NHS Direct unites databases
Consolidation helps redirect calls to reduce stress on one centre
NHS Direct has consolidated five million patient records into a single database to serve callers more efficiently.
The health telephone service had 22 separate databases at sites around the UK, meaning call centre operators could not access information about patients stored in different places.
Having one database allows the service to function as a single entity rather than as a group of separate organisations, says NHS Direct director of IT, Murray Bain.
‘We can now treat our staff as a single group, and move calls around the country. If we are very busy in one centre and have spare capacity at another then we can move the calls across,’ he said.
‘That means we can flatten the peaks and troughs in demand in patient calls.’
Having a single database has also made it easier for the service to remove duplications in its records. The new .Net-based architecture is more secure than previous systems, says Bain.
‘Guarding one database means security can be improved, and we can also make it more resilient and fail-proof,’ he said.
The database software, from supplier CAS Services, has also allowed NHS Direct to make major changes to its business processes and the way its staff handle calls, says Bain.
‘We have carried out a big training exercise, where we gave staff three days training to help them understand the migration process,’ he said.
‘Obviously that has been quite a big investment for us, allowing us to standardise working practices at the same time as standardising the database.’
Having a single database will allow NHS Direct to improve services to those customers who spend a lot of time on the move, says Ovum analyst Tola Sargeant.
‘Making it more easy for information to be shared on a national basis suits the very mobile people who are much less likely to be near their own GPs when they call,’ she said.
‘Having a single database means every piece of information can be accessed more efficiently. You only have to look in one place to get all the data you need.’
What do you think? Email us at [email protected]
Further Reading: