§ Dr. CableTo ask the Secretary of State for Health how many cases have been dealt with by NHS Direct;
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NHS Direct Site Geographical Coverage Population Coverage Running Costs 2002–03 Anglia Cambridgeshire, Norfolk & Suffolk 2,200,000 £3,542,000 Avon, Gloucester & Wiltshire Avon, Gloucester & Wiltshire 2,200,000 £4,465,000 Bedfordshire & Hertfordshire Bedfordshire & Hertfordshire 1.700,000 £3,580,000 Birmingham, Black Country & Solihull West Midlands 2,400,000 £4,041,000 East Midlands Leicestershire, Lincolnshire, Derbyshire & Nottinghamshire 3,500,000 £5,606,000 Essex Essex, London Borough of Barking & Havering 2,037,000 £3,815,000 Greater Manchester, Cheshire & Wirral Cheshire 3,900,000 £6,137,000 Hampshire & Isle of Wight Hampshire & Isle of Wight 1,800,000 £4,384,000 Kent, Surrey & Sussex Surrey, Kent & Sussex 4,100,000 £5,560,000 Midlandshires Staffordshire, Shropshire, Herefordshire, Warwickshire & Worcester 3,000,000 £4,073.000 North and Central London Barnet, Barking and Havering, Enfield & Haringey,Kensington. Chelsea & Westminster 1,600,000 £3,121,000 North East Northumberland, Tyne & Wear 2,000,000 £4,693,000 North East London East London & City, Redbridge & Waltham Forest 1,100,000 £2,370,000 North West Coast Lancashire, Merseyside & Cumbria 3,000,000 £4,976,000 South East London Lambeth, Southwark and Lewisham 1,500,000 £3,316,000 how many calls have been abandoned; how many call centres are operational, and where they are; what the runnings costs are of each call centre; and if he will make a statement. [72499]
§ Mr. Lammy[holding answer 23 July 2002]Since its launch in March 1998, NHS Direct has handled 13 million calls. Approximately 7 per cent. of calls made to NHS Direct are abandoned without the caller speaking o a nurse.
There are 22 call centres in operation throughout England. Where they are located and the running costs for each site is outlined in the table.
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NHS Direct Site Geographical Coverage Population Coverage Running Costs2002–03 South West London Croydon, Kingston & Richmond, Merton, Sutton and Wandsworth 1,300,000 £2,620,000 South Yorkshire & Humber South Yorkshire, North Lincolnshire, North East Lincolnshire 1,700.000 £3,150,000 Tees, East & North Yorkshire East Riding, Cleveland & North Yorkshire 1,900,000 £3,580,000 Thames Valley & Northamptonshire Northamptonshire, Buckinghamshire, Oxfordshire & Berkshire 2,800,000 £4,028,000 West Country Cornwall, Devon, Dorset & Somerset 2,700,000 £4,720,000 West London Hillingdon, Brent and Harrow, Ealing, Hammersmith and Hounslow 1,350,000 £4,196,000 West Yorkshire Calderdale & Kirklees, Leeds, Bradford, Wakefield & North Yorkshire 2,100,000 £4,949,000
§ Dr. CableTo ask the Secretary of State for Health, pursuant to his answer of 20 November 2001,Official Report, column 255W, what progress has been made in setting up the NHS Direct performance management framework; and if he will make a statement. [72600]
§ Mr. Lammy[holding answer 23 July 2002]The first version of the NHS direct performance framework was launched in March 2002. The framework is based on the principle of continuous quality improvement and outlines responsibilities and tools for service delivery and the monitoring of performance and improvement at all levels of the organization—from the individual to the national service. The framework also outlines a set of key performance targets for NHS Direct, areas for the development of clinical indicators and areas for the development of internal management measures.