New paradigms in supporting the knowledgeable citizen Dr Nicholas Robinson

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Presentation transcript:

New paradigms in supporting the knowledgeable citizen Dr Nicholas Robinson

NHS Direct – Then & Now Service founded k 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 Evidence based care Partnership with NHS NELH (nelh.nhs.uk) Focus on improving access by new channels Web Public web terminals DTV Print Information to support the Expert patient

NHS Direct call centres Have you visited one?

UK’s busiest Health Website

NHS HealthSpace – The Patient Portal

NHS 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 Disease Phone based support Telecare Information- based support Web /DTV Healthspace

NHS Direct & Long Term Conditions National call centre network 24/7/ 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 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? 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! 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

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