A qualitative exploration of staff views towards the uptake of NHS Direct

Abstract

Objectives To explore the views of staff to examine the underlying factors that may contribute to the variation of uptake to NHS Direct. Methods Adopting a qualitative approach two focus groups were carried out with staff (n=13); which included registered nurse advisors and health advisors at two NHS Direct sites: Bristol and Manchester in England. Findings were analysed using framework analysis [1] . Results Staff views for explaining reasons why people do and do not engage with NHS Direct focused on themes centred on ‘knowledge of NHS Direct’, ‘attitudes towards NHS Direct’, ‘the cost of using NHS Direct’, ‘time/speed of using NHS Direct’ and finally ‘satisfaction with the service’. Conclusion This research has explored staff views of the barriers and facilitators that may impact on the uptake NHS Direct, which can help enable the development of future promotional campaigns that can target particular sections of the population to encourage use of telephone based healthcare services.