Hospital Infoline

Hospital Infoline

Project summary

The “Hospital Infoline” is an information line developed by the Royal Victorian Eye and Ear Hospital. Patients can call to hear recorded information in their own language. Recordings are available in 6 community languages (including English).

Patients can call the Infoline and listen to information about:

  • the appointment process,
  • how to get to the hospital,
  • what to expect during an appointment,
  • information on 4 of the most common medical conditions treated and surgical procedures conducted at the hospital,
  • how to provide feedback or make a complaint,
  • the Australian Charter of Healthcare Rights.

These recordings can also be accessed through the hospital’s website.


Project Benefits

The Infoline makes important information more accessible to:

  • patients with vision impairments;
  • patients and carers from culturally and linguistically diverse backgrounds, particularly those who are not able to read.


How does the Hospital Infoline make The Royal Victorian Ear and Eye Hospital a Health Literate Organisation?

Health Literate Organisations provide [1]:

  • alternatives to written materials;
  • information in commonly spoken community languages using high quality translation services;
  • written and verbal information about conditions, procedures and treatments;

Health Literate Organisations also work with their consumers to develop communication materials.


What steps were taken to develop the Hospital Infoline?

To set up the Hospital Infoline the Hospital:

  • Worked with patients to find out if this kind of service would be helpful and usable.
  • Made recordings in English using written information that had been reviewed and approved by both patients and clinicians.
  • Recorded the information into 5 other languages (Cantonese, Mandarin, Vietnamese, Italian and Greek) using accredited translation services.
  • Set up the telephone lines and web pages so that patients could access the information.

Click here for more information about the Hospital Infoline.



[1] Trezona, Dodson & Osborne, 2017, Organisational Health Literacy Responsiveness (Org-HLR) Self Assessment Tool and User Guide, Deakin University.