the Safety of a New Clinical\nDecision Support System for a National\nHelpline\nNirvana LUCKRAJa,1, Renee STRAZZARIa, Enrico COIERAb and\nFarah MAGRABIb\naHealthdirect Australia, Australia\nbAustralian Institute of Health Innovation, Macquarie University, Australia\nORCiD ID: Nirvana Luckraj, Renee Strazzari, Enrico Coiera: https://orcid.org/0000-\n0002-6444-6584, Farah Magrabi https://orcid.org/0000-0002-8426-5588\nAbstract.\n Source: `other-pdfs/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-He.pdf (https://media.Healthdirect.org.au/publications/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-Helpline_January-2024.pdf)`\n- Outcome Measures and Analysis\nTriage accuracy and safety was examined over all vignettes (Cycle 1: n=47;\nCycle 2: n=41) and by the four triage categories [7]: i/ emergency: requiring immediate\nmedical care; ii/ urgent: requiring medical attention within 24 hours; ii/ non-urgent:\nsee a healthcare provider in the near future; and iv/ self-care: assistance people provide\nthemselves.\n Source: `other-pdfs/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-He.pdf (https://media.Healthdirect.org.au/publications/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-Helpline_January-2024.pdf)`\n- Triage Accuracy\nWe found that the overall triage accuracy of the CDSS in both testing cycles (Table 1)\nwas comparable with the performance of most symptom checkers reported in a recent\nsystematic review (avg. triage accuracy 49-68% [5]) and the Hill et al. (2020) study\n(average 49%, range 17-61% [7]).\n Source: `other-pdfs/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-He.pdf (https://media.Healthdirect.org.au/publications/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-Helpline_January-2024.pdf)`\n\n## Corporate Values and Operating Culture\n\n- [Page 2]\nContents\nAbout Healthdirect Australia 3\nIntroduction to the Clinical 4\nGovernance and Quality Framework\nComponents of the Clinical 5\nGovernance and Quality Framework\nGovernance, leadership 6\nand culture\nSafety and quality 9\nimprovement systems\nService performance 11\nand effectiveness\nPartnering with 12\nconsumers\nSafe environment for 13\nthe delivery of care\nRelated documents 15\nHealthdirect Australia acknowledges the\nTraditional Owners of Country throughout\nAustralia and their continuing connection\nto land, sea and community.\n Source: `strategies/Clinical-Governance-and-Quality-Framework.pdf (https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf)`\n- This commitment permeates the organisation,\nThe second model is fully outsourced, with an exemplifying behaviours that foster a culture\nexternal service provider delivering all services. centred on safety and continual enhancement of\nIn this scenario, Healthdirect retains oversight quality within Healthdirect and in collaboration\nto ensure the provider meets all contractual with service providers.\n Source: `strategies/Clinical-Governance-and-Quality-Framework.pdf (https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf)`\n- [Page 12]\nPartnering with consumers\nWe focus on the consumer We employ participatory and human\ncentred methodologies to ensure that\nThis framework supports and recognises that our services meet consumer needs.\nactive consumer engagement and participation\nimproves both the quality and safety of health We undertake the following engagement:\nservices as well as individual and population health\noutcomes, while also making health services more • engagement with peak bodies to explore issues\nresponsive to the diverse needs of consumers. facing consumers and identify opportunities\nHuman rights • periodic and ongoing research conducted\nby Healthdirect, and in conjunction with\nHealthdirect services support the healthcare research partners to explore consumers\nrights of consumers set out in the needs, attitudes and behaviours\nAustralian Charter of Healthcare Rights.\n Source: `strategies/Clinical-Governance-and-Quality-Framework.pdf (https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf)`\n- It ensures that everyone at Healthdirect, • effective – appropriate and integrated care\nincluding service providers, vendors and is delivered in the right way at the right time,\ncontractors are accountable to consumers with the right outcomes, for each consumer\nand the community for assuring the delivery\nof health services that are safe, effective, • person-centred – delivering health services\nhigh quality and continuously improving. which are designed to reflect the preferences,\nneeds and values of service users.\n Source: `strategies/Clinical-Governance-and-Quality-Framework.pdf (https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf)`\n- The Executive\nis accountable for ensuring that personnel Each health or health related service, whether\nhave the required skills and resources to provided by Healthdirect or provided through\nimplement, review, evaluate and improve all an outsourced service provider for Healthdirect,\ncomponents of the Framework as required. is overseen by a Service Improvement and\nDevelopment Committee (or equivalent) and\nThe Clinical Governance Division, headed by informed by a service level quality framework.