NHS Direct has always had an excellent working relationship with Diabetes UK, the charity for people with diabetes. In November 2010, an exciting collaboration began between the two services which takes the partnership to a new level.
Diabetes UK provides a Careline service which is the only dedicated diabetes helpline in the UK. The development of a new joint telephony ‘conferencing’ capability means that the Diabetes UK Careline can now transfer callers directly to NHS Direct, if and when appropriate.
The Diabetes UK Careline provides support and information to people with diabetes as well as to friends, family and carers. Careline staff are very skilled in providing information and support and help callers learn more about the condition and how best to manage it. However, if during the course of a call, Careline staff believe the caller would benefit from a clinical assessment or require health information unrelated to diabetes, they can, with the consent of the caller, now transfer the call straight through to NHS Direct. This facility provides callers with a more seamless service, and ensures they benefit from the expertise which both Diabetes UK and NHS Direct can offer.
Ruth French, Head of Careline and Advocacy Services at Diabetes UK, said, “Diabetes UK’s mission is to improve the lives of people with diabetes and one of the ways we aim to do this is via our Careline. This is a vital service that provides practical information and emotional support to anyone affected by diabetes and this new partnership with NHS Direct will help us to provide an even greater level of support. We’re very proud to have such a strong relationship with NHS Direct and look forward to working together even more closely in the future.”
