Source: Whakarongorau Aotearoa
An estimated 3.45 million people have contacted Healthline since it launched 25 years ago
Whether it is for a 2am check on their baby’s continuous crying, a rash on an arm, or information about where to get more help, the people of Aotearoa know they can rely on the free, 24/7, trusted support from Healthline clinicians. They have relied on that for 25 years – a milestone that is being acknowledged this month.
There are thousands of people across Aotearoa who have a Healthline magnet on their fridge, who have the 0800 611 116 number in their phone, and who rely on unseen Healthline nurses and paramedics. Healthline plays a critical role in improving access to care.
Hannah Sleeman, lives in a remote area of the Waikato and has used Healthline several times including when her sore ear symptom was quickly identified by a Healthcare clinician as shingles, and she was advised to see a doctor. She was given the costs and locations of local clinics and was able to get the care she needed quickly.
The Healthline service has grown from an initial 16 nurses managing 20,000 calls in its first year, to over 150 nurses and paramedics managing 400,000 contacts annually – that’s 1,000 every day.
What started as a phone service in May 2000 has expanded to include online services, with callers able to share videos and photos to help Healthline clinicians provide the most accurate advice. In addition to calling the trusted 0800 611116 number, people now access Healthline’s healthy.org.nz website for reliable health information, and can request a call back from a clinician, if their query isn’t urgent. The service also now includes the option for people to speak with a Māori clinician.
Healthline is funded by Health New Zealand and since 2015 has been run by Whakarongorau Aotearoa / New Zealand Telehealth Services.
Whakarongorau CEO Glynis Sandland said “Healthline is a virtual first responder for health queries, across multiple digital channels. It also plays a critical role in health sector – with 84% of Healthline callers managed through self-care at home or directed to community care, significantly reducing strain on our hospital emergency departments. We know that Healthline is considered by many as a taonga / treasure for the people of New Zealand.”
Elle Edwards is a mother who was unsure what to do when she accidentally took a double dose of medication late in the night. She called Healthline to ask if she could breastfeed her baby. “They were so helpful and patient and reassuring,” said Elle.
“Our clinicians are all experienced and specifically tele-triage trained experts and are seriously good at what they do. That’s why 98% of people who contact Healthline follow the advice they are given,” said Sandland.
“Over the last 25 years Healthline clinicians have seen it all and they have supported people through major events including the Canterbury earthquakes, measles outbreaks, and the COVID pandemic.
“Healthline has a proud and impactful past, and a very important future. That is definitely something to celebrate.”
Helen Parry was one of the first nurses on the Healthline team in 2000 and her family were surprised when she said she was going to be providing health triage over the phone. “I was really pleased to be part of such an innovative new way to care and a wonderful service,” said Parry.
The Healthline 25th anniversary was celebrated at an event at parliament 4 June 2025 hosted by Associate Minister of Health Matt Doocey. At the event Whakarongorau – who run Healthline – announced a new booking initiative
From next month, when a Healthline nurse or paramedic recomm
