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

7. NHS Direct & Thomsons Guide

8. 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

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