New paradigms in supporting the knowledgeable citizen

Dr Nicholas RobinsonNicholas.robinson@wlon.nhsdirect.nhs.uk

NHS Direct – Then & NowNHS Direct – Then & Now

•Service founded 1999

•60k calls year 1, now 6 Million pa•18 Million pa target

•Largest telecare service in world

•Developing multi-channel service

•“Right patient, right service, right time”

•Supporting the Expert Citizen

The multi channel approachThe multi channel approach

•Evidence based care• Partnership with NHS NELH (nelh.nhs.uk)

•Focus on improving access by new channels

• Web• Public web terminals

• Email• DTV• Print

•Information to support the Expert patient

NHS Direct call centresNHS Direct call centres

Have you visited one?

UK’s busiest Health Website

www.nhsdirect.nhs.uk

NHS HealthSpace – The Patient Portal

NHS Direct & Thomsons GuideNHS Direct & Thomsons Guide

The Commissioning Strategy:

Locally Enhanced Services•To work with PCTs and consortia to provide Locally Enhanced Services•Building on

•National call centre network•National clinical expertise•OOH role

•Pilots:•Diabetes Advice•Asthma•COPD

NHS Direct – local approaches

Support for Chronic DiseaseSupport for Chronic Disease

•Phone based support

•Telecare

•Information-based support

•Web

•/DTV

•Healthspace

NHS Direct & Long Term ConditionsNHS Direct & Long Term Conditions

•National call centre network• 24/7/365

•4000 trained staff• Call handlers & nurses

•Close links to local health care economies

•Proven ability to innovate

•A potential Care Partner for PCTs

NHS Direct – continuing success factorsNHS Direct – continuing success factors

• Innovation continues• Choice & Book preferred partner

• National leader in patient safety

• Leading NHS focus on patient-led care supported by Quality information

Where are we going?Where are we going?

• Building on new infrastructure to deliver 18 million calls pa• IT development, NHS core record linkage

• Enhancing quality / audit support

• Improving safety• SAI – 1 in 85,000

• Optimising skill-mix

• Involving & motivating staff

• Consolidating Infrastructure in NPfIT Regions

• Working with local providers

• Supporting the Children’s NSF ( and others)

• Supporting Long Term Conditions

The last slide!The last slide!

•Challenges•Managing increasing demand•Working towards PM’s Challenge

•“gateway to the NHS”

•Local services delivered by National Service

•Demonstrating improved outcomes for users

Dr Nicholas Robinson

eHealth & Telecare adviser

NHS Direct Online

Nicholas.robinson@wlon.nhsdirect.nhs.uk