\nthe Chief Medical Officer, is responsible for\nmaintaining the Framework and associated The role of the Service Improvement and\nclinical governance policies and procedures, Development Committee is to provide a forum\nproviding clinical governance guidance and to monitor, review and discuss issues that\nensuring accountability across services. contribute to clinical safety and service quality\n Source: `strategies/Clinical-Governance-and-Quality-Framework.pdf (https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf)`\n- [pages 10,11,12]\no assure service quality and aid in the investigation\nand management of incident and complaints.\n Source: `strategies/Clinical-Governance-and-Quality-Framework.pdf (https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf)`\n- Consumer experience, service\noutcomes and effectiveness Training and development needs are\ndocumented and form the basis of\nHealthdirect services are regularly evaluated professional development programs.\nfor quality (including safety and effectiveness\nand consumer acceptability) using qualitative Roles that require the Australian\nand quantitative evaluative research methods, Health Practitioner Regulation Agency\ne.g. consumer surveys and clinical audits. (AHPRA) registration are regularly\nchecked for registration currency.\n Source: `strategies/Clinical-Governance-and-Quality-Framework.pdf (https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf)`\n- Version 10 December 2024\nLevel 4, 477 Pitt Street, Haymarket, NSW 2000\nP (02) 9263 9000 W about.healthdirect.gov.au\nABN 28 118 291 044\n Source: `strategies/Clinical-Governance-and-Quality-Framework.pdf (https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf)`\n\n## Global Ideas and Case Study Inputs\n\n_No global-intelligence source text found yet. Run `CLAUDE/global-ideas-scraper.py ` to populate case-study sources._\n\n## Source Artifacts Used\n\n- `strategies/Clinical-Governance-and-Quality-Framework.pdf` - strategies - https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf\n- `pages/announcements-index.html` - pages - http://www.healthdirect.gov.au/artificial-intelligence-transparency-statement\n- `pages/announcements-index__00.html` - pages - https://www.healthdirect.gov.au/artificial-intelligence-transparency-statement\n- `pages/announcements-index__01.html` - pages - http://www.healthdirect.gov.au/artificial-intelligence-transparency-statement\n- `pages/announcements-index__02.html` - pages - https://www.healthdirect.gov.au/quality-and-safety-of-healthdirects-triage-service-statement\n- `pages/annual-reports-index.html` - pages - https://about.healthdirect.gov.au/annual-reports\n- `pages/contact.html` - pages - http://www.healthdirect.gov.au/contact-us\n- `pages/homepage.html` - pages - http://www.healthdirect.gov.au\n- `other-pdfs/Healthdirect-Australia-Personal-Records-Access-or-Change-Request-Form.pdf` - other-pdfs - https://media.healthdirect.org.au/publications/Healthdirect-Australia-Personal-Records-Access-or-Change-Request-Form.pdf\n- `other-pdfs/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-He.pdf` - other-pdfs - https://media.Healthdirect.org.au/publications/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-Helpline_January-2024.pdf\n\n## Gaps To Fix\n\n- No corporate plan text source found.\n- No annual report text source found.\n- No global comparison/case-study sources found.", "legislation_md": "# Healthdirect Australia Board of Directors - Acts and Legislation Discovery\n\n**Generated at**: 2026-05-09T21:09:23.427528+00:00\n**Entity ID**: B-002572\n**Jurisdiction**: Commonwealth\n**Portfolio**: Health, Disability and Ageing\n\n> This is an evidence-based discovery list from scraped department material. A mention does not always mean the department administers the legislation; high-confidence and official register links should be reviewed.\n\n## Summary\n\n- Source files scanned: 10\n- Unique legislation references found: 1\n\n| Type | Count |\n|---|---:|\n| Act | 1 |\n\n## Legislation References\n\n### Under the Privacy Act 1988\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://www.legislation.gov.au/search?query=Under+the+Privacy+Act+1988\n\n**Sources**:\n- `other-pdfs/Healthdirect-Australia-Personal-Records-Access-or-Change-Request-Form.pages.jsonl`\n\n**Evidence contexts**:\n- [page 1]\nHealthdirect Australia - Personal Information Access or Change Request Form\nImportant Information regarding your application\nUnder the Privacy Act 1988 (Cth) you may request access to personal or health information that we hold about you and/or to request its\ncorrection.\n• A request for Access refers to requests made in relation to a copy of your personal and/or health information.