CHI sings praises of 'dynamic' NHS Direct Online

NHS Direct Online is a dynamic organisation that embraces new ideas and where staff morale is high, according to a review by the Commission for Health Improvement.The internet service, hosted by Hampshire Ambulance Service trust and NHS Direct Hampshire and Isle of Wight (the local telephone NHS Direct scheme) has a learning culture where staff can influence what learning is available.CHI also praised the NHS Direct self-help guide on common symptoms for its use of plain English and said information officers were well within the target time for responding to an inquiry.However, CHI was concerned that the service did not have an effective system for identifying and reporting adverse incidents and near misses.

Most staff did not know what an incident or near-miss was in their area of work.

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