More than 9,100 patients in NSW who called Triple Zero in the first six months of 2026 avoided a trip to an emergency department by ambulance thanks to NSW Ambulance's Virtual Clinical Care Centre (VCCC).
Through secondary triage, virtual assessment and clinical advice, the VCCC enables patients to be safely referred to alternative care options when an ambulance or hospital visit is not required. This ensures patients receive adequate and appropriate treatment while ensuring ambulance resources remain available for serious and life-threatening emergencies.
It plays a key role in supporting paramedics, volunteers, aged care providers and families by providing expert clinical assessment, advice and decision making through phone and secure video consultations.
After 14,800 patients were safely and appropriately diverted from hospitals by the VCCC in 2024, the latest 2025 data shows a full picture of the program's success.
In 2025, more than 17,000 patients received care through the VCCC.
In 2025, the VCCC:
- Undertook almost 60,000 secondary triages of Triple Zero (000) calls.
- Of those calls, over 17,000 patients were safely diverted away from hospital and to alternative care options, a 15 per cent increase on 2024.
- Reviewed more than 30,400 interhospital transfers.
- Supported NSW Ambulance clinicians by answering close to 5,900 clinical advice line calls.
- Conducted 47,800 proactive follow-up calls to Triple Zero (000) callers with less serious conditions to provide reassurance and monitor patient safety.
- 96 per cent of patients who were referred to the VCCC reported a good or very good clinical outcome after being referred to more appropriate care.
- 96 per cent of patients also reported a good or very good experience.
The VCCC was established as part of the $1.76 billion Strategic Workforce Infrastructure Team (SWIFT) program, which is delivering more than 2,500 new staff over the coming years, with $135 million allocated to the VCCC.
While the VCCC may assist some patients who have called Triple Zero (000), the community are encouraged to access free health advice and be connected to care virtually or close to home by calling Healthdirect on 1800 022 222. A registered nurse will assess their condition and refer them to the most appropriate service depending on their clinical need. If your situation or condition is life-threatening, always call Triple Zero (000) and NSW Ambulance will respond.
The Minns Labor Government is committed to easing pressure on hospitals by increasing access to care through alternate pathways and avoiding unnecessary ED visits. This includes:
- Investing in virtual and urgent care services
- Supporting geriatric outreach and Hospital in the Home.
- Expanding scope of practice for pharmacists to treat uncomplicated skin conditions and UTIs, and resupply the contraceptive pill
- Expanding scope of practice for GPs to diagnose and treat ADHD
Quotes attributable to Minister for Health Ryan Park
"The Virtual Clinical Care Centre is an incredible investment in how we deliver healthcare across NSW.
"It ensures people are connected to the world-class care while keeping ambulances available for time-critical emergencies and, importantly, helping to relieve pressure from hospitals.
"By supporting people to access the most appropriate care for their situation, the Virtual Clinical Care Centre helps avoid unnecessary trips to the ED, relieving pressure from busy hospitals and saving patients from long wait times."
Quotes attributable to NSW Ambulance Interim Chief Executive Clare Beech
"Our VCCC teams are experts at working with patients to navigate them to the most appropriate care. Whether that is services such as virtual hospitals, urgent care clinics or simply advice to help manage their condition at home.
"In one case we heard from a mother who called Triple Zero (000) late at night worried about her unwell toddler. She received support through a phone and video assessment and after a thorough clinical review and clear advice, she felt confident managing her child's symptoms at home.
"She described the experience as extremely reassuring and said it was a relief to speak to a clinician in real time, which is a sentiment that has been shared with us time and time again."
