Demand exceeds capacity for NHS DirectBMJ 2003; 327 doi: https://doi.org/10.1136/bmj.327.7424.1126-d (Published 13 November 2003) Cite this as: BMJ 2003;327:1126
- Roger Dobson
NHS Direct is now so popular, with one million contacts a month, that some call centres are facing capacity problems.
According to a report by the health watchdog, the Commission for Health Improvement (CHI), some centres are missing, or close to missing, national targets to answer 90% of telephone calls within 30 seconds and to triage 90% of callers with symptoms within 20 minutes.
The report, the first independent national assessment of the five year old service, …