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PLEAS Task Force meeting 12 July 2006

PLEAS Task Force meeting 12 July 2006. NHS Direct: multi-channel approach to delivering health information & advice Kate Arnold, Head of Content NHS Direct. NHS Direct Multi-channel service. NHS Direct Online. Launched 1999 13.5 million visits 2005/6

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PLEAS Task Force meeting 12 July 2006

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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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