Referral Service

The Call Referral Service is a co-ordination point for ambulance 000 callers who do not require emergency intervention and can be better managed through an alternate service provider.

Experienced paramedics and registered nurses conduct telephone triage to provide a coordinated health response for low acuity cases not requiring emergency transport to hospital.

Despite the assistance provided by the call referral service, you should only ring 000 in times of medical emergency as the call referral service is not a dedicated helpline. For non-urgent medical queries within Victoria please call Nurse On Call on 1300 60 60 24.

The Call Referral Service ensures 000 callers get the most appropriate response to their health needs while alleviating pressure on emergency services and minimising avoidable presentations at hospital emergency departments.

The Call Referral Service is not a help line nor first aid advice line. It takes suitable calls only after they have gone through the primary triage of 000 (see how it works).

About 5 per cent of all 000 calls for an ambulance are now redirected to the Call Referral Service, contributing to more emergency ambulances being available when and where they are needed.

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