PLEAS Task Force meeting 12 July 2006
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Transcript of PLEAS Task Force meeting 12 July 2006
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