NHS Direct Information Points

The Requirement

In order to support NHS Direct's online and call centre services, in 2000 the Department of Health issued a tender for the supply of a network of information point kiosks that would include touchscreen, thermal printing facilities and selected kiosks would require direct telephone access to an NHS Direct call centre.

The kiosks were to be located throughout England and sited in pharmacies, supermarkets, hospitals, holiday resorts, universities, libraries and community centres.

In 2000, following a competitive tender process, the Department of Health awarded Amatica an initial £1million contract to supply 150 touchscreen information kiosks.

The contract included kiosk installation and on-site maintenance, as well as remote monitoring and content management.

The Solution

The Envoy kiosk was specifically designed for the NHS Direct project. (See our kiosk catalogue for further details of this kiosk). The Envoy is fully DDA compliant, offering full wheelchair access, in a highly robust and secure enclosure.

The touchscreen information kiosks comprised a specification inclduing Pentium class processor, 15 inch capacitive touch sensitive screen, 112mm high capacity thermal printer for increased field reliability and serviceability and robust telephone handset in selected locations.

Following the successful initial rollout, the contract was further extended by 2 years to include support services and 30 additional kiosks. The kiosk application software (previously supplied by external consultants to the NHS) was also re-developed by Amatica, thereby improving reliability, usability and access for the visually impaired.

The Outcome

Amatica managed the delivery of all objectives set for the NHS Direct Kiosk project:

• new kiosk specifically designed to meet the needs of the project
• 150 kiosks installed and operational within agreed timescales
• an average service availability in excess of 97%

For NHS Direct, the kiosks delivered the following benefits:

• extended access to people without PC and Internet
• addressed issues of social exclusion
• kiosk and components were designed for use by people with visual, physical and mobility impairments
• reinforced the existence and purpose of NHS Direct and the 0845 4647 call line
• message reinforced that pharmacies are an appropriate healthcare for minor ailments
• independent pharmacies benefited through increased customer footfall and visits caused by the presence of an NHS Direct Information kiosk within the pharmacy.