NHS Direct routinely prepares for peak-pressure periods as part of an ongoing, rolling programme of forecasting and capacity planning.
We have tried and tested arrangements for prioritising demand for our service, optimising our call centre capacity and ensuring our clinical pathways dovetail with those of our regional and local NHS partners. However, as you would expect, prior to key public holidays such as Christmas Day and Boxing Day, there is always an intensified period of preparation but this is still integral to our normal planning.
The exception to the rule has been Pandemic Flu, where NHS Direct has prepared and implemented a specific Pandemic Flu continuity plan. This plan is available on request by emailing stakeholders@nhsdirect.nhs.uk.
Although the National Pandemic Flu Service will take some pressure off NHS Direct, we are prepared for a rise in demand throughout the winter period, which, because of swine flu, is likely to begin earlier and be more severe this year than in normal years.
In order to give us the maximum flexibility, we are building up a ‘pool’ of temporary nurse advisors who we can call upon as and when they are needed and enable us to answer more calls.
Other measures which we use to cope with additional demand include restrictions on non-essential activities and the streamlining of our assessment processes for callers with less urgent symptoms.
Finally, for the first time this winter, patients with internet access can carry out an initial assessment of their symptoms online at www.nhs.uk/nhsdirect. Where appropriate, they will be given self-care advice or directed to the right health service for their needs. Those patients requiring further advice will be prioritised depending on the severity of their symptoms and will receive a call back from an NHS Direct nurse advisor.
For more information about our winter preparedness please contact your NHS Direct Regional Director.
