This Standard specifies requirements for the governance, management and performance of “health contact centres” that provide health and health-related services through the use of any communications medium.
This Standard is applicable to contact centres delivering health services that include, but are not limited to the following:
(a) Assessment and registration for health services.
(b) Care co-ordination.
(c) Case management.
(d) Counselling.
(e) Diagnostic services.
(f) Health coaching.
(g) Health system navigation.
(h) Management of health records.
(i) Mental health triage, support and treatment.
(j) Prioritization and classification (assessment).
(k) Provision of advice, treatment or other health service information.
(l) Support services, e.g. smoking cessation.
(m) Symptom triage.
This Standard defines the requirements for —
(i) governance;
(ii) management of the contact;
(iii) workforce;
(iv) information management; and
(v) technology.
This Standard does not apply to face-to-face (physically present) interactions for health care. It also excludes static, non-interactive information provided in publications and on websites.
This Standard does not apply to emergency contact centre services (e.g. ambulance) nor does it apply to telephonic conversations and consultations between allied health professionals, general practitioners and/or medical specialists, whether such conversations involve a patient or not.
This Standard does not apply to conversations other than those conducted when the clinician is acting as a staff member of a health contact centre or in a role for which they have been credentialed by a health contact centre.
This Standard does not address information and communications technology hardware and software technical requirements.