A cost-minimisation study of 1,001 NHS Direct users.

Area of Science:

• Health Economics
• Public Health
• Healthcare Management

Background:

• The financial and quality of life impact of the NHS Direct telephone helpline was assessed from the perspective of NHS service providers.
• The study focused on the '0845' NHS Direct service, a key component of the National Health Service.

Purpose of the Study:

• To determine the financial and quality of life impact of patients calling the NHS Direct telephone helpline.
• To compare the cost-effectiveness of NHS Direct recommendations versus patients' self-stated first alternatives.

Main Methods:

• Cost-minimisation analysis using data from a national survey of 1,001 NHS Direct callers.
• Follow-up surveys assessed cost comparisons and quality of life using the EQ-5D Visual Analogue Scale.
• Analysis compared NHS Direct's recommended care pathway with the patient's initially intended healthcare seeking behaviour.

Main Results:

• Significant differences in referral patterns were observed between NHS Direct recommendations and patient-stated alternatives (p < 0.001).
• NHS Direct recommendations resulted in per-patient cost savings across various care settings, averaging £19.55 (36% saving).
• Annual cost savings for 5 million calls were estimated at over £97 million, with significant improvements in patient quality of life observed.

Conclusions:

• The NHS Direct '0845' service generated substantial cost savings through effective patient referrals.
• These savings were achieved without perceived harm to patients, as evidenced by improvements in health-related quality of life.
• The study demonstrates the value of NHS Direct in optimizing resource allocation within the NHS.