NHS Direct Telephone Helpline: Frequency of Use over Time and by Age and Gender in an Outpatient Population

The frequency of awareness and use of the United Kingdom National Health Service (NHS) Direct telephone helpline was measured by questioning consecutive new outpatient referrals seen in a neurology clinic over 3-month periods (January-March) in the years 2002-2008. In a cohort of over 1,500 patients, nearly 60% reported awareness of NHS Direct, with increasing cumulative summed frequency of awareness over time, and nearly 20% had used the service with a similar time trend. Analysis by age showed maximal use in the 31-40-year age group with relative underuse by those older than 50 years. Analysis by gender showed that women were more likely both to have heard of and to have used NHS Direct. These findings indicate a steady growth in awareness and use of NHS Direct, yet large numbers of patients reaching secondary care have not utilized this primary care resource.