Finding the right medical help is often a confusing process, especially during stressful moments when someone is unwell or injured. To make this decision clearer, Ambulance Victoria (AV) has launched a new General Health Information Sheet designed to guide people across the state to the most appropriate health service. The initiative aims to ensure timely access to care, reduce unnecessary emergency call-outs, and make critical health information more accessible to Victoria’s diverse communities.
The sheet, which is already being distributed, is available in 17 languages including Arabic, Chinese (Simplified and Traditional), Dari, English, Greek, Hazaragi, Hindi, Italian, Karen, Macedonian, Pashto, Persian, Punjabi, Swahili, Tigrinya, and Vietnamese. With this rollout, AV is targeting one of the biggest barriers in healthcare navigation—language and health literacy.
A Clearer Pathway for Patients
Brad Gin, AV’s Acting Metropolitan Regional Improvement Lead, explained that the information sheet was designed to simplify a process that often leaves patients unsure of who to call. “The General Health Information Sheet provides a guide to help Victorians decide the best care option for themselves and their loved ones,” he said.
The document is divided into clear sections. The first lists life-threatening emergencies, using both words and simple graphics so that people can quickly identify situations requiring immediate ambulance attention. The advice in those circumstances is direct and uncompromising: call Triple Zero (000).
For health issues that are urgent but not necessarily life-threatening, the sheet directs patients to a range of alternatives. These include Urgent Care Clinics, the Victorian Virtual Emergency Department (VVED), Nurse-on-Call, local doctors, and pharmacists. The design encourages people to think critically about the severity of their symptoms while giving them the confidence that they have viable options outside of emergency services.
Empowering Diverse Communities
Victoria is one of Australia’s most multicultural states, with almost 30 percent of residents born overseas and more than one in four speaking a language other than English at home. That diversity enriches communities, but it also creates challenges when it comes to accessing health care. Miscommunication, limited English proficiency, and different understandings of the health system often result in delays or unnecessary stress.
AV has attempted to bridge this gap by ensuring the General Health Information Sheet is linguistically and culturally appropriate. The addition of multiple translations reflects feedback from frontline responders who frequently encounter confusion during emergency calls. By addressing those barriers, AV hopes to reduce preventable delays in seeking care.
The sheet is not the organisation’s first step in this direction. It adds to an expanding library of translated resources AV already provides. These include guides on emergency and non-emergency services, membership details, COVID-19 protocols, and life-saving “Call, Push, Shock” information about responding to cardiac arrest. Importantly, these are also available in Easy English for people with lower literacy levels, making the information inclusive beyond language.
Addressing Emergency Call Pressures
In recent years, ambulance services across Australia have been under pressure due to rising demand, longer hospital wait times, and an ageing population with complex health needs. Figures from the Victorian Department of Health show that ambulance demand grew steadily over the past decade, with more than 1.2 million emergency and non-emergency incidents attended in 2023–24.
Not every call requires an ambulance, but in the heat of the moment, people often struggle to judge where to turn. This has placed significant pressure on Triple Zero call operators and paramedics, sometimes diverting critical resources away from genuine emergencies.
By educating the community on when to call 000 and when to seek other forms of support, the General Health Information Sheet could ease some of that strain. It empowers individuals to make informed decisions, reducing unnecessary demand while improving outcomes for patients in genuine emergencies.
Guidance Beyond Emergencies
The new sheet also highlights the broader spectrum of health services available in Victoria. Many residents remain unaware of options like VVED, which allows patients to consult emergency doctors and nurses through secure video calls without leaving home. Nurse-on-Call offers 24/7 health advice, providing reassurance and direction when people are uncertain about symptoms.
The information sheet also dedicates space for people to write down the contact details of their local GP, pharmacy, or community health service. Having this information in one place, ready to reference, helps families avoid the scramble during stressful moments. The inclusion of crisis support numbers adds another layer of care, acknowledging that health challenges are not always physical and may involve mental health emergencies.
Voices from the Frontline
Gin stressed that the new resource is not just about efficiency, but also about compassion. “The sheet has been developed with all Victorians in mind, to simplify the decision-making process when you’re worried that yourself or someone else is unwell or injured,” he said.
Paramedics, too, see the initiative as a valuable tool. In many cases, they respond to calls where patients could have received faster, more appropriate help through alternative services. For them, the sheet provides a way to empower communities before an emergency occurs, ensuring that people have knowledge at hand rather than relying on instinct alone.
Building Health Literacy for the Future
Improving health literacy has been a consistent challenge for Australian health authorities. The Australian Bureau of Statistics notes that around 60 percent of adults do not have adequate health literacy to manage everyday medical decisions confidently. This can lead to overuse of emergency services, underuse of preventative care, and poorer long-term outcomes.
AV’s initiative is a practical response to this gap. By using simple graphics, plain language, and multiple translations, the sheet makes critical health system information digestible to a wide audience. Importantly, it also encourages families to have conversations about health care before emergencies occur, further embedding preparedness into everyday life.
What Comes Next
While the launch of the General Health Information Sheet is an important step, the success of the program will depend on widespread distribution and awareness. AV is working with community groups, health providers, and local councils to ensure the sheets reach households across Victoria. Schools, libraries, and multicultural associations are expected to play a role in distributing and explaining the resource.
In the future, health experts say similar approaches could be expanded nationally. Other states are facing the same pressures on ambulance services and similar challenges with health literacy. A consistent, easy-to-use guide could improve patient pathways nationwide.
A Practical Tool for Everyday Families
At its core, the new sheet is about making health systems less intimidating and more approachable. Whether it is a parent unsure if their child’s fever is an emergency, an elderly resident managing multiple conditions, or a migrant family unfamiliar with the Australian system, the sheet offers clarity at a crucial time.
It does not replace medical advice but complements it, giving people a starting point. It also recognises that no two health situations are the same, offering options that balance urgency with practicality.
In doing so, AV has created more than just a pamphlet. It has created a roadmap—one that could help reduce unnecessary stress, save lives, and ensure resources are used where they are most needed.
Final Thought
Navigating healthcare can be daunting, especially in moments of panic. By launching the General Health Information Sheet, Ambulance Victoria has taken a bold and practical step toward reducing confusion, supporting diverse communities, and improving health outcomes. It is a resource that encourages every Victorian to think ahead, to prepare, and to know exactly who to call when it matters most.
