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How has NHS Direct changed primary care provision?

Annabelle L Mark1, Ifan D H Shepherd

  • 1Middlesex University Business School, London, UK. a.mark@mdx.ac.uk

Journal of Telemedicine and Telecare
|September 4, 2003
PubMed
Summary
This summary is machine-generated.

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Implementing the national health service (NHS) Direct telephone triage service impacted patient outcomes and triage nurse experiences in a large West London general practice. This study analyzed changes in care delivery and staff perceptions during this transition.

Area of Science:

  • Primary Care Medicine
  • Health Services Research
  • Nursing Studies

Background:

  • General practices are evolving, necessitating an understanding of how organizational changes affect patient care and staff.
  • Telephone triage services represent a significant shift in primary care access and delivery.

Purpose of the Study:

  • To evaluate the impact of the introduction of NHS Direct on patient outcomes.
  • To examine changes in the behavior, perceptions, and work experience of triage nurses during this transition.

Main Methods:

  • Utilized a mixed-methods approach combining quantitative analysis of anonymized patient computer records.
  • Employed qualitative data analysis to understand the experiences of triage nurses.

Main Results:

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  • Observed significant changes in patient outcomes correlating with the introduction of NHS Direct.
  • Identified notable shifts in triage nurses' behavior, attitudes, and overall work experience.

Conclusions:

  • Organizational modifications within primary care settings can lead to substantial behavioral and attitudinal transitions among healthcare professionals.
  • The implementation of national telephone triage services profoundly influences both patient care dynamics and nursing practice.