❓ Hon Helen Morton questions the Minister for Health regarding the SouthWest24 call centre contract with McKesson Asia-Pacific, including costs, contract end date, and complaint numbers. The Minister provides a factual response.
AnsweredQoN 369Legislative Council
QuestionView source ↗
SOUTHWEST24 CALL CENTRE
(1) Will the minister please outline the contractual arrangements between the government and McKesson Asia-Pacific regarding SouthWest24? (2) How much does the government pay McKesson Asia-Pacific annually? (3) When will the contract with McKesson Asia-Pacific cease? (4) How many complaints have been received by SouthWest24 for each year the service has been in operation? Hon SUE ELLERY
(1) Will the minister please outline the contractual arrangements between the government and McKesson Asia-Pacific regarding SouthWest24? (2) How much does the government pay McKesson Asia-Pacific annually? (3) When will the contract with McKesson Asia-Pacific cease? (4) How many complaints have been received by SouthWest24 for each year the service has been in operation? Hon SUE ELLERY
AnswerView source ↗
I thank the honourable member for some notice of the question. (1) The Department of Health has a contract with McKesson Asia-Pacific to operate and provide health call centre services, including SouthWest24. (2) The cost of SouthWest24 is approximately $930 000 per annum. (3) The contract with McKesson Asia-Pacific will cease on 28 October 2008. (4) The number of complaints received by McKesson Asia-Pacific for SouthWest24 are: 2003, 13 complaints from 10 225 calls; 2004, 33 complaints from 21 406 calls; 2005, 17 complaints from 22 952 calls; and 2006 - to 30 April - 5 complaints from 6 059 calls. In the time available, it has not been possible to analyse each complaint. However, the advice available to the Minister for Health is that the complaints generally relate to having to answer multiple questions when the caller considers it an emergency; having to listen to the privacy statement; and callers having to be triaged again when seeking to contact their case manager.
(2) How much does the government pay McKesson Asia-Pacific annually? (3) When will the contract with McKesson Asia-Pacific cease? (4) How many complaints have been received by SouthWest24 for each year the service has been in operation? Hon SUE ELLERY replied: I thank the honourable member for some notice of the question. (1) The Department of Health has a contract with McKesson Asia-Pacific to operate and provide health call centre services, including SouthWest24. (2) The cost of SouthWest24 is approximately $930 000 per annum. (3) The contract with McKesson Asia-Pacific will cease on 28 October 2008. (4) The number of complaints received by McKesson Asia-Pacific for SouthWest24 are: 2003, 13 complaints from 10 225 calls; 2004, 33 complaints from 21 406 calls; 2005, 17 complaints from 22 952 calls; and 2006 - to 30 April - 5 complaints from 6 059 calls. In the time available, it has not been possible to analyse each complaint. However, the advice available to the Minister for Health is that the complaints generally relate to having to answer multiple questions when the caller considers it an emergency; having to listen to the privacy statement; and callers having to be triaged again when seeking to contact their case manager.
(3) When will the contract with McKesson Asia-Pacific cease? (4) How many complaints have been received by SouthWest24 for each year the service has been in operation? Hon SUE ELLERY replied: I thank the honourable member for some notice of the question. (1) The Department of Health has a contract with McKesson Asia-Pacific to operate and provide health call centre services, including SouthWest24. (2) The cost of SouthWest24 is approximately $930 000 per annum. (3) The contract with McKesson Asia-Pacific will cease on 28 October 2008. (4) The number of complaints received by McKesson Asia-Pacific for SouthWest24 are: 2003, 13 complaints from 10 225 calls; 2004, 33 complaints from 21 406 calls; 2005, 17 complaints from 22 952 calls; and 2006 - to 30 April - 5 complaints from 6 059 calls. In the time available, it has not been possible to analyse each complaint. However, the advice available to the Minister for Health is that the complaints generally relate to having to answer multiple questions when the caller considers it an emergency; having to listen to the privacy statement; and callers having to be triaged again when seeking to contact their case manager.
