Expanded Urgent Care Service for western Sydney

Aged care residents across western Sydney will be able to access faster care and avoid unnecessary
trips to hospital, thanks to a significant expansion of the successful inTouch Urgent Care Service.

The expansion, announced by the NSW Government today, will help ease pressure on western
Sydney’s busy emergency departments by providing additional support to 65 Residential Aged Care
Facilities in western Sydney.

Minister for Health Ryan Park said the expanded inTouch Urgent Care Service will allow more
residential aged care patients in western Sydney to access care in the right place, at the right time,
at no cost to the patient.

“The inTouch model means around 120 aged care residents every month can avoid having to go to a
hospital emergency department and can instead get the care they need at home.”

“The inTouch model allows a comprehensive assessment of the patient, using video conferencing
technology to link patients with their GP, family, and aged care staff.

“It also offers direct access to specialists, diagnostics, and clinicians to work through the best care
plan.”

Expansion of the service will boost the number of doctors, nursing and administrative staff and
provide:

 increased referrals for patient from aged care facilities, NSW Ambulance and general practice

 More virtual health care consultations

 Improved systems for assessment, care protocols and clinical documentation to streamline
care.

The Chief Executive of WSLHD, Graeme Loy, says the expansion of the inTouch Urgent Care Service
will provide a better experience for western Sydney’s aged care residents, their family and staff.

“Urgent care services are intended to support people with urgent health care needs in appropriate
settings outside of emergency departments,” he said.

“Many people who visit our emergency departments could receive more timely and better tailored
care in a community setting, such as a GP clinic, but that care has become increasingly difficult to
access.

“By ensuring older western Sydney residents get the high-quality care they need for less urgent
conditions, the model frees up NSW Ambulance paramedics and our busy ED staff to focus on those
in need of emergency care.”

“Allowing residents the opportunity to receive care from the comfort of home and alleviating the
need to head into hospital, this is a wonderful outcome for our local community,” said Donna Davis,
Member for Parramatta.

inTouch was founded in 2021 by WSLHD to support at-home care for over 45,000 COVID-19 patients,
and commenced the clinical coordination of RACF residents in April 2022.

The inTouch Urgent Care Service is being expanded as part of the NSW Government’s $124 million
program over two years to deliver 25 Urgent Care Services.