First evaluation of the NHS direct online clinical enquiry service: a nurse-led web chat triage service for the public

Journal of Medical Internet Research
Nina EminovicGrant J Ingrams

Abstract

NHS Direct is a telephone triage service used by the UK public to contact a nurse for any kind of health problem. NHS Direct Online (NHSDO) extends NHS Direct, allowing the telephone to be replaced by the Internet, and introducing new opportunities for informing patients about their health. One NHSDO service under development is the Clinical Enquiry Service (CES), which uses Web chat as the communication medium. To identify the opportunities and possible risks of such a service by exploring its safety, feasibility, and patient perceptions about using Web chat to contact a nurse. During a six-day pilot performed in an inner-city general practice in Coventry, non-urgent patients attending their GP were asked to test the service. After filling out three Web forms, patients used a simple Web chat application to communicate with trained NHS Direct triage nurses, who responded with appropriate triage advice. All patients were seen by their GP immediately after using the Web chat service. Safety was explored by comparing the nurse triage end point with the GP's recommended end point. In order to check the feasibility of the service, we measured the duration of the chat session. Patient perceptions were measured before and after using ...Continue Reading

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Aug 21, 2004·Health Information and Libraries Journal·Bob Gann
Dec 13, 2005·BMJ : British Medical Journal·Jeremy C Wyatt, Frank Sullivan
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Oct 18, 2020·Journal of Pain and Symptom Management·Meaghann S WeaverMarie L Neumann

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