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New paradigms in supporting the knowledgeable citizen. Dr Nicholas Robinson Nicholas.robinson@wlon.nhsdirect.nhs.uk. NHS 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

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new paradigms in supporting the knowledgeable citizen

New paradigms in supporting the knowledgeable citizen

Dr Nicholas Robinson

Nicholas.robinson@wlon.nhsdirect.nhs.uk

nhs direct then now
NHS 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 approach
The 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 centres
NHS Direct call centres

Have you visited one?

slide8

NHS Direct – local approaches

  • 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
support for chronic disease
Support for Chronic Disease
  • Phone based support
  • Telecare
  • Information-based support
    • Web
    • /DTV
    • Healthspace
nhs direct long term conditions
NHS 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 factors
NHS 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
slide14
Dr Nicholas Robinson
  • eHealth & Telecare adviser
  • NHS Direct Online
  • Nicholas.robinson@wlon.nhsdirect.nhs.uk