pleas task force meeting 12 july 2006
DESCRIPTION
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 - PowerPoint PPT PresentationTRANSCRIPT
![Page 1: PLEAS Task Force meeting 12 July 2006](https://reader036.vdocument.in/reader036/viewer/2022062803/568146f7550346895db42dc8/html5/thumbnails/1.jpg)
PLEAS Task Force meeting12 July 2006
NHS Direct: multi-channel approach to delivering health information &
advice
Kate Arnold, Head of Content
NHS Direct
![Page 2: PLEAS Task Force meeting 12 July 2006](https://reader036.vdocument.in/reader036/viewer/2022062803/568146f7550346895db42dc8/html5/thumbnails/2.jpg)
NHS Direct Multi-channel service
![Page 3: PLEAS Task Force meeting 12 July 2006](https://reader036.vdocument.in/reader036/viewer/2022062803/568146f7550346895db42dc8/html5/thumbnails/3.jpg)
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
![Page 4: PLEAS Task Force meeting 12 July 2006](https://reader036.vdocument.in/reader036/viewer/2022062803/568146f7550346895db42dc8/html5/thumbnails/4.jpg)
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
![Page 5: PLEAS Task Force meeting 12 July 2006](https://reader036.vdocument.in/reader036/viewer/2022062803/568146f7550346895db42dc8/html5/thumbnails/5.jpg)
NHS Direct Interactive• ‘The biggest dedicated
public service on digital TV’
• Health information service in interactive area - text information, supported by images and video
• Launched on digital satellite 16 Dec 2004
![Page 6: PLEAS Task Force meeting 12 July 2006](https://reader036.vdocument.in/reader036/viewer/2022062803/568146f7550346895db42dc8/html5/thumbnails/6.jpg)
NHS Direct Interactive
![Page 7: PLEAS Task Force meeting 12 July 2006](https://reader036.vdocument.in/reader036/viewer/2022062803/568146f7550346895db42dc8/html5/thumbnails/7.jpg)
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
![Page 8: PLEAS Task Force meeting 12 July 2006](https://reader036.vdocument.in/reader036/viewer/2022062803/568146f7550346895db42dc8/html5/thumbnails/8.jpg)
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
![Page 9: PLEAS Task Force meeting 12 July 2006](https://reader036.vdocument.in/reader036/viewer/2022062803/568146f7550346895db42dc8/html5/thumbnails/9.jpg)
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