Review of NHS 24

1
Review of NHS 24

• Pat Dawson
• Head of Policy and Communications
• 3rd May 2005

2
Terms of Reference

• To review the operational performance of NHS 24
  against its objectives
• To review in particular-
• NHS 24 responsiveness to callers and waiting
  times for sevice users
• The use of call back
• Services for callers in remote and rural areas

3
Terms of Reference cont..

• Linkages with NHS partners including out of hours
  service providers
• Accident Emergency departments the Ambulance
  Service
• Availability of staff to deliver NHS 24 services
• Additional areas to be reviewed (O.C)
• How efficiently does NHS 24 operate as a contact
  centre

4
Themes

• The Group has met once and 5 them es are being
  progressed
• General responsiveness
• Call back
• Remote and Rural
• Linkages with NHS partners
• Staffing

5
Request for Evidence Key areas

• What are the issues? What are the perceived
  problems/ challenges- particularly on
  recruitment retention and organisations
  response if staffing levels were 100 would there
  still be problems?
• How much are staffing, workload, rosters shift
  profiles contributing to the problems the
  solution or staff morale?

6
Request for Evidence Key areas

• Is the actual number of sites relevant or would
  there be problems no matter how many sites?
• What have your experiences been of partnership
  working suggestions for improvements?
• What are the advantages / disadvantages of
  increasing the number of sites?

7
Request for Evidence Key areas

• How should skill mix issues be progressed? (e.g.
  other health professions or call handlers)
• NHS 24 is a clinical environment how does that
  make a difference?
• Newly qualified nurses students is there a
  place for them in NHS 24?

8
Request for Evidence Key areas

• What are the workload issues what support is
  given, what more could be done?
• Do the algorithms limit clinical judgements
  what else would you comment about the use of
  decision making tools.
• Is triage being delivered in the most effective
  way?

9
Request for Evidence Key areas

• How could call back be reduced?
• Do you have comments on remote rural issues and
  how NHS 24 is integrated with local NHS systems?
• How do staff believe NHS 24 responsiveness could
  be improved?

10
Request for Evidence Key areas

• A seamless service? Achievable?
• What service is NHS 24 delivering is it the
  right service?
• How should it look?