By Paul Dicken
18 September 2009
NHS Direct Wales is providing a valuable service at a reasonable cost but should be more involved in the provision of ‘unscheduled care’, the Welsh spending watchdog has found.
The service, managed by the Welsh Ambulance Services NHS Trust, cost just over £26 a call during 2008/09. But the Wales Audit Office said efficiency could be further improved by reducing staff turnover and sickness absence. But, although it is a part of the provision of ‘unscheduled care’ – a term to describe any unplanned and urgent health or social care – its role is not well understood across the NHS.
In a report published on September 15, auditor general Jeremy Colman said: ‘While NHS Direct provides valuable services which most people seem to like, there is scope for it be much more effectively integrated within the unscheduled care system, providing a more seamless service for the public.’
The services provided by NHS Direct have expanded in recent years on top of the confidential 24-hour helpline and information service to include out-of-hours call handling and other services for local health boards.
Despite this the WAO found that NHS Direct was seen as being ‘bolted on’ to the wider system rather than an ‘integral part of care pathways’.
The report said: ‘There is scope to move towards a single point of access for unscheduled care in which NHS Direct Wales could play a key role, working more closely with ambulance control and GP out-of-hours services.’
If supported by directories of service provision, NHS Direct could act as a hub to direct people to the most appropriate service.
The WAO also recommended that the Assembly Government and health boards consider ways the service could support people with chronic conditions, such as heart disease, using nurse advisers and specialists.
A spokesman for the Welsh Assembly Government said Health Minister Edwina Hart was considering the WAOs findings and recommendations.
18 September 2009
NHS Direct Wales is providing a valuable service at a reasonable cost but should be more involved in the provision of ‘unscheduled care’, the Welsh spending watchdog has found.
The service, managed by the Welsh Ambulance Services NHS Trust, cost just over £26 a call during 2008/09. But the Wales Audit Office said efficiency could be further improved by reducing staff turnover and sickness absence. But, although it is a part of the provision of ‘unscheduled care’ – a term to describe any unplanned and urgent health or social care – its role is not well understood across the NHS.
In a report published on September 15, auditor general Jeremy Colman said: ‘While NHS Direct provides valuable services which most people seem to like, there is scope for it be much more effectively integrated within the unscheduled care system, providing a more seamless service for the public.’
The services provided by NHS Direct have expanded in recent years on top of the confidential 24-hour helpline and information service to include out-of-hours call handling and other services for local health boards.
Despite this the WAO found that NHS Direct was seen as being ‘bolted on’ to the wider system rather than an ‘integral part of care pathways’.
The report said: ‘There is scope to move towards a single point of access for unscheduled care in which NHS Direct Wales could play a key role, working more closely with ambulance control and GP out-of-hours services.’
If supported by directories of service provision, NHS Direct could act as a hub to direct people to the most appropriate service.
The WAO also recommended that the Assembly Government and health boards consider ways the service could support people with chronic conditions, such as heart disease, using nurse advisers and specialists.
A spokesman for the Welsh Assembly Government said Health Minister Edwina Hart was considering the WAOs findings and recommendations.