\n• A request for Correction\n Source: `other-pdfs/Healthdirect-Australia-Personal-Records-Access-or-Change-Request-Form.pages.jsonl`\n\n## Files Scanned\n\n- `pages/announcements-index.html` (page)\n- `pages/announcements-index__00.html` (page)\n- `pages/announcements-index__01.html` (page)\n- `pages/announcements-index__02.html` (page)\n- `pages/annual-reports-index.html` (page)\n- `pages/contact.html` (page)\n- `pages/homepage.html` (page)\n- `other-pdfs/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-He.pages.jsonl` (pdf_pages)\n- `other-pdfs/Healthdirect-Australia-Personal-Records-Access-or-Change-Request-Form.pages.jsonl` (pdf_pages)\n- `strategies/Clinical-Governance-and-Quality-Framework.pages.jsonl` (pdf_pages)", "global_initiatives_md": null, "strategy": { "reporting_period": "2024-25", "corporate_plan_period": "2025-26", "vision": null, "vision_source_page": null, "purposes": "Healthdirect Australia (Healthdirect) is the national government-funded provider of virtual healthcare services available to consumers via telephone helplines, websites and an app. As a trusted partner, Healthdirect is at the forefront of delivering a diverse range of health and social services at state and national levels.", "purposes_source_page": 3, "how_we_deliver": "Healthdirect is committed to providing trustworthy, free advice and tools 24-hours a day so Australians can care for themselves and their families, find and connect with a service that meets their needs, and access virtual care when other options aren’t available.", "how_we_deliver_source_page": 3, "government_priorities": [ { "text": "Supporting jurisdictions in achieving their healthcare priorities, especially during public health emergencies", "source_page": 3 } ], "outcomes": [ { "name": "Outcome 1: Safe, effective, high-quality virtual care", "description": "Healthdirect’s commitment to quality and safety is paramount, with robust clinical governance practices that align to Australian standards and best practise guidelines and Healthdirect’s Clinical Governance and Quality Framework.", "key_activities": [ "Providing trustworthy, free advice and tools 24-hours a day", "Finding and connecting with a service that meets consumer needs", "Accessing virtual care when other options aren’t available" ], "source_page": 3 } ], "values": [ "Quality", "Safety" ], "values_framework_name": "Clinical Governance and Quality Framework", "kpi_targets_2025_26": [ { "code": "CCE01", "measure": "Compliance with Australian Health Contact Centre Standard", "target": "100%", "source_page": 10 }, { "code": "CCE02", "measure": "Incident and complaint resolution rate", "target": "95%", "source_page": 9 } ], "kpi_results_2024_25": [ { "code": "CCE01", "measure": "Compliance with Australian Health Contact Centre Standard", "result": "98%", "status": "Substantially achieved", "source_page": 10 }, { "code": "CCE02", "measure": "Incident and complaint resolution rate", "result": "94%", "status": "Mostly achieved", "source_page": 9 } ], "_source_urls": { "annual_report_url": "", "corporate_plan_url": "" } }, "ideas": [ { "entity_id": "B-002572", "entity_name": "Healthdirect Australia Board of Directors", "folder_name": "Healthdirect-Australia-Board-of-Directors", "category": "Regulation & Policy", "scale": "small", "title": "Regulatory burden scan for forms, guidance, and reporting", "idea": "Identify the top 10 highest-friction reporting obligations and simplify guidance, forms, or evidence requirements.", "quote": "Employee Conduct Policy\nEnterprise Risk Management Framework\nIncident, Complaint, Compliment and Feedback Management Policy and Procedures\nPolicy for Credentialing and Defining the Scope of Clinical Practice\nPrivacy or Data Incident Response Quick Reference Guide\nPrivacy Policy\nRisk Management Policy\nStatutory Compliance Register Procedure\nWork Health and Safety Manual\nClinical Governance and Quality Framework 15", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Regulated entities / policy teams", "source": "strategies/Clinical-Governance-and-Quality-Framework.pdf (https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Regulatory capture", "Over-automation of judgement" ] }, { "entity_id": "B-002572", "entity_name": "Healthdirect Australia Board of Directors", "folder_name": "Healthdirect-Australia-Board-of-Directors", "category": "Regulation & Policy", "scale": "large", "title": "Adaptive regulation program with live feedback loops", "idea": "Create an adaptive regulation model using sandboxes, industry data, risk scoring, and regular rule updates.", "quote": "Employee Conduct Policy\nEnterprise Risk Management Framework\nIncident, Complaint, Compliment and Feedback Management Policy and Procedures\nPolicy for Credentialing and Defining the Scope of Clinical Practice\nPrivacy or Data Incident Response Quick Reference Guide\nPrivacy Policy\nRisk Management Policy\nStatutory Compliance Register Procedure\nWork Health and Safety Manual\nClinical Governance and Quality Framework 15", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Regulated entities / policy teams", "source": "strategies/Clinical-Governance-and-Quality-Framework.pdf (https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf)", "implementation": [ "Create a senior responsible owner and cross-functional delivery team.", "Map legislation, data, privacy, procurement, cyber, and workforce constraints.", "Co-design with users and frontline staff before technology selection.", "Stage delivery through pilots, benefits tracking, and public reporting." