Brief Intervention Alcohol Telephone Service Role of NHS 24

Brief Intervention Alcohol Telephone Service Role of NHS 24

DOCUMENT INFORMATION AND REVISION HISTORY File Name Original Author(s) Brief Intervention Alcohol Telephone Service Business Process Manager Version Date Author(s) Revision Notes 0.1 30/07/08 L Bennie Original Version 0.2 05/09/08 L Bennie Addition of proposed costings, as currently available, with some minor changes following comments from CS 0.3 24/09/08 L Bennie Changes following discussions with Julia Martin. 1.0 24/09/08 L Bennie Ready to go to Exec Team 1.1 06/10/08 L Bennie 1.2 09/10/08 L Bennie Revised following request for more details from Chris Stewart Revised following further feedback from Chris Stewart, and Julia Martin 1.3 14/10/08 L Bennie Revised following addition of recurring costs 1.4 23/10/08 L Bennie Revised following comments from Chris Stewart 1.5 30/10/08 L Bennie Revised following comments from Evie McLaren (SGHD) V2.0 11/11/08 L Bennie Approved at Exec Team DOCUMENT VERSION APPROVALS (DOES NOT APPLY TO DRAFT VERSIONS)

Brief Intervention Alcohol Telephone Service Role of NHS 24 BRIEF INTERVENTION ALCOHOL TELEPHONE SERVICE...1 ROLE OF NHS 24...1 1 OVERVIEW...4 2. BACKGROUND...5 3. RESOURCE IMPLICATIONS FOR THE SET-UP OF THIS SERVICE...6 3.1 Staff and Administration...7 3.2 Telephony and System Development set-up costs...8 3.3 Website Development...8 3.4 Marketing...9 3.5 Reporting and Evaluation...9 4. RESOURCE IMPLICATIONS FOR THE ONGOING SERVICE...10 4.1 Staff and Administration...10 4.2 Telephony and System recurring costs...11 4.3 Website maintenance...11 4.4 Marketing...11 4.5 Reporting and Evaluation...11

1 OVERVIEW As outlined within Updated Plan for Action on Alcohol Problems (2007), NHS 24 has been tasked with setting up a telephone service to provide brief intervention, signposting and referral. This work will complement the new HEAT target (H4) on alcohol screening and brief interventions and the SG s focus on early intervention and support. This service is to be aimed at hazardous and harmful drinkers, initially being referred to the telephone service by existing services such as OOH GP, NHS Helpline, Breathing Space, NHS 24 (although recognising that this will be a potentially small number of calls), A&E Depts, Police. In addition, there will be an online resource which will be accessible by professionals and public, via NHS 24.com/alcohol, which can provide sign-posting to local services, quality assured links to other approved web-sites, and self-help resources such as a drinking diary, printable leaflets. The line would utilise the recognised, appropriate screening tool - FAST - to advise appropriate information and referral, where required, to individuals. This will be embedded within the system used to create the records of contacts to the line. NHS 24 is working in partnership with SGHD and Health Scotland to deliver this service. 4

2. BACKGROUND To complement the NHS HEAT target on brief interventions, providing opportunistic interventions where appropriate and acting as a source of ongoing support, a central telephone service will be set-up, hosted by NHS 24. NHS 24 strives to be a user of information, not an owner. We recognise that the vast majority of the information we require has already been collated in some form and is being managed by different bodies across Scotland and the UK. Therefore, rather than duplicating work that has already been done, NHS 24 attempts to make use of existing resources whenever possible. The key roles that will be carried out by NHS 24 include: delivery of a stand-alone telephone service, operated by appropriately skilled and trained, non-clinical staff development of web-zone (www.nhs24.com/alcohol) and telephone services to meet the needs of the new service, building on the existing information already captured routinely with Health Boards working with professional stakeholders to promote the service which will include advertising and awareness raising work in partnership with Boards around the development of information they currently produce and its maintenance development of a service level agreement and appropriate reporting provision of a system which will enable the appropriate keeping of records for this service, to enable clear reporting on a local and national level provision of a telephony system to enable appropriate messaging and routing of calls, to best suit the call demand and nature of the service provision of appropriately trained staff to resource the line and provide quality support and information to callers NHS 24 would also propose that full evaluation of the service is carried out. 5