(4) How many complaints have been received by SouthWest24 for each year the service has been in operation? Hon SUE ELLERY replied: I thank the honourable member for some notice of the question. (1) The Department of Health has a contract with McKesson Asia-Pacific to operate and provide health call centre services, including SouthWest24. (2) The cost of SouthWest24 is approximately $930 000 per annum. (3) The contract with McKesson Asia-Pacific will cease on 28 October 2008. (4) The number of complaints received by McKesson Asia-Pacific for SouthWest24 are: 2003, 13 complaints from 10 225 calls; 2004, 33 complaints from 21 406 calls; 2005, 17 complaints from 22 952 calls; and 2006 - to 30 April - 5 complaints from 6 059 calls. In the time available, it has not been possible to analyse each complaint. However, the advice available to the Minister for Health is that the complaints generally relate to having to answer multiple questions when the caller considers it an emergency; having to listen to the privacy statement; and callers having to be triaged again when seeking to contact their case manager.
Hon SUE ELLERY replied: I thank the honourable member for some notice of the question. (1) The Department of Health has a contract with McKesson Asia-Pacific to operate and provide health call centre services, including SouthWest24. (2) The cost of SouthWest24 is approximately $930 000 per annum. (3) The contract with McKesson Asia-Pacific will cease on 28 October 2008. (4) The number of complaints received by McKesson Asia-Pacific for SouthWest24 are: 2003, 13 complaints from 10 225 calls; 2004, 33 complaints from 21 406 calls; 2005, 17 complaints from 22 952 calls; and 2006 - to 30 April - 5 complaints from 6 059 calls. In the time available, it has not been possible to analyse each complaint. However, the advice available to the Minister for Health is that the complaints generally relate to having to answer multiple questions when the caller considers it an emergency; having to listen to the privacy statement; and callers having to be triaged again when seeking to contact their case manager.
I thank the honourable member for some notice of the question. (1) The Department of Health has a contract with McKesson Asia-Pacific to operate and provide health call centre services, including SouthWest24. (2) The cost of SouthWest24 is approximately $930 000 per annum. (3) The contract with McKesson Asia-Pacific will cease on 28 October 2008. (4) The number of complaints received by McKesson Asia-Pacific for SouthWest24 are: 2003, 13 complaints from 10 225 calls; 2004, 33 complaints from 21 406 calls; 2005, 17 complaints from 22 952 calls; and 2006 - to 30 April - 5 complaints from 6 059 calls. In the time available, it has not been possible to analyse each complaint. However, the advice available to the Minister for Health is that the complaints generally relate to having to answer multiple questions when the caller considers it an emergency; having to listen to the privacy statement; and callers having to be triaged again when seeking to contact their case manager.
(1) The Department of Health has a contract with McKesson Asia-Pacific to operate and provide health call centre services, including SouthWest24. (2) The cost of SouthWest24 is approximately $930 000 per annum. (3) The contract with McKesson Asia-Pacific will cease on 28 October 2008. (4) The number of complaints received by McKesson Asia-Pacific for SouthWest24 are: 2003, 13 complaints from 10 225 calls; 2004, 33 complaints from 21 406 calls; 2005, 17 complaints from 22 952 calls; and 2006 - to 30 April - 5 complaints from 6 059 calls. In the time available, it has not been possible to analyse each complaint. However, the advice available to the Minister for Health is that the complaints generally relate to having to answer multiple questions when the caller considers it an emergency; having to listen to the privacy statement; and callers having to be triaged again when seeking to contact their case manager.
(2) The cost of SouthWest24 is approximately $930 000 per annum. (3) The contract with McKesson Asia-Pacific will cease on 28 October 2008. (4) The number of complaints received by McKesson Asia-Pacific for SouthWest24 are: 2003, 13 complaints from 10 225 calls; 2004, 33 complaints from 21 406 calls; 2005, 17 complaints from 22 952 calls; and 2006 - to 30 April - 5 complaints from 6 059 calls. In the time available, it has not been possible to analyse each complaint. However, the advice available to the Minister for Health is that the complaints generally relate to having to answer multiple questions when the caller considers it an emergency; having to listen to the privacy statement; and callers having to be triaged again when seeking to contact their case manager.