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Regulatory capture", "Over-automation of judgement" ] }, { "entity_id": "B-002572", "entity_name": "Healthdirect Australia Board of Directors", "folder_name": "Healthdirect-Australia-Board-of-Directors", "category": "Citizen Services", "scale": "small", "title": "Plain-language service pages and proactive status updates", "idea": "Rewrite high-volume pages and letters into plain language, add status notifications, and measure contact reduction.", "quote": "Selection and use of emerging technology is\nPrivacy and data security underpinned by ethical principles\nHealthdirect’s privacy and cyber Healthdirect adopts an ethical approach to the\nsecurity capabilities ensure: application of emerging digital health technologies.\n• privacy and cyber security obligations are This includes consideration of privacy, risk\nunderstood across Healthdirect and clearly and benefit, equity, access and usability.\narticulated in policy and procedures\nHealthdirect convenes an ethics review committee\n• privacy impact assessments are (or seeks external ethical review) to consider\ncompleted for new services and proposals for research and development and\nsignificant changes to services new digital health technologies.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Citizens / service users", "source": "strategies/Clinical-Governance-and-Quality-Framework.pdf (https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Digital exclusion", "Low public trust if feedback is not acted on" ] }, { "entity_id": "B-002572", "entity_name": "Healthdirect Australia Board of Directors", "folder_name": "Healthdirect-Australia-Board-of-Directors", "category": "Citizen Services", "scale": "large", "title": "Single front door for life-event based services", "idea": "Bundle services around life events so citizens can complete related steps across agencies in one journey.", "quote": "Selection and use of emerging technology is\nPrivacy and data security underpinned by ethical principles\nHealthdirect’s privacy and cyber Healthdirect adopts an ethical approach to the\nsecurity capabilities ensure: application of emerging digital health technologies.\n• privacy and cyber security obligations are This includes consideration of privacy, risk\nunderstood across Healthdirect and clearly and benefit, equity, access and usability.\narticulated in policy and procedures\nHealthdirect convenes an ethics review committee\n• privacy impact assessments are (or seeks external ethical review) to consider\ncompleted for new services and proposals for research and development and\nsignificant changes to services new digital health technologies.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Citizens / service users", "source": "strategies/Clinical-Governance-and-Quality-Framework.pdf (https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf)", "implementation": [ "Create a senior responsible owner and cross-functional delivery team.", "Map legislation, data, privacy, procurement, cyber, and workforce constraints.", "Co-design with users and frontline staff before technology selection.", "Stage delivery through pilots, benefits tracking, and public reporting." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Digital exclusion", "Low public trust if feedback is not acted on" ] }, { "entity_id": "B-002572", "entity_name": "Healthdirect Australia Board of Directors", "folder_name": "Healthdirect-Australia-Board-of-Directors", "category": "Data & Performance", "scale": "small", "title": "KPI evidence register with named owners", "idea": "Create a simple register mapping each KPI to source data, owner, frequency, target, and last result.", "quote": "The Finance,\nQuality assessment occurs systematically with Risk Management and Audit Committee is\na focus on evaluating performance, identifying responsible for overseeing the establishment\nrisks and continuously improving services. and implementation of the risk management\ncapability to ensure it is both efficient\nPerformance measures are used to evaluate and effective.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Executives / Parliament / public", "source": "strategies/Clinical-Governance-and-Quality-Framework.pdf (https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability" ] }, { "entity_id": "B-002572", "entity_name": "Healthdirect Australia Board of Directors", "folder_name": "Healthdirect-Australia-Board-of-Directors", "category": "Data & Performance", "scale": "large", "title": "Outcome dashboard linking budget, delivery, and public impact", "idea": "Build a public-facing outcome dashboard showing spend, outputs, outcomes, and delivery confidence.", "quote": "The Finance,\nQuality assessment occurs systematically with Risk Management and Audit Committee is\na focus on evaluating performance, identifying responsible for overseeing the establishment\nrisks and continuously improving services. and implementation of the risk management\ncapability to ensure it is both efficient\nPerformance measures are used to evaluate and effective.