EAHIL Sardinia June 2001

1. EAHIL SardiniaJune 2001 WE NEVER CLOSE : TWENTY FOUR HOUR KNOWLEDGE FOR A TWENTY FIRST CENTURY HEALTH SERVICE Bob Gann, Director, NHS Direct Online Veronica Fraser, NHS Library Adviser

2. CONTENTS • Social context – e-health • UK policy on public information • NHS Direct • Multi-channel access to knowledge for all

3. SOCIAL CONTEXT: eHEALTH • 49% UK population have access to Internet; 63% have mobile phones; 14 million homes cabled & 4 million connected (Guardian ICM poll 24 Jan 2001) • 100,000 health information websites – third of all searches (most popular search after sex). 98 million adults have used Internet to find health information (Online patient helpers BMJ 4 Nov 2000)

4. INFORMATION FOR HEALTH Chapter 5 Meeting public and patient needs • National Electronic Library • Internet Gateway Site • Developing NHS Direct • Information partnerships Information for Health: an information strategy for the modern NHS September 1998

5. MODERNISING GOVERNMENT By 2002 25% of dealings with Government should be able to be done by the public electronically – and all by 2005 (currently 43%) By 2002 the government intends that citizens will be able to get electronic access to online health information and advice Modernising government White Paper March 1999 E-government strategy April 2000

6. NHS PLAN “ The NHS will provide open access to information about services, treatment and performance” (Core principle 10) “ Each week will see millions of hits on the NHS Direct internet site (1.9). “ Patients will be helped to navigate the maze of health information through the development of NHS Direct Online, digital TV and NHS Direct information points in public places” (10.2) The NHS Plan July 2000

7. NHS DIRECT • 24 hour telephone nurse advice and health information (1,200 nurses in 22 call centres) • Pilots 1998 - national coverage (England & Wales) Nov 2000 • Currently 100,000 calls a week • National decision support software – NHS Clinical Assessment System Axa Assistance • Evaluation by Sheffield University – “Improved access to appropriate care without increasing demand or adverse clinical events”

8. NHS DIRECT ONLINE • www.nhsdirect.nhs.uk • Website launched by PM Tony Blair December 1999 • 50 million hits from 2 million visitors during 2000 • Available via public touch screen kiosks – 2000 • Available via digital tv channels – 2001 • Personal email enquiry service – November 2001 • Online interactive clinical advice – April 2002

10. 24 HOUR KNOWLEDGE FOR ALL • National electronic Library for Health • Digital tv • E-learning initiatives • Mediated knowledge – role of the librarian • 24 hour knowledge centres • 24 hour worries, 24 hour decisions, 24 hour learning

11. Patients & the Public Information Services - NHS Direct Online NeLH EdEducation, Infrastructure Communications & Connectivity Security & Confidentiality Access Education & Training Online Clinicians Electronic Record Systems The NHSPlann eGovernment Information for Health Call Centre Telecaree National/ Local Applications Managers Other channels Policy - Users - Channels - Content- Issues