Web first for patients contacting NHS Direct over Christmas

Performance statistics published by NHS Direct show its telephone and online services were used around 796,000 times over the festive period (17 December 2012 to 1 January 2013). Over half (58%) of these contacts - around 464,000 - were via NHS Direct's online health and symptom checkers.

The busiest days were Sunday 23 December, Boxing Day (26 December) and the weekend of 29 and 30 December, with over 223,000 contacts over these four days on the phone and online.

Throughout the festive period, around 94% of patients calling the 0845 46 47 service with the most urgent needs were dealt with in less than 20 minutes. Around 41% of patients who called were given advice which allowed them to care for themselves at home, only needing to seek further help if their symptoms persisted.

The Health Protection Agency (HPA) has reported a rise in norovirus this season. NHS Direct's data shows that over the Christmas period around 15,000 people called the 0845 46 47 service about diarrhoea or vomiting symptoms and there were 30,000 uses of the diarrhoea and vomiting online symptom checker. Other common reasons for using NHS Direct over the period were colds and flu, abdominal pain, rashes and skin problems and medicines enquiries.

Nick Chapman, NHS Direct Chief Executive, said: "The Christmas and New Year period is the busiest time of year for NHS Direct. I would like to pay tribute to the commitment and skills of NHS Direct staff who helped many thousands of people access appropriate care, and to care for themselves and their families at home during the holiday period.

"Over half of contacts with NHS Direct this year were via the web and mobile app. This shows that our online health and symptom checkers remain popular with patients, and the importance of the digital channel for providing health advice."