PLEAS Task Force meeting12 July 2006

NHS Direct: multi-channel approach to delivering health information &

advice

Kate Arnold, Head of Content

NHS Direct

NHS Direct Multi-channel service

NHS Direct Online

Launched 1999

13.5 million visits 2005/6

Encyclopaedia, self help guide, NHS services, hot topics, health tools

Online Enquiry Service 46k enquiries 2005/6

Telephone Service

• Started series of pilots 1998, covers all of England• 6.8 million calls in 2005/6• 22 call centres staffed by nurse advisors, health

information advisors and health advisors• Provide health information and advice 24/7

NHS Direct Interactive• ‘The biggest dedicated

public service on digital TV’

• Health information service in interactive area - text information, supported by images and video

• Launched on digital satellite 16 Dec 2004

NHS Direct Interactive

NHS Direct – internal collaboration issues

• Move from 22 separate services to one national service – standards and working practices

• Develop and extend multi-channel services – raising awareness, multi-channel strategy

• User expectations of different services – medicated telephone calls, self-service research on website or TV

• Technology – what we have access to, and what our users have access to

NHS Direct – external collaboration issues

• Established partnerships with various NHS organisations and government departments

• Building and developing partnerships with Primary Care and Acute Trusts

• Working with commercial organisations• Learning from others in the field

Towards channels integration

• Diversion to self service channels – responsive messaging

• Integrated knowledge management systems • Call back booking and in-bound information• Social inclusion through choice of channels