Priority Care FAQ's

Always call 000 immediately if you need urgent emergency services.

The Priority Care Service gives Incolink members quick access to triage and medical coordination when they’re sick or injured.

It provides:

• 24/7 access to a dedicated medical triage service via 1800 238 026.
• Priority access and coordination of appointments and treatment.
• Support so you can make informed choices about your medical care.
• Guidance to help you play an active role in your recovery.

When you call, you’ll speak with an experienced allied health professional who makes sure you get the right care quickly. Priority Care has a network of doctors and specialists, giving you fast access to trusted treatment. Consent is always asked for at the start of each call.

Call if:

• You need non-emergency triage advice for an injury or illness (on or off the job).
• You want to report a workplace injury that needs treatment or a doctor’s appointment.
• You’d like to record an injury that may not need medical care right away.

Calls are answered by the Priority Care team – qualified allied health professionals with experience in workplace injuries and workers’ compensation.

When you call Priority Care, you can ask for an interpreter. They can arrange help in your language.

Priority Care partners with a national network of more than 6,000 doctors and specialists. All providers are experienced in early intervention and dedicated to supporting safe, timely recovery from injuries - ensuring quality care is always accessible.

Priority Care is available 24 hours a day, 7 days a week.

Yes. If you prefer your own GP, Priority Care will help arrange the appointment and provide the right information so your care is managed properly from the start.

If you’ve had a workplace injury and need advice, you can either:

• Call the Work Injury Coordinator at Total Claims Solutions on (02) 8732 8558 (dedicated to Incolink NSW members), or
• If you are a member of a union, contact them.

Priority Care is available to Incolink-registered workers in NSW, as long as your employer is up to date with redundancy contributions. Please note, this does not include family members.

There’s no cost to call Priority Care. If any out-of-pocket costs apply (for treatment not covered by Medicare, Private Health Insurance, or workers’ compensation), you’ll be told up front. For workplace injuries, the workers’ compensation agent is billed directly, provided Priority Care has your employer’s agent details.

Priority Care is a complimentary service linked to Incolink’s Accident & Illness Benefits program. It is provided independently of member insurance contributions.

All information you provide to Priority Care is kept confidential and managed under Priority Care’s Privacy Policy (see www.prioritycare.com.au). Consent is always asked for at the start of each call.

• Your name and Incolink member number are shared with Total Claims Solutions (TCS) to check your eligibility. To use Priority Care, you must be an Incolink-registered worker in NSW and your employer must be up to date with redundancy contributions.
• If you’ve had a workplace injury, and only with your consent, Priority Care may pass your details to a Total Claims Solutions’ Work Injury Coordinator to support your workers’ compensation claim and process.