24-hour Health Information Advisors

On 1 February 2010, NHS Direct’s Health Information Advisors moved to 24/7 working, ensuring callers can get answers to complex health information queries whatever time of the day or night.

Quick and simple health information calls (e.g. requests for details of local health services) have always been handled 24/7 by our Health Advisors when they take the initial calls. However, more complex health information calls are prioritised by Health Advisors as part of our call streaming and prioritisation process, before being transferred to Health Information Advisors for a response.

Complex enquiries handled

Until now, Health Information Advisors had worked from 8.00 am to 8.00 pm, Monday to Friday, and 9.00 am to 5.00 pm at weekends and bank holidays. Urgent health information calls, and in particular urgent medicines enquiries, were handled by NHS Direct Nurse Advisors or Pharmacists outside of these hours. Non-urgent health information calls would be responded to the following day.

Complex health information enquiries cover a wide range of topics, such as:

  • Information about diagnosed illnesses and conditions, tests, treatments and operations;
  • Enquiries about medication, such as interactions, overdosing, and poisoning;
  • Advice on maintaining a healthy lifestyle, such as quitting smoking;
  • Travel health information, such as vaccinations, and healthcare whilst abroad.

The move to 24/7 working by Health Information Advisors will ensure these calls are now dealt with around the clock, every day of the year.