NHS helpline plan to expand use of digital consultations
Health advice platform is set to be trialled by single board
MEDICAL consultations could be conducted via confidential web chats under plans outlined by the new chief executive of Scottish helpline NHS 24.
Patients can already talk about issues such as quitting smoking or organising care for a relative with an adviser over the internet.
Angiolina Foster, who was parachuted into the role of chief executive at NHS 24 amid an IT fiasco, has outlined plans to expand the ways in which patients can obtain healthcare advice.
Ms Foster, in her first interview since being appointed, reflected that those under the age of 35, in particular, choose to access information through their mobile phones – but not necessarily by making phone calls.
She said: “Offering channel choice to people is both sensible because there’s channel preferences now, but also it is a way of making sure the services offered are economically delivered as well.
“For me, increasing the digital presence of our service offering is a way of getting closer to citizens.”
NHS 24 has already conducted a trial sending unsolicited messages about quitting smoking to people who mentioned their nicotine habits on Twitter.
Ms Foster noted research by Stonewall, which supports lesbian, gay, bisexual and transgender individuals, that found the community tended to be “less comfortable” about going to GP surgeries or hospital clinics and preferred the “privacy” of ringing NHS 24.
The web chats already offered by NHS 24 involve using a widget (an internet icon) on the website to start a conversation. Across smoking, care and fit for work services they are conducting between 80 and 140 webchats a month. Within specified hours, those who instigate a conversation, should get an immediate response.
A new IT and telecommunications platform for handling all calls and patient information at NHS 24 has been the subject of snowballing controversy and concern. It is £50 million over budget, more than three years behind schedule and was launched twice last year only to be withdrawn amid safety fears.
The latest board papers refer to the need for 104 system changes to ensure the system is ready for relaunch.
Ms Foster, who also heads up Healthcare Improvement Scotland which inspects hospitals and care services, is the third chief executive to try to deliver the package.
She said some staff would start using the technology, known as the Future Programme, at the end of September, but not those manning the 111 phone number, which takes all calls to GPs when surgeries are shut. Instead, a single health board area will be chosen to pilot the new technology on the 111 line next spring. Esther Roberton, chairwoman of NHS 24, said the organisation had learned from the aborted launches last year.
Catherine Somerville, campaigns, policy and research manager for Stonewall Scotland, welcomed the prospect of new ways to seek health advice. She said: “Any steps to improve the accessibility of all NHS services for LGBT patients is positive. We look forward to working with NHS 24 to ensure this move continues to improve the experiences of LGBT patients.”