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Enhancing NHS Direct: Multi-Channel Approaches for Health Information Delivery

In a meeting on July 12, 2006, NHS Direct representatives, led by Kate Arnold, Head of Content, discussed strategies for delivering health information through a multi-channel approach. NHS Direct, launched in 1999, had achieved 13.5 million online visits in 2005/6 and handled 46,000 inquiries. The service, covering the entirety of England, operates 24/7, providing accessible health advice through telephone, online platforms, and interactive TV. Collaboration with various NHS organizations aims to improve user experience and integrate service channels, catering to diverse user expectations and promoting self-service options.

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Enhancing NHS Direct: Multi-Channel Approaches for Health Information Delivery

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  1. PLEAS Task Force meeting12 July 2006 NHS Direct: multi-channel approach to delivering health information & advice Kate Arnold, Head of Content NHS Direct

  2. NHS Direct Multi-channel service

  3. 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

  4. 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

  5. NHS Direct Interactive • ‘The biggest dedicated public service on digital TV’ • Health information service in interactivearea - text information, supported by images and video • Launched on digital satellite 16 Dec 2004

  6. NHS Direct Interactive

  7. 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

  8. 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

  9. 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

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