NHS DIRECT
- Nancy Rowntree: I have used NHS Direct a couple of times when my daughter has been unwell. On this occasion I asked for advice to get her high temperature down.
After speaking to a health worker, who took basic personal information and symptoms, I was put through to a nurse. She was polite, friendly and I felt like she cared. For instance, she offered to call back later in the evening to check on my daughter's progress.
NHS Direct uses decision-making software to guide the consultation - this shows clearly as you are led through a series of slightly robotic questions rather than the nurse solely using his or her judgment. Sometimes the questions are repeated and sometimes they don't appear to be related to what you asked, so the process can be maddeningly slow if you have real concerns and a screaming baby.
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