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Executives / Parliament / public", "source": "strategies/Clinical-Governance-and-Quality-Framework.pdf (https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf)", "implementation": [ "Create a senior responsible owner and cross-functional delivery team.", "Map legislation, data, privacy, procurement, cyber, and workforce constraints.", "Co-design with users and frontline staff before technology selection.", "Stage delivery through pilots, benefits tracking, and public reporting." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability" ] }, { "entity_id": "B-002572", "entity_name": "Healthdirect Australia Board of Directors", "folder_name": "Healthdirect-Australia-Board-of-Directors", "category": "Risk & Assurance", "scale": "small", "title": "Recommendation tracker for audits, reviews, and inquiries", "idea": "Publish a single internal tracker for audit/review recommendations, owners, due dates, and implementation evidence.", "quote": "Sets the strategic direction of\nHealthdirect Australia and oversees risk, compliance\nClinical Advisory Finance, Risk and finance functions of Healthdirect Australia\nManagement and\nCommittee\nAudit Committee\nCEO and Executive Team Manages operations of the Company\nThe Clinical Advisory Committee The Clinical Advisory Committee also advises\nUnder its charter, the Clinical Advisory Committee the Board on the provision of nationally\nprovides advice and assurance to the Board consistent, high-quality telehealth and digital\nregarding the integrity and robustness of the health services for the Australian population.\nclinical governance of the Company and its services.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Executives / assurance teams", "source": "strategies/Clinical-Governance-and-Quality-Framework.pdf (https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Regulatory capture", "Over-automation of judgement" ] }, { "entity_id": "B-002572", "entity_name": "Healthdirect Australia Board of Directors", "folder_name": "Healthdirect-Australia-Board-of-Directors", "category": "Risk & Assurance", "scale": "large", "title": "Integrated assurance and lessons-learned system", "idea": "Create an assurance system that connects audit findings, risk registers, delivery reviews, and investment decisions.", "quote": "Sets the strategic direction of\nHealthdirect Australia and oversees risk, compliance\nClinical Advisory Finance, Risk and finance functions of Healthdirect Australia\nManagement and\nCommittee\nAudit Committee\nCEO and Executive Team Manages operations of the Company\nThe Clinical Advisory Committee The Clinical Advisory Committee also advises\nUnder its charter, the Clinical Advisory Committee the Board on the provision of nationally\nprovides advice and assurance to the Board consistent, high-quality telehealth and digital\nregarding the integrity and robustness of the health services for the Australian population.\nclinical governance of the Company and its services.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Executives / assurance teams", "source": "strategies/Clinical-Governance-and-Quality-Framework.pdf (https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf)", "implementation": [ "Create a senior responsible owner and cross-functional delivery team.", "Map legislation, data, privacy, procurement, cyber, and workforce constraints.", "Co-design with users and frontline staff before technology selection.", "Stage delivery through pilots, benefits tracking, and public reporting." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Regulatory capture", "Over-automation of judgement" ] }, { "entity_id": "B-002572", "entity_name": "Healthdirect Australia Board of Directors", "folder_name": "Healthdirect-Australia-Board-of-Directors", "category": "Citizen Participation", "scale": "small", "title": "Consultation feedback summaries with response tracking", "idea": "Summarise consultation submissions by theme and publish what changed in response.", "quote": "[pages 12,13,14,15,16]\ncontributing recommendations\nWe also measure and ensure the effectiveness\nof our practises through regular feedback • consumer feedback submitted\nmechanisms, consumer surveys, and clinical directly by consumers is evaluated\naudits.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Citizens / stakeholders / policy teams", "source": "strategies/Clinical-Governance-and-Quality-Framework.pdf (https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Digital exclusion", "Low public trust if feedback is not acted on" ] }, { "entity_id": "B-002572", "entity_name": "Healthdirect Australia Board of Directors", "folder_name": "Healthdirect-Australia-Board-of-Directors", "category": "Citizen Participation", "scale": "large", "title": "Always-on policy participation platform", "idea": "Create a standing participation platform where citizens and stakeholders can propose, vote, and track ideas.", "quote": "[pages 12,13,14,15,16]\ncontributing recommendations\nWe also measure and ensure the effectiveness\nof our practises through regular feedback • consumer feedback submitted\nmechanisms, consumer surveys, and clinical directly by consumers is evaluated\naudits.