The effect of the introduction of NHS Direct on requests for telephone advice from an accident and emergency department

OBJECTIVES: To assess the effect of the introduction of NHS Direct on advice seeking calls to an accident and emergency (A&E) department. METHODS: Review of departmental telephone advice logbook before and after the introduction of NHS Direct together with recording of the number of calls redirected to NHS Direct by the hospital switchboard and the A&E department. RESULTS: The number of advice calls responded to within the department fell by 72.6% (84 in October 1998, 23 in October 1999). The number of calls redirected to NHS Direct was 242. The total number of calls to the hospital seeking advice thus increased by 315%. CONCLUSION: The introduction of NHS Direct has allowed for a mechanism to be put in place reducing the number of calls for advice being dealt with by the A&E department clinical staff with a concomitant time saving. At the same time the number of calls for advice made by the public to the hospital has dramatically increased.