NHS Direct has achieved Global Standard certification from the Contact Centre Association (CCA), the professional body for promoting best practice among telephone based services.
The organisational framework that was imposed by the accreditation process formed the backbone of the operational blueprint which NHS Direct devised for its 35 centres across England.
Achieving CCA certification also means that NHS Direct gains a new record as the largest multi-site accreditation and will merge into other projects such as Standards for Better Health.
