NHS Direct

Health written question – answered on 3rd February 2009.

Alert me about debates like this

Photo of Liam Fox Liam Fox Shadow Secretary of State for Defence

To ask the Secretary of State for Health what the average (a) cost and (b) duration of a call to NHS Direct was in the most recent period for which figures are available.

Photo of Ben Bradshaw Ben Bradshaw Minister of State (Regional Affairs) (South West), The Minister of State, Department of Health

The average cost of a call to NHS Direct's 0845 46 47 line was £25.53 for 2007-08. This does not include other calls to services provided to national and local commissioners, e.g. calls to the appointments line (formerly the choose and book appointments line) and locally commissioned services.

The average duration of a call to NHS Direct is 528 seconds (8 minutes 48 seconds) for the calendar year January-December 2008. This includes all calls to the 0845 46 47 line and other calls to services provided to national and local commissioners, including calls to the appointments line and locally commissioned services. The time quoted is the duration of time that a frontline staff member speaks to a patient for each call and this includes:

calls warm transferred directly from a health adviser to a nurse; calls placed on a queue for a nurse or health information advisor (although time spent on the queue is not included); calls answered and completed by a nurse; and calls fully handled by a health adviser.

Does this answer the above question?

Yes0 people think so

No0 people think not

Would you like to ask a question like this yourself? Use our Freedom of Information site.

Annotations

No annotations

Sign in or join to post a public annotation.