Improving our performance
As anyone working in the NHS will know, it’s been a busy first part of the year. NHS Direct saw the knock-on effect of a busy Christmas in January 2011, and the added pressures of the extended bank holiday over Easter for both our 0845 4647 service and the services commissioned locally.
We have also seen an increase in demand over already busy weekend periods. Despite our best efforts, we have struggled to meet some of our targets and it’s been our top priority over the last couple of months to address any issues and learn from this challenging period.
It is important that, at times when the service is particularly stretched, we are able to prioritise those calls that require the most urgent attention. We have continued to deal with the most urgent calls in 20 minutes. Additionally, over 50 per cent of our patients have received advice that allows them to treat themselves at home, without the need for onward referral. It is these efforts that have undoubtedly contributed to continued patient satisfaction, with over 90 per cent of patients continuously rating the 0845 4647 service we provide as good or excellent in our monthly satisfaction surveys.
Going forward, we will continue to make improvements such as increasing our capacity to meet call volumes, particularly in the out-of-hours period. We are seeing some improvements already and will continue to review and refine our plans in line with the demands on the service.
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To discuss how we can tailor make our services to your requirements, why not get in touch with our regional director in your area?
