Twenty years' experience of a telehealth service in the UK

Since 1996 a small call centre has been operated to provide instant self-help, non-medical advice to members. Non-clinical advisers work under a medical director. The scheme grew to 1,200 member-families from a regional catchment area, peaking at 2,500 across the country. About 30-50 telephone calls are received each day and up to 1,000 Web visits per day; about 20-50 postal items are sent out daily to members. In a telephone poll during 2001, half of our current members said that they used the National Health Service about 70% less than before they joined, but a third said that they used complementary and alternative medicines 80% more. Half had gained in confidence by about 50% in managing their own health. Members most often join for alternative medical help with a specific problem, but stay if they begin to appreciate the help we can give them in regaining and keeping health in the round. Our retention of new members for a second year is only 10-20%. The 'barefoot' profession of telehealth adviser appears to meet a community need.