An interesting topic, NHS Direct. It's fun to try the online version at
http://www.nhsdirect.nhs.uk./ btw...
While there are doubtless problems with it, it is worth bearing in mind a
couple of points.
First, phone triage has been in place for many years in the US. The
software packages have had relatively thorough evaluations (though not
necessarily published).
Second, NHS Direct provides a unique service: a first port-of-call when
spending 4 hours waiting in the doctor's surgery (if they run walk-in
services) or a 3 week wait for an appointment (if they don't) seems
pointless. I don't want to bother my doctor if I bash my thumb in the
middle of the night--but a quick call to NHS Direct gives me a clue what to
do. OK, sometimes it'll be the wrong advice--but the point is, the
alternative is *no* advice or a call to a GP at 1.30am or 999. And there's
no waiting. [People resent waiting for minor problems.]
Just because it's an obviously consumer-based project doesn't automatically
make it A Bad Thing.
As an aside, I agree that the powers-that-be won't allow it to fail, come
what may. That's partly, I think, because it's the only service the public
sees that is directly branded as the NHS.
Steve
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