Clinical co-operation and interprofessional collaboration for developing new primary care services: the example of NHS Direct

Abstract

This paper examines the importance of inter-professional collaboration in the introduction and development of NHS Direct - the new National Health Service telephone triage service. The service currently has a narrow role providing telephone advice and information to self-selected callers, but could be developed to fulfil a wider set of functions. To do this will require support and co-operation from general practitioners and other primary care professionals, many of whom have been alienated by the rapid introduction of the service without consultation. The paper presents findings from interviews with health professionals involved in setting up NHS Direct at two London sites. It explores the consequences of limited professional commitment and highlights the ways in which collaborative work between health care and other professionals could contribute to the future development of NHS Direct.