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Citizens / stakeholders / policy teams", "source": "strategies/Clinical-Governance-and-Quality-Framework.pdf (https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf)", "implementation": [ "Create a senior responsible owner and cross-functional delivery team.", "Map legislation, data, privacy, procurement, cyber, and workforce constraints.", "Co-design with users and frontline staff before technology selection.", "Stage delivery through pilots, benefits tracking, and public reporting." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Digital exclusion", "Low public trust if feedback is not acted on" ] }, { "entity_id": "B-002572", "entity_name": "Healthdirect Australia Board of Directors", "folder_name": "Healthdirect-Australia-Board-of-Directors", "category": "Procurement & Delivery", "scale": "small", "title": "Procurement lessons library for repeat purchases", "idea": "Capture reusable procurement clauses, market lessons, supplier performance notes, and common evaluation criteria.", "quote": "All\nundertriaged and overtriaged flows were again referred to the vendor for further\ninvestigation.\negairt\ndetcepxE\nActual Triage\nSelfcare Non-urgent Urgent Emergency Total\nSelfcare 4 4 0 19\nNon-urgent 1 1 3 0 5\nUrgent 5 8 1 14\nEmergency 1 12 13\nTotal 5 10 12 14 41\negairt\ndetcepxE\nN.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Delivery teams / suppliers", "source": "other-pdfs/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-He.pdf (https://media.Healthdirect.org.au/publications/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-Helpline_January-2024.pdf)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability" ] }, { "entity_id": "B-002572", "entity_name": "Healthdirect Australia Board of Directors", "folder_name": "Healthdirect-Australia-Board-of-Directors", "category": "Procurement & Delivery", "scale": "large", "title": "Portfolio delivery office for major investments", "idea": "Stand up a portfolio delivery office that tracks benefits, risks, dependencies, procurement, and delivery confidence.", "quote": "All\nundertriaged and overtriaged flows were again referred to the vendor for further\ninvestigation.\negairt\ndetcepxE\nActual Triage\nSelfcare Non-urgent Urgent Emergency Total\nSelfcare 4 4 0 19\nNon-urgent 1 1 3 0 5\nUrgent 5 8 1 14\nEmergency 1 12 13\nTotal 5 10 12 14 41\negairt\ndetcepxE\nN.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Delivery teams / suppliers", "source": "other-pdfs/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-He.pdf (https://media.Healthdirect.org.au/publications/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-Helpline_January-2024.pdf)", "implementation": [ "Create a senior responsible owner and cross-functional delivery team.", "Map legislation, data, privacy, procurement, cyber, and workforce constraints.", "Co-design with users and frontline staff before technology selection.", "Stage delivery through pilots, benefits tracking, and public reporting." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability" ] } ], "legislation_administered": [], "artifacts": [ { "category": "strategies", "year": null, "url": "https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf", "file": "strategies/Clinical-Governance-and-Quality-Framework.pdf", "bytes": 6389880, "link_text": "Clinical Governance and Quality Framework" }, { "category": "other-pdfs", "year": null, "url": "https://media.healthdirect.org.au/publications/Healthdirect-Australia-Personal-Records-Access-or-Change-Request-Form.pdf", "file": "other-pdfs/Healthdirect-Australia-Personal-Records-Access-or-Change-Request-Form.pdf", "bytes": 487615, "link_text": "Request access to information" }, { "category": "other-pdfs", "year": "2024", "url": "https://media.Healthdirect.org.au/publications/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-Helpline_January-2024.pdf", "file": "other-pdfs/Assessing-the-Safety-of-a-New-Clinical-Decision-Support-System-for-a-National-He.pdf", "bytes": 217275, "link_text": "Assessing the Safety of a New Clinical Decision Support System for a National Helpline" } ], "_meta": { "snapshot_built_at": "2026-05-13T11:02:51+00:00", "strategy_brief_meta": { "model": "nova-micro", "folder": "Healthdirect-Australia-Board-of-Directors", "annual_report": { "file": null, "url": "", "year": null }, "corporate_plan": { "file": "strategies\\Clinical-Governance-and-Quality-Framework.txt", "url": "https://media.healthdirect.org.au/publications/Clinical-Governance-and-Quality-Framework.pdf", "year": null }, "usage": { "input_tokens": 6332, "output_tokens": 645, "total_tokens": 6977, "model": "nova-micro" }, "cost_usd": 0.00031192000000000004, "elapsed_seconds": 9.41, "generated_at": 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