3. RESOURCE IMPLICATIONS FOR THE SET-UP OF THIS SERVICE The anticipated resource implications for NHS 24 have been broken down into the following sections: 3.1 Staff and Administration 3.2 Telephony and System Development set-up costs 3.3 Website Development 3.4 Marketing 3.5 Evaluation It should be noted that the figures noted below are based on the initial discussions held with SGHD, and on past stand-alone telephone services which have already been set-up and run by NHS 24. 6

3.1 Staff and Administration NHS 24 will co-ordinate and administer the information capture to support the telephone service. To ensure this information is captured, quality assured and accurate NHS 24 would require to recruit 1.0 WTE Knowledge Team Resource for this work (split over Officer and Assistant). To manage the project, and support the Project Sponsor to deliver the project against plan and budget, Project Management resource has been assigned to this project, equal to 0.4 WTE. The table below details the set-up staffing requirement and responsibilities: Role Officer (0.5 WTE) Assistant (0.5 WTE) Project Management (0.4 WTE) Overview of Role Analyse and source appropriate resources to fulfil information needs as detail on brief intervention information requirements. Manage work-plan for information production. Support delivery of training relating to brief intervention. Ensure that a high quality of content is delivered to the web and telephone service by developing sound information management processes and documentation, and taking responsibility for their implementation. Manage and support Assistant. Receive and manage information development suggestions and feedback/issues from partner organisations. Implementation of agreed accessibility standards Investigate and find resolutions to data problems. Input of all information captured, once sourced, within the relevant systems Work closely with Officer and feedback any issues around systems or data Be a point of contact for the project, working with partner organisations to confirm information held Support the ongoing capture and maintenance of the information within the relevant systems To co-ordinate and lead the running of the project, ensuring all actions are undertaken, and monitoring the progress of the project against the project plan and agreed budget. Escalation and tracking of any issues to the Project Advisory Group. Good communication with all workstream leads within project team, project sponsor and all members of the project advisory group. The set-up cost of this total staffing compliment would be 28,777 (including recruitment costs of 1,024). 7

3.2 Telephony and System Development set-up costs Telephony Development There requires to be a new telephone line set-up to support this service, to be run on behalf of SGHD. Costs of the set-up and ongoing running costs would be met by SGHD. The line would be accessible via an 0845 number. The cost of potentially using a gold number from BT have been included within the set-up costs, although this decision has not yet been fully agreed. The agreed messaging on the line, which will provide callers with information when they contact the service, will be professionally recorded. This cost has been included within the telephony set-up costs. The line will be resourced by NHS 24 Health Advisors. As this service is marketed, it is anticipated that the calls to this service will rise. If call volumes rise significantly NHS 24 will incur increased call charges and may require to recruit further Health Advisors. As NHS 24 are unable, at this stage, to estimate the rise in call volume no additional costs have been incorporated. NHS 24 suggests this be reviewed with SGHD and Health Scotland 3-6 months after the launch of the new service. The estimated cost for the set-up of the new telephony number, including recording of the messaging, is 4,501. System Development In addition there would be system development required, to support the capturing of caller information for evaluation and monitoring purposes. A business case will be developed to support the decisions around which system would be the best-fit for the service. To enable a reasonable estimate for the costs for the development of a system, the recent purchase, build and development of SugarCRM to support the Living Life service, was used (acknowledging that this included the purchasing of a system which will not be required for BIATS). Therefore, within the budget 50K has been identified for system development, with 10k as contingency. 3.3 Website Development nhs24.com underwent a redesign in 2007 to ensure the website provided robust, meaningful, quality assured information to support and compliment the NHS 24 core service. To do this a new zone will be created within the NHS24.com site. This would be accessed via NHS24.com/alcohol. It would enable all specific alcohol related resources to be contained within a specific area, enabling simpler user access both for NHS24 staff, other professionals and the public. To support the new information which would be available to support the telephone service, NHS 24 would like to: develop content of the existing support groups data base, and enabling filtering of this information into a specific alcohol information group ensure this section is user-friendly, and accessible for both public and professional users as possible 8

