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NHS 24 KMS

Implementing a Knowledge Management System for NHS 24

NHS 24, the Scottish equivalent of NHS Direct, provides out-of-hours healthcare advice to patients.

Challenge

With growing service demands (patients demanding quicker response times to calls and query resolution), NHS 24 specialists were finding it increasingly difficult to access the required information - often needing to source information from up to 7 systems.

Solution

LSC Group implemented a sophisticated Knowledge Management System (KMS) that would improve the management of information, enabling NHS 24 to deliver accurate patient information at the point of need.

The solution:

  • Integrates existing, disparate information sources
  • Automates existing manual processes
  • Enables staff to retrieve information from trusted health sources more quickly and efficiently
  • Improves information creation, with staff able to create and update content alongside partner organisations in a secure environment

Benefits

The KMS has significantly improved the service provided to NHS 24 users. The system has:

  • Improves the consistency and reliability of information
  • Makes better use of existing data
  • Improves knowledge sharing across the organisation
  • Reduces the time taken for NHS 24 frontline staff to retrieve relevant information
  • Contributes to the delivery of better patient care

The benefits being reaped by NHS 24 have instigated interest from several other Scottish Health organisations.