Effective Phone scripting for Call Handlers
Effective scripting for opening questions on the phone can help establish a positive interaction and gather essential information quickly. Here are some examples.
Enhanced Model of Care Booklet
The Enhanced Model of Care encompasses 38 characteristics, establishes a whānau-centric approach which enables primary care to deliver a better patient and staff experience, an improved quality of care and provide greater sustainability
Work to develop this version of the MoC requirements takes place as primary care embarks on a ‘new normal’ taking on board the learning from our experiences of the COVID-19 pandemic.
Example of Standardisation – Consult Drawers
Example of Consult Drawers in a general practice setting
Manage My Health Guide for Health Providers
This how to guidance document ford was developed between 2020 and 2022 by Collaborative Aotearoa and their PHO network in collaboration with MedTech. For the most up-to-date guidance documents, please refer to Manage My Health - Health Portal that connects Patients & GPs.
Modernising HCH MoC – Case Study – Feilding Health Care
Feilding Health Care is in the largest town in the Manawatū district, situated 20km from Palmerston North. The practice provides services to the wider Manawatū area, with an enrolled population of 21,000 people.
Feilding Health Care (FHC) has embraced the Health Care Home (HCH) model of care as an early adopter, providing integrated primary health care services to their community.
Their approach includes extended care teams; continuous improvement methodology and culture; and tackling triage approaches to improve both patient/whānau and workforce experiences.
Modernising the HCH Model of Care – Case Study at Feilding Health Care
Feilding Health Care (FHC) has embraced the Health Care Home (HCH) model, providing integrated primary health care services to their community. Their journey includes various arms of continuous improvement, including managing demand through triage and use of the extended care team.
Their HCH model has been instrumental in training, retaining, and supporting medical staff, offering them flexibility and variety in their careers, which has proven attractive to both new and seasoned healthcare professionals.
Paramedics in Primary Care Toolkit
The resource has been created to support General Practices when employing a paramedic of Extended Care Paramedic (ECP) into their practice. It has been developed by Collaborative Aotearoa through collaboration with various partners across the health sector, as outline in Acknowledgements section. The updated version includes new case studies and reference to the updated ACC Regulations.
Last updated: February 2025
Recommended Telehealth Codes – Draft V2
*Draft out for consultation*
The recommended codes outlined in this document are provisional and will be continuously reviewed in collaboration with key stakeholders, including Collaborative Aotearoa member PHOs, the New Zealand Telehealth Forum, the Research, Audit and Evaluation (RAE) group, and Data Standards (DS).
Last update: 04 March 2025
Research: Clinical effectiveness and cost-effectiveness of telephone triage in general practice
In the UK, many practices and staff have explored alternative ways of managing patients to address the increasing workload while meeting government and societal expectations and maintaining safe, high-quality care. Consider this 2015 research on the clinical and cost-effectiveness of telephone triage for managing same-day consultation requests in general practice: a cluster randomised controlled trial comparing general practitioner-led and nurse-led management systems with usual care (the ESTEEM trial).