Evaluation of NHS Direct Online Clinical Enquiry Service
Author Information
Author(s): Nina Eminovic, Jeremy C Wyatt, Aideen M Tarpey, Gerard Murray, Grant J Ingrams
Primary Institution: Academic Medical Centre, Department of Medical Informatics
Hypothesis
What are the opportunities and risks of using a Web chat service for contacting nurses?
Conclusion
The Clinical Enquiry Service was found to be safe for non-urgent patients, but the long duration of Web chat sessions raises concerns about sustainability.
Supporting Evidence
- 45% of cases had an exact match between nurse and GP endpoints.
- Median duration of Web chat sessions was 30 minutes, which is more than twice the median for NHS Direct telephone calls.
- Patients reported a significant improvement in their perception of the service after using it.
Takeaway
This study tested a new way for people to chat with nurses online about health issues, and it worked well, but it took too long to be practical.
Methodology
Patients used a Web chat application to communicate with trained nurses after filling out online forms, and their perceptions were measured before and after the service.
Potential Biases
Patients were not typical users as they had already decided to visit their GP, which may affect the generalizability of the results.
Limitations
The study did not include urgent cases, which limits the ability to assess the service's safety in real-life situations.
Participant Demographics
Mean age 48 years; 57% female; varied in age, educational background, and occupation.
Statistical Information
P-Value
0.008
Confidence Interval
95% CI 7.4 to 1.3
Statistical Significance
p=0.008
Digital Object Identifier (DOI)
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