(3) The contract with McKesson Asia-Pacific will cease on 28 October 2008. (4) The number of complaints received by McKesson Asia-Pacific for SouthWest24 are: 2003, 13 complaints from 10 225 calls; 2004, 33 complaints from 21 406 calls; 2005, 17 complaints from 22 952 calls; and 2006 - to 30 April - 5 complaints from 6 059 calls. In the time available, it has not been possible to analyse each complaint. However, the advice available to the Minister for Health is that the complaints generally relate to having to answer multiple questions when the caller considers it an emergency; having to listen to the privacy statement; and callers having to be triaged again when seeking to contact their case manager.
(2) How much does the government pay McKesson Asia-Pacific annually? (3) When will the contract with McKesson Asia-Pacific cease? (4) How many complaints have been received by SouthWest24 for each year the service has been in operation? Hon SUE ELLERY replied: I thank the honourable member for some notice of the question. (1) The Department of Health has a contract with McKesson Asia-Pacific to operate and provide health call centre services, including SouthWest24. (2) The cost of SouthWest24 is approximately $930 000 per annum. (3) The contract with McKesson Asia-Pacific will cease on 28 October 2008. (4) The number of complaints received by McKesson Asia-Pacific for SouthWest24 are: 2003, 13 complaints from 10 225 calls; 2004, 33 complaints from 21 406 calls; 2005, 17 complaints from 22 952 calls; and 2006 - to 30 April - 5 complaints from 6 059 calls. In the time available, it has not been possible to analyse each complaint. However, the advice available to the Minister for Health is that the complaints generally relate to having to answer multiple questions when the caller considers it an emergency; having to listen to the privacy statement; and callers having to be triaged again when seeking to contact their case manager.
(3) When will the contract with McKesson Asia-Pacific cease? (4) How many complaints have been received by SouthWest24 for each year the service has been in operation? Hon SUE ELLERY replied: I thank the honourable member for some notice of the question. (1) The Department of Health has a contract with McKesson Asia-Pacific to operate and provide health call centre services, including SouthWest24. (2) The cost of SouthWest24 is approximately $930 000 per annum. (3) The contract with McKesson Asia-Pacific will cease on 28 October 2008. (4) The number of complaints received by McKesson Asia-Pacific for SouthWest24 are: 2003, 13 complaints from 10 225 calls; 2004, 33 complaints from 21 406 calls; 2005, 17 complaints from 22 952 calls; and 2006 - to 30 April - 5 complaints from 6 059 calls. In the time available, it has not been possible to analyse each complaint. However, the advice available to the Minister for Health is that the complaints generally relate to having to answer multiple questions when the caller considers it an emergency; having to listen to the privacy statement; and callers having to be triaged again when seeking to contact their case manager.
(4) How many complaints have been received by SouthWest24 for each year the service has been in operation? Hon SUE ELLERY replied: I thank the honourable member for some notice of the question. (1) The Department of Health has a contract with McKesson Asia-Pacific to operate and provide health call centre services, including SouthWest24. (2) The cost of SouthWest24 is approximately $930 000 per annum. (3) The contract with McKesson Asia-Pacific will cease on 28 October 2008. (4) The number of complaints received by McKesson Asia-Pacific for SouthWest24 are: 2003, 13 complaints from 10 225 calls; 2004, 33 complaints from 21 406 calls; 2005, 17 complaints from 22 952 calls; and 2006 - to 30 April - 5 complaints from 6 059 calls. In the time available, it has not been possible to analyse each complaint. However, the advice available to the Minister for Health is that the complaints generally relate to having to answer multiple questions when the caller considers it an emergency; having to listen to the privacy statement; and callers having to be triaged again when seeking to contact their case manager.
