A survey of NHS Direct callers’ use of health services and the interventions they received
نویسنده
چکیده
NHS Direct is a 24-h patient-led telephone advice service, based in England and Wales, which aims to help callers to self-manage problems and reduce unnecessary demands on other National Health Service (NHS) provision (Munro et al., 2000a). NHS Direct is the world’s largest health care telephone advice service (Munro, 2002) and is leading the current international trend towards telemedicine and telephone consultation (Hanlon et al., 2005). Telephone triage and telephone consultation are now used in many countries; their development being partly driven by increasing demand for General Practitioner (GP) and Accident and Emergency (A&E) services (Christensen and Olensen, 1998; Lattimer et al., 1998; Sprivulis et al., 2004). A systematic review of the effects of telephone consultation and triage (Bunn et al., 2005) Primary Health Care Research and Development 2007; 8: 91–100 doi: 10.1017/S1463423607000102
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An evaluation of the appropriateness of advice and healthcare contacts made following calls to NHS Direct Wales
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