NHS Direct is bracing itself for its busiest Christmas period since its launch in 1999, having launched a new channel on Freeview to enable it to reach an extra 6.4 million households.
The service is expecting to take over 70,000 calls and have over 50,000 website hits in Christmas week – with most calls expected on Boxing Day. The second of January, the return date for most workers, is expected to be their busiest day for calls ever.
The information and advice service has told E-Health Insider that they are preparing for an influx of calls over the festive period, after taking around 75,000 calls during the Christmas holidays last year.
The NHS’s national telephone and online health advice service, currently takes seven million phone calls each year, with 20m people visiting the NHS Direct website annually. NHS Direct’s interactive service with satellite and cable digital TV providers, currently reaches over 8m people.
A spokesperson told E-Health Insider: "For the first time, people with Freeview, will be able to access NHS Direct. This new service will enable millions of TV viewers to freely access 150 pages packed with health information simply by hopping to channel 108 for NHS Direct Interactive.”
Health Minister Lord Warner said: “It is great to see NHS Direct improving access to quality health care information for even more people. NHS Direct has been at the forefront of providing innovative sources of health care information since it was launched in 1999. It is a reflection of their continuing commitment to improving the nation’s health that they will now provide easy access to information for those with Freeview.”
The NHS Direct spokesperson said that the service is open 24 hours, seven days a week, for all 365 days of the year. “We know all too well that patients may experience health problems, such as overindulgence during this festive season, and we will have nurses and operators ready to guide patients through their symptoms, rather than having to sit in crowded A+E departments. We can also help provide assistance with how to deal with kitchen accidents or finding nearby healthcare services if you are away from home.”
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NHS ambulance trusts have also released a statement asking patients to remember that 999 is for emergencies only, and not for drunk party-goers or others who have overindulged in the festive spirit.
Russell Smith, deputy director of operations at London Ambulance Service said: “We received 15% more 999 calls last year compared to the average number of calls received in the same periods across the three previous weeks. This stretched out resources and made it extremely difficult to maintain our usual level of service.
“While we hope that those who go out celebrating with friends and colleagues have a good time, we would remind everyone that 999 is for emergencies only so that we are available for those people who really need our help. As ever, our priority will be to attend patients who are in a potentially life-threatening condition, as well as the elderly and patients with chronic conditions.”
The ambulance trusts are advising any patients who feel ill, but not in need of emergency care to contact NHS Direct or NHS walk-in-centres.
“Anyone who suffers a more minor illness or injury – or who wakes up feeling a little worse for wear – should think about using other healthcare options, such as their local pharmacist or NHS walk-in centre, or NHS Direct. If people need to go to hospital for non-emergency treatment, they should use a taxi or get a lift with a friend or family member.”
Ambulance staff in the West country have said that they may strike over Christmas in a dispute involving pay and conditions.
Staff are thought to be considering a four-hour strike on December 24 and 25 following a dispute between Unison and the trust over pay and conditions with further action believed to be planned for New Year’s Eve and New Year’s Day.