Hon SUE ELLERY replied: I thank the honourable member for some notice of the question. (1) The Department of Health has a contract with McKesson Asia-Pacific to operate and provide health call centre services, including SouthWest24. (2) The cost of SouthWest24 is approximately $930 000 per annum. (3) The contract with McKesson Asia-Pacific will cease on 28 October 2008. (4) The number of complaints received by McKesson Asia-Pacific for SouthWest24 are: 2003, 13 complaints from 10 225 calls; 2004, 33 complaints from 21 406 calls; 2005, 17 complaints from 22 952 calls; and 2006 - to 30 April - 5 complaints from 6 059 calls. In the time available, it has not been possible to analyse each complaint. However, the advice available to the Minister for Health is that the complaints generally relate to having to answer multiple questions when the caller considers it an emergency; having to listen to the privacy statement; and callers having to be triaged again when seeking to contact their case manager.
I thank the honourable member for some notice of the question. (1) The Department of Health has a contract with McKesson Asia-Pacific to operate and provide health call centre services, including SouthWest24. (2) The cost of SouthWest24 is approximately $930 000 per annum. (3) The contract with McKesson Asia-Pacific will cease on 28 October 2008. (4) The number of complaints received by McKesson Asia-Pacific for SouthWest24 are: 2003, 13 complaints from 10 225 calls; 2004, 33 complaints from 21 406 calls; 2005, 17 complaints from 22 952 calls; and 2006 - to 30 April - 5 complaints from 6 059 calls. In the time available, it has not been possible to analyse each complaint. However, the advice available to the Minister for Health is that the complaints generally relate to having to answer multiple questions when the caller considers it an emergency; having to listen to the privacy statement; and callers having to be triaged again when seeking to contact their case manager.
(1) The Department of Health has a contract with McKesson Asia-Pacific to operate and provide health call centre services, including SouthWest24. (2) The cost of SouthWest24 is approximately $930 000 per annum. (3) The contract with McKesson Asia-Pacific will cease on 28 October 2008. (4) The number of complaints received by McKesson Asia-Pacific for SouthWest24 are: 2003, 13 complaints from 10 225 calls; 2004, 33 complaints from 21 406 calls; 2005, 17 complaints from 22 952 calls; and 2006 - to 30 April - 5 complaints from 6 059 calls. In the time available, it has not been possible to analyse each complaint. However, the advice available to the Minister for Health is that the complaints generally relate to having to answer multiple questions when the caller considers it an emergency; having to listen to the privacy statement; and callers having to be triaged again when seeking to contact their case manager.
(2) The cost of SouthWest24 is approximately $930 000 per annum. (3) The contract with McKesson Asia-Pacific will cease on 28 October 2008. (4) The number of complaints received by McKesson Asia-Pacific for SouthWest24 are: 2003, 13 complaints from 10 225 calls; 2004, 33 complaints from 21 406 calls; 2005, 17 complaints from 22 952 calls; and 2006 - to 30 April - 5 complaints from 6 059 calls. In the time available, it has not been possible to analyse each complaint. However, the advice available to the Minister for Health is that the complaints generally relate to having to answer multiple questions when the caller considers it an emergency; having to listen to the privacy statement; and callers having to be triaged again when seeking to contact their case manager.
(3) The contract with McKesson Asia-Pacific will cease on 28 October 2008. (4) The number of complaints received by McKesson Asia-Pacific for SouthWest24 are: 2003, 13 complaints from 10 225 calls; 2004, 33 complaints from 21 406 calls; 2005, 17 complaints from 22 952 calls; and 2006 - to 30 April - 5 complaints from 6 059 calls. In the time available, it has not been possible to analyse each complaint. However, the advice available to the Minister for Health is that the complaints generally relate to having to answer multiple questions when the caller considers it an emergency; having to listen to the privacy statement; and callers having to be triaged again when seeking to contact their case manager.
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