NHS Direct (Hansard, 20 November 2001)

§ Dr. Cable
To ask the Secretary of State for Health what the monthly running costs are of NHS Direct. [15311]

§ Ms Blears
During the first six months of 2001–02, the average monthly running costs of NHS Direct sites was £6,341,000. A further £1,800,000 was spent each month on running costs to cover centrally procured services, national management and administrative posts, NHS Direct Online, NHS Direct Information Points and other developments and pilots.

§ Dr. Cable
To ask the Secretary of State for Health what plans he has to establish a system of recording the performance of NHS Direct. [15409]

§ Ms Blears
An NHS Direct performance management framework is being developed which encompasses the principles of continuous quality improvement and will include qualitative as well as quantitative indicators. This will be implemented following consultation with the National Audit Office.
The Department collects information on performance and finance from each NHS Direct site in England.

§ Dr. Cable
To ask the Secretary of State for Health how many members of staff are employed by NHS Direct; and if he will make a statement. [15310]

§ Ms Blears
As of September 2001, NHS Direct employed around 2,240 whole-time equivalent staff, 75 per cent. of whom have direct caller contact.
NHS Direct aims to provide patients and the public with the information and advice they need to look after themselves and their families. It gives people the confidence to look after themselves when it is safe to do so and directs them to the right level of service when they need professional help.
To date NHS Direct has handled over 8,000,000 calls and is currently handling around 100,000 calls per week. Regular satisfaction surveys indicate that over 95 per cent. of callers are satisfied or very satisfied with the service they receive.