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NHS Direct

Volume 488: debated on Monday 23 February 2009

To ask the Secretary of State for Health pursuant to his Answer of 3 February 2009, Official Report, column 1109W, on NHS Direct, what the average cost to his Department of a NHS Direct call is; and what proportion of this cost relates to (a) staffing and (b) infrastructure. (257499)

The average cost of a call to NHS Direct’s 0845 46 47 line was £25.53 for 2007-08. Of this cost, staffing accounts for 63 per cent. (£15.96) and other costs account for 37 per cent. (£9.37).

The breakdown of these other costs is provided in the following table:

Service

Proportion (percentage)

Value (£)

Premises

20

1.87

IT

37

3.47

Telecommunications

14

1.31

Establishment expenses

9

0.84

Consultancy services

7

0.66

Other

13

1.22

Total

100

9.37

Note:

These figures do not account for other calls to services provided to national and local commissioners, e.g. calls to The Appointments Line (formerly the Choose and Book Appointments Line) and locally commissioned services.

Source:

NHS Direct