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New paradigms in supporting the knowledgeable citizen

Explore the transformative journey of NHS Direct since its inception in 1999, highlighting its growth from 60,000 calls annually to an expected 18 million. As the world's largest telecare service, NHS Direct emphasizes a multi-channel approach to health care that ensures the "right patient, right service, right time." With a focus on evidence-based care and partnerships with NHS NELH, it enhances patient access and support through innovative platforms such as web, email, and public terminals. Join Dr. Nicholas Robinson in discussing the future of telehealth and the Expert Citizen model.

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New paradigms in supporting the knowledgeable citizen

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

  2. 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

  3. 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

  4. NHS Direct call centres Have you visited one?

  5. UK’s busiest Health Website

  6. NHS HealthSpace – The Patient Portal www.nhsdirect.nhs.uk

  7. NHS Direct & Thomsons Guide

  8. 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

  9. Support for Chronic Disease • Phone based support • Telecare • Information-based support • Web • /DTV • Healthspace

  10. 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

  11. 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

  12. 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

  13. 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

  14. Dr Nicholas Robinson • eHealth & Telecare adviser • NHS Direct Online • Nicholas.robinson@wlon.nhsdirect.nhs.uk

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