develop icon to be available on GP (and other) users desk-top, to enable direct professional access to information (NHS24.com/alcohol), which is updated and maintained at single source, NHS 24 enable alcohol zone to also search and provide information from other quality assured NHS sources, such as NHS Choices It is estimated the cost to carry out the above work would be 9,000 this covers both the generation of the icon, and the web-development of the alcohol zone within NHS24.com. 3.4 Marketing All marketing will be covered by SGHD and NHS Health Scotland. There will be a professional stakeholder campaign, to raise the awareness of the service amongst professionals. This will promote referrals into the service, rather than a national, public facing campaign. This approach means the helpline will provide ongoing support following on from a brief intervention, i.e. an individual attending an existing service with a health professional would receive the contact details for the BIATS to empower the individual to get additional support. In addition, the number could be distributed via non-health professionals e.g. social work or police, to encourage individuals to seek support. The plan for marketing will be based around awareness raising within defined sectors. Aiming that this service will not be promoted singularly as a health based service, it will not be branded as NHS or NHS 24, but will be a government initiative. 3.5 Reporting and Evaluation The evaluation of this service will be undertaken by NHS Health Scotland. The reporting of the activities of the service run by NHS 24 will be undertaken by NHS 24, providing the information as requested by SGHD and NHS Health Scotland. The requirements for the reporting of activity are aiming to be built into the system where possible, to enable accurate and timely reporting to SGHD and NHS Health Scotland. One of the main requirements is to enable reporting of referrals per Health Board this will be included within the system requirements. 9

4. RESOURCE IMPLICATIONS FOR THE ONGOING SERVICE The anticipated resource implications for NHS 24 have been broken down into the following sections: 3.1 Staff and Administration 3.2 Telephony and System recurring costs 3.3 Website Development 3.4 Marketing 3.5 Evaluation It should be noted that the figures noted below are based on the initial discussions held with SGHD, and on past stand-alone telephone services which have already been set-up and run by NHS 24. 4.1 Staff and Administration Role Overview of Role Officer (0.5 WTE) Assistant (0.5 WTE) Health Advisor (0.6 WTE) Team Leader (0.1 WTE) Services (0.25 WTE) Continue to liaise with local and national services to ensure that all information contained within the support groups database is maintained and updated. Ongoing maintenance and update of the information contained within the Support Groups Database To co-ordinate and lead the running of the project, ensuring all actions are undertaken, and monitoring the progress of the project against the project plan and agreed budget. Escalation and tracking of any issues to the Project Advisory Group. Good communication with all workstream leads within project team, project sponsor and all members of the project advisory group. Provide ongoing management to the HIAs in relation to this service. Ensuring team is included in all relevant training and communication. Providing ongoing reporting support to the telephone service, standard and ad-hoc requests for information in relation to activity on the telephone service. The total recurring cost of this staffing compliment for year 2009/10 would be 63,900. 10

4.2 Telephony and System recurring costs Ongoing telephony costs Once the 0845 number has been set-up, there will be recurring costs around the call plan and line rental. There is no charge per call for the 0845 number. There are also associated costs around data storage of the recoded calls to the service. This cost, however, is minimal and should be covered within any contingency. The cost will be 125 per quarter. Ongoing system costs Assuming that PRM is chosen as the developer for the system requirements (although this is awaiting the outcome of the options appraisal), there will be no further costs around the support of the system as this is contained within the existing contracts with Clinical Solutions. In addition, no licenses will require to be purchased for users, as they are existing users within the PRM system. However, if there was a requirement for further developments or changes to the system, this would incur additional costs, which have not been included at this stage. 4.3 Website maintenance Dog Digital have quoted for the ongoing maintenance of the web-site following launch. This will be a cost of 50 per month. 4.4 Marketing As for the set-up phase of this project, all the marketing for the alcohol service, will continue to be managed by SGHD and NHS Health Scotland. All costs related to this will be covered by SGHD and NHS Health Scotland. 4.5 Reporting and Evaluation The ongoing evaluation of this service will be undertaken by NHS Health Scotland. The reporting of the activities of the service run by NHS 24 will be undertaken by NHS 24, providing the information as requested by SGHD and NHS Health Scotland. Where possible, the reporting requirements will be captured within the set-up phase of the project, and therefore there should be minimal addition requirements once the service launches. 11