CSC is proud to spotlight Australia’s Urgent Care Clinics - the award- winning healthcare initiative helping millions

When public service changes lives

In a recent episode of the Work with Purpose podcast, Adam Nettheim, CSC’s Chief Customer Officer, sat down with the two leaders behind one of the most impactful health initiatives in Australia today: the Medicare Urgent Care Clinics program.

As Adam puts it in the episode:

“When public services work well, you don’t notice them. When they don’t, you really do. 

That simple truth is what drove a national effort to deliver timely, accessible healthcare outside hospital emergency departments. In just a few years, the program has delivered more than two million care encounters. Behind every one of those encounters is a family getting help when it mattered most.

Why CSC is sharing this story

At CSC, we proudly serve Australian Government employees, ADF members and their families. We also celebrate what makes public service exceptional — collaboration, innovation, and community impact.

That’s why CSC sponsored the People’s Choice Award at the IPAA ACT Spirit of Service Awards. This award highlights programs that demonstrate the spirit of service across the APS and ACTPS, chosen directly by peers across government.

This year, the award went to the Urgent Care Clinics initiative — a testament to its national impact and the dedication of the team behind it.

Adam played a central role in telling this story, guiding listeners through the challenges, successes, and human moments that define the program.

A national solution to a national problem

The challenge

Across Australia, families were experiencing long waits in emergency departments for conditions that were urgent but not life threatening. The system needed another way to provide timely care.

The response

Urgent Care Clinics offer:

• walk in access
• extended hours
• GP led or nurse led models
• no out-of-pocket costs

Adam’s conversation with the “two Sarahs”

In the podcast, Adam speaks with:

• Sarah Sinclair
  Assistant Secretary, Urgent Care Branch, Department of Health, Disability and Ageing

•  

  Sarah El-Sabagh
  Director, Urgent Care Policy and Evaluation, Department of Health, Disability and Ageing

Together, they unpack how this large-scale change happened so quickly and successfully.

“Two million presentations — that number hits home every time.”
— Sarah Sinclair

The team attributes their success to:

• genuine collaboration across jurisdictions and sectors
• willingness to adapt rapidly
• openness and transparency with partners
• a strong learning culture
• shared purpose: helping Australians access care when they need it

Adam’s role as host shines a light on the humanity of this work, asking the questions that draw out real stories, real challenges, and real learnings.

Tangible impact for patients, clinicians and communities

"For patients, it’s knowing they can get care when and where they need it — without waiting for hours.”
— Sarah El- Sabagh

The clinics have delivered:

• faster access to care
• reduced pressure on hospitals
• a more rewarding experience for clinicians
• tailored local solutions shaped by local needs

Adam highlights the scale of this achievement throughout the conversation — reminding listeners that behind every data point is a person, a family, a moment of need.

Public service at its best

Adam closes the episode by reflecting on something that resonates across the public sector:

"A lot of people don’t realise how agile and adaptive the public service can be — but this program is proof."

The Urgent Care Clinics initiative shows what’s possible when public servants:

• collaborate deeply
• trust one another
• act quickly
• listen to communities
• and stay focused on outcomes

It’s an example CSC is proud to elevate because it embodies the same commitment to service that underpins our work supporting members’ financial futures.

Hear the full conversation

Discover the human stories, the operational challenges, and the incredible teamwork behind this award-winning initiative.

Listen to Adam’s full interview with the Urgent Care Clinics team: