Launched in November 2024, the program was designed to address a pressing issue: many residents in south east Melbourne were relying on hospital emergency departments (EDs) for non-urgent, primary health care because they couldn’t access a general practitioner (GP) outside regular hours. This was worsened by barriers and obstacles to accessing care, including socioeconomic factors, such as out-of-pocket costs; knowledge of available services; complexities in navigating the health system; and cultural considerations.
The initiative began with SEMPHN listening to the community. A detailed needs assessment revealed that 3 local government areas (LGAs) – Cardinia, Casey and Mornington Peninsula – had the highest demand for after-hours care. Residents in these LGAs were frequently visiting EDs for issues that could be more appropriately managed in general practice settings.
In response, SEMPHN commissioned 11 general practices within these LGAs to extend their operating hours with almost $2.5 million in funding. These practices were selected based on their location, capacity, and commitment to serving priority populations, including families with young children, older adults living alone, First Nations people, asylum seekers and refugees, and residents living with multiple chronic conditions.
The after-hours service was well received by patients. They appreciated the convenience of the extended hours and the bulk-billing options. The elderly population also appreciated the availability of taxi vouchers to help them travel to and from the practices, improving accessibility.
Feedback from providers was also overwhelmingly positive. Providers reported feeling more connected to their communities and valued the opportunity to deliver care when it was most needed.
“Providing healthcare during the after-hours period has been a valuable extension of our service, offering greater accessibility for working individuals, families, and vulnerable populations who may find it difficult to attend appointments during standard business hours,” says one participating GP. “It has also contributed to reducing avoidable emergency department presentations for non-urgent issues, supporting broader public health goals.”
The program has led to thousands of people in south east Melbourne receiving timely, affordable, and appropriate care in their own communities.
“The GP Extended After-Hours program stands as a compelling example of SEMPHN’s commitment to evidence-based commissioning and continuous improvement,” says Emmy Gizas, SEMPHN’s Commissioning Implementation Manager – Adult Population. “It has demonstrated that strategic investment in extended primary care services can deliver tangible benefits for patients, providers, and the broader health system.”
SEMPHN Program Officer Joyce Zupanek adds, “SEMPHN remains committed to supporting innovative, community-responsive healthcare solutions that improve access, equity, and outcomes across south east Melbourne.”
