NHS Direct Telephone Helpline: Frequency of Use over Time and by Age and Gender in an Outpatient Population

摘要

The United Kingdom National Health Service (NHS) Direct organization was established in 1998 to disseminate medical information and advice to support patient self-care and appropriate self-referral. The nurse-led service provides a 24-hour telephone helpline, print publications, and online resources through computer-based assessment algorithms with referral to appropriate services. Frequency of awareness and use of the United Kingdom NHS Direct telephone helpline was measured by questioning consecutive new outpatient referrals seen in a neurology clinic over 3-month periods (January–March) in the years 2002–2008. In a cohort of over 1,500 patients, nearly 60% reported awareness of NHS Direct, while 20% reported use of the service with increasing frequency over the time period of the study. Maximum use was in the 31–40-year age group and least in those over 50. Women were more likely both to have heard of and to have used NHS Direct. Despite steady growth in awareness and use, large numbers of patients reaching secondary care have not pursued this primary care resource.