HIQA launches public consultation on a health technology assessment of providing a telephone line for acute, non-urgent medical care needs
Today, the Health Information and Quality Authority (HIQA) has launched a public consultation on its draft health technology assessment (HTA) of providing an alternative national phone line specifically for people with acute but non-urgent medical care needs. This would complement the 112/999 phone line which is intended for use by people with acute urgent medical care needs.
HIQA undertook this assessment at the request of the Health Service Executive (HSE). The final assessment will provide advice to the Minister for Health and the HSE to inform a decision on whether to introduce a new telephone pathway in Ireland.
Currently in Ireland, a range of options exist for individuals to access publicly-funded healthcare, including attending a general practitioner (GP) during office hours, calling GP out-of-hours services, calling 112/999 emergency ambulance services, and self-presenting at an Emergency Department or Injury Unit. Members of the public may also visit a community pharmacy where they can obtain advice or, if necessary, be redirected to other healthcare providers.
A variety of similar telephone services which offer advice or triage, targeted for use by people with acute, but non-urgent medical care needs have been implemented in other countries including the UK, Denmark, Sweden, Australia, and Canada.
Dr Conor Teljeur, HIQA’s Chief Scientist, said: “Our scoping review of international practice showed that non-urgent telephone pathway services can, and do, positively assist callers to access timely assistance and appropriate care.”
Dr Teljeur continued: “There are numerous ways to access non-urgent care, and it can be challenging for members of the public to know which is the best option in their situation. With a new telephone pathway for non-urgent care, call handlers can support individuals with acute but non-urgent issues to access the right care at the right time, in the most appropriate setting.”
Implementing an alternative telephone pathway in Ireland would require a substantial investment. Depending on demand for the service, the estimated five-year costs range from €80 million with low demand to €250 million with high demand.
HIQA has published its draft findings to give members of the public an opportunity to provide feedback on the content. An online survey and details of how to take part in the consultation are available on HIQA’s website. The consultation will remain open until 5pm on Wednesday, 18 June 2025.
Following the public consultation, the report will be updated as necessary and a finalised report will be submitted as advice to the Minister for Health and the HSE, and published on the HIQA website.
Read the draft report and take part in the consultation.
ENDS
Further information:
Marty Whelan
Head of Communications and Stakeholder Engagement
085 805 5202
mwhelan@hiqa.ie
Notes to the Editor:
- HIQA has previously published the following document:
- HIQA has today published the following document for public consultation:
- An acute, non-urgent medical care need is where the investigation or intervention for an injury or illness could be safely deferred or managed in various healthcare settings such as a GP practice, a pharmacy or another community-based service.
- Implementation of a new telephone pathway would require strategic decisions regarding staffing levels and operating hours as these have significant implications for costs. Choosing between a 24/7 service or limited operational hours (for example, only on evenings and weekends) would also have significant implications for accessibility.