Background

NHS Direct wanted to develop and implement a digital strategy to enhance and increase the reach of NHS Direct’s online public services. The aim of the online platform was to enable more users to self-care where it is safe to do so; improve users’ experience by offering new engagement channels (such as webchat); joining up online and offline channels and reducing the need to provide the same information more than once.

What we did, and how

A key vehicle for these changes was the development of online Self Assessment Tools – interactive questionnaires that enable users to assess their symptoms and elicit clinically proven advice on how best to treat them – either through self care or through NHS services.

Following the emergence of the Swine Flu crisis in late April, we facilitated the project team to deliver and enhanced colds & flu SAT that contained relevant content for handling Swine Flu issues and concerns. The four weeks following the redeployment of the product saw close to 500,000 visitors using the tool.

Results

  • Increased efficiency of its contact centre operations by moving triage online and so reducing avoidable contact
  • Targeted services for high-risk and socially excluded groups
  • Transformed organisation to meet the demands of its own digital revolution
  • User feedback has been consistently positive and the programme continued with the creation of the full suite of topics, numbering close to 40 in total

Delivered by Digital Public