PlunketLine launched anew and running in-house

29 March 2007

PlunketLine launched anew and running in-house

Plunket today launched the new PlunketLine telephone service that will be run in-house to ensure families continue to have access to expert help on child health and development.

The service previously made use of external technology providers but is now based in Plunket offices and uses modern integrated contact centre technology.

Plunket New Zealand President Kaye Crowther said Plunket has responded to clear public demand to ensure the service continues. PlunketLine is now funded by Plunket through a combination of community, corporate and other donors.

"Last year 53,129 New Zealanders signed a petition expressing their support for a Well Child help line that is run by Plunket and staffed with Plunket Nurses. We are understandably disappointed and concerned that the Government has chosen to ignore both the Select Committee recommendations and the voice of 53,000 New Zealanders who were very clear that they wanted PlunketLine – not just any telephone service.

"Plunket is committed to providing accessible services so families can get help when they need it. PlunketLine is an essential part of how we connect with New Zealand families.

"The public can rest assured that a Plunket Nurse remains just a phone call away."

Since operations commenced in late February, the revamped PlunketLine service now operates call centres at four sites – one in Wellington and three in Auckland.

All four are linked by a network system where the telephony and database are synchronised, this provides fail-safe security and allows access to client records at the touch of a button.

The new system also allows Plunket nurses to easily transfer clients to other health or emergency services when appropriate.

Plunket Nurses were consulted extensively during the conception and design process and the resulting system reflects their expertise and experience.

Plunket chief executive Paul Baigent said ensuring all families have access to the services they need is a key part of Plunket's strategic focus.

"Appropriate technology is a cornerstone to that and we have developed the systems that ensure PlunketLine continues as an integral part of how staff provide information and support to parents.

"PlunketLine is also future-proofed and can be enhanced to handle requests via text messages and email in time."

Mr Baigent said that if recent call rates continue PlunketLine expects to answer 60,000 calls a year.

The service first began in 1994 in response to community demand and pioneered telenursing in New Zealand.

Parents seeking advice on any aspect of the health and development of their child aged under five can phone PlunketLine to speak to a Plunket Nurse. Call free on 0800 933 922 from 7am to midnight seven days a week.

ENDS

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