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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. 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

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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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