Healthline

Friday19 may 2023 at 6.10pm nurse Sam was very rude and cold, she did not bothered about my needs, please put genuine and caring people on this service, when you need help and advise in desperate time like this you need comforting and caring, please the service is good but people that are working and handling it needs more training especially hospitality. Thank you

Excellent help and advice at 2-3 am with my grandson suffering from croup. After comprehensive information was sought we were advised to go to hospital which we did . The Doctor said we had been given the correct advice

Was ridiculous! Was on hold for ages and eventually just gave up. Was n.o. 2 in the queue when I first called with a 10min wait time, then it kept jumping me back in the queue up to n.o. 6 and extending the wait time. Wanted advice as we were let down at our hospital this morning. Very disappointed in our health care system.

Never had to wait more than 5 minutes everytime I've called. Extremely helpful and nice to speak to when unsure what to do considering my health or others

We are massively impressed with your fantastic service!We are an elderly couple married for 63 years and in our 80s. We live at RYMANS MIRIAM CORBAN VILLAGE in west Auckland and needed advice for Mrs. Charlton’s breathing and chest pain symptoms. Did not want to bother the ambulance and hospital service as they are super busy.We got your triage nurse who listened to all the symptoms, said I will get an ambulance and take you along to Waitakere hospital and after diagnosis of blood clot on lungs and bloodwork showed impending heart attack she was admitted.SO THANK YOU SO VERY MUCH, YOUR SERVICE MAY HAVE BEEN LIFESAVING,Mr Arthur and Jean Charlton

I phoned Healthline as Easter weekend as drs closed and wanted to know if I should go to hospital or 24 hr surgery. My call got answered by a call centre who have no medical background and said a nurse will call me back. One entire day later and have never had a call back. This phone line should not be operating as it is not is providing any assistance at all and consider it's putting people lives at risk.

I’m totally blown away by this service! The nurse triaged so quickly - thorough but with no mucking around. She popped me on hold to chat to a doctor, got me to send a photo and had a doctor call me back within 30 minutes. I was prescribed antibiotics which were with the pharmacy straight away. Feeling so well cared for by our health system right now! Very grateful!

Frustrating service. After numerous recorded messages about feedback surveys, COVID and dialing 111 in an emergency I gave up and rang plunketline who weren't any help either. Both services ask so many questions and are more concerned with recording your contact details and name than actually answering your questions. In the past it's been the same, healthline ask a whole lot of questions just to tell you to go to after hours.

It's like the gravity of the situation escapes them totally. While not everything is an emergency (hence why we call HL instead of 111), it's still typically urgent or time-sensitive. The last thing people want to do is listen to a long automated speech that remains in place from when Covid was most callers primary concern.The spiel can't be skipped (pressing number 2 helps you speak to someone about non-covid issues), and it just seems to be a whole delay getting any human on the phone.Sometimes the people who answer can't understand English properly which makes things even more frustrating, especially when trying to relay numbers and dates. Worse for addresses or suburbs with Māori names.By the time you actually get the opportunity to start explaining the situation, a great deal of time has passed, and that's when the phone is picked up by a nurse, let alone when they're all busy and one of the support staff answer, get a nurse to call you back, and then you have to explain everything twice.The advice seems generic and no different to what you can find on Google. I'd just go straight to GP or urgent docs knowing what I know now after a few different dealing with HL for myself and a family member over the years.

Honestly, these guys are the best, we don’t know how lucky we are to have them and their service. Today’s drama (with toddler) was managed so beautifully and with such care, helping to calm me down and I’m so thankful. Cheers