Introduction

NHS Direct is a nurse led telephone helpline initiated by the government in 1997. The object of the service was 'to provide quicker, easier and faster access to advice and information on health and illness and the NHS, so people are better able to care for themselves and their families¹. Recently the service has expanded to include a website, a healthcare guide and NHS Direct information points. These information points are touch-screen computer systems which give advice on health issues, symptoms, conditions and treatments. Four such information points have been installed in pharmacies in Kendal, Windermere, Southport and London. The aim of the study was to explore the publics' and pharmacy staffs' attitudes towards the NHS Direct information points

Methods

The study was cross-sectional and descriptive in design, involving both quantitative and qualitative aspects. Semi-structured interviews were conducted with pharmacy customers and staff to explore their attitudes towards the NHS Direct information points. Information on over-the-counter medicine sales and pharmacy consultations was provided by the pharmacy, and data regarding usage of the points was obtained from NHS Direct.

Results

144 customer interviews took place in the four pharmacies. 64% of customers had heard of the NHS Direct helpline, this represents an increase in awareness from previous research.² However, only 11 respondents had used the service. 85% of respondents had not noticed the NHS Direct information point in the pharmacy in which they were being questioned. Of the 15% who had noticed it, over half were unaware of its purpose. 47% of respondents stated that they would or may use the point in the future. The most popular explanation given by those not showing an interest in using the point was that they would prefer to consult the doctor regarding health matters. Of 15 members of staff interviewed, all reported low or very low usage of the information points. This was mainly attributed to lack of awareness of the presence of the information points and their purpose. No change in sales of over-the counter medicines was seen. It was also concluded that the presence of the points had no effect on the number of pharmacy consultations.

Discussion

Although low usage of the information points has been reported to date, nearly half of customers questioned showed an interest in using the point in the future. Staff comments suggest that higher usage of the points may be achieved by greater promotion, a more noticeable design and a more prominent position within the store. Although no change in sales of over the counter goods was noted, greater usage of the points may encourage the purchase of the products featured on the system.

Conclusion

Further research is needed to determine whether people may choose to seek advice from information points rather than pharmacy staff and therefore if community pharmacies are the most appropriate locations for NHS Direct information points and other such systems.

References

1. Department of Health The New NHS, Modern, Dependable . 1997 London, HMSO.
2. McInerey J, Chillala S, Read C and Evans A Target communities show poor awareness of NHS Direct. Brit Med J 2000: 321; 1077.