Presentation on
HSE National Information Line from
Geraldine Kane, Senior Administrative Officer, Louth PCCC to
Regional Health Forum – Dublin North East Monday, 27th June, 2011
H.S.E. National Information Line Call Save 1850 24 1850
HSE National Information Line set up in 2005/2006 Information Line was set up as a recommendation contained in Primary Care Strategy (Action 9) “A system of direct telephone and electronic access to primary services will be introduced for each region” Members of public have one single number to ring Information provided on approximately 160 topics relating to health services, entitlements, eligibility, application forms and contact details as required
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Background: HSE provided information services to the public through 5 different locations; Ardee, Cork, Donegal, Limerick and Dublin Each centre accessed through five different telephone numbers with varying degrees of information and information systems System was fragmented and the information was not standardised nationally
fragmented CUSTOMER care STRUCTURE re er Ca , m o t Cus S lig o , l a g e Don itrim Le 3 6 31 3 6 1850
Customer Services Dr Stevens, Dublin 1800 520 520
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Eolas k Limeric
Custom er Cork & Care Kerry
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Objective:  To develop a National Information Line which allows members of the public across the country to access health and social service information by calling a single low call number. That the information be available and consistent regardless of geographic location.  A review was undertaken in early 2007 to examine the five different sites with a view to achieving the above objective
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Final Recommendation:  Having explored all options, a decision was reached to integrate the services  Ardee site chosen to develop as the main centre for HSE National telephone service
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The Service: Current data base is based on Lotus Notes application which has 3 strands; Content Repository, Call logging & archive facility Gold standard call management centre developed which facilitates 12 Telephonist with an additional 10 lines in case of emergencies High specification telephone system installed for National Information line.
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The National Information Line was formally launched
by Professor Brendan Drumm in June 2006 The line operates from 8am – 8pm Monday – Saturday incl. Extended hours allow members of the public to access the service after five in the evenings and at week-ends Statistics: Yearly 2009 = 167,645 calls 2010 = 141,450 calls
Top 10 Topics • • • • • • • • • •
Medical Cards & over 70’s Medical Cards EHIC (European Health Insurance Cards) DPS (Drug Payment Scheme) Community Welfare Services P.H.N (Public Health Nursing) Fair Deal Scheme Older People Services Elder Abuse Back to School Allowances Winter Initiative
H.S.E. National Information Line Call Save 1850 24 1850 The National Information Line has proved to be a major resource for the HSE in dealing with a number of National Information services; Medical Cards & over 70’s Doctor Only Visit Cards – DVOC Pharmacy Issue Swine Flu Elder Abuse reporting Nursing Home Repayment Scheme MHA – Consultant 2nd Opinion – Nat. Data Base Winter Initiative HSE Complaints Policy & Procedure
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Benefits to HSE: There is one unified National Information Line Statistics and trends can be captured and beneficial in planning future services Facility and capacity is readily available to react to National initiatives, e.g. Flu pandemic Potential to explore future uses for services; National co-ordination of A&E waiting times in hospitals and possible out-patient appointment clinic scheduling etc.
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Benefits for the Public: Members of the public have access to all Health Service Information by calling a single lo-call number – 1850 24 1850 regardless of geographic location. Trained Telephonists to deal specifically with callers queries and help them navigate through our complex health services Confidential service – there is no requirement on clients to provide personal details, i.e. name, address etc. unless forms are being sent out.
Benefits for the Public (Cont’d..)
A voice at the end of the phone is of huge benefit for the client – especially the elderly. Information Line can be utilised to assist with national initiatives or unforeseen events. A direct e-mail facility – Info@hse.ie Facility to run Health Promotion Campaigns nationally, for example Breast Cancer Awareness Week, Continence Awareness Week, National Childhood Immunisation Week, Smoking Cessation
Evaluation & Patient Satisfaction Survey
The Information Line was evaluated in 2009 Patient Satisfaction Survey carried out “The survey revealed extremely high levels of customer satisfaction concerning patient experience” The overall satisfaction rating with regard to quality of service was 97% with 83% of respondents stating they were very satisfied. This was primarily attributed to quick and efficient service and professional and friendly staff.
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The Future: HSE National Information line will continue to work in close partnership with HSE Consumer Affairs Assist with HSE Complaints Policy “Your Service Your Say” Inter-linkage to HSE Intranet Direct links to HSE web-site Continue to work in partnership with voluntary sectors, e.g. CIC’s (Citizen Information Centres), Age Action/Senior Help Lines and Patient Focus Groups
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Summarise:  The HSE has developed an integrated National Information Line which allows members of the public ease of access to health & social service information and entitlements. It will operate strictly as a confidential service and one that will respect the rights, privacy and dignity of the Client at all times
Questions?