West Midlands Quality Review Service finds NHS Direct meets all quality standards
The West Midlands Quality Review Service (WMQRS), a collaborative venture by NHS organisations in the West Midlands, was impressed that NHS Direct met all of the quality standards applicable to telephone advice service, when it carried out its review in autumn 2010.
The WMQRS aims to help improve the quality of health services by developing evidence-based quality standards, carrying out developmental and supportive quality reviews, producing comparative information on the quality of services and providing development and learning for all involved.
The review of urgent care services at NHS Direct in the West Midlands took place in October 2010. The WMQRS’s report of its findings will be published on their website by the end of April 2011.
Reviewers found no immediate risks and had no concerns. They were ‘impressed by the highly efficient way in which NHS Direct was organised’. They thought ‘arrangements for staff training and updating were excellent. Guidelines and protocols were well-documented and very clear to follow and governance processes were robust.’
The reviewers’ only suggestion was that we consider ways in which liaison with local urgent care groups and services could be strengthened in order to maximise the contribution which NHS Direct can make to local urgent care pathways.
This recommendation is being progressed by NHS Direct’s Regional Director and Regional Head of Service Development for the West Midlands.
