NHS Direct

Independent research carried out recently by Sheffield University, sampling over 1,000 people who had called the service, demonstrates the popularity of NHS Direct, the nurse-led 24-hour telephone help-line which will be available in all parts of the UK by the end of 2000. Ninety-seven per cent of callers stated that they were ‘‘satisfied’’ or ‘‘very satisfied’’with the service that they had received. People who have used the service clearly appreciated the round the clock access to reliable advice and reassurance. Since its launch, NHS Direct has handled around 75,000 calls from people needing health advice and support. There has been a huge variety of calls but over 40 per cent have been about young children. When working nationally it is expected that the service will be contacted by 20 per cent of the population each year.

The survey showed that 80 per cent of callers were advised to act differently from their pre-call intention and 40 per cent were advised to seek less urgent care than they intended. Twenty per cent of callers were advised to seek more urgent care than they had intended before the call and many were transferred to the 999 service. Thirty-eight per cent of callers were advised on how they could look after themselves at home.