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Assessing the urgency of every call

To ensure patients access the right health service for their needs first time, we have been using a clinical decision support system known as NHS Pathways since October 2006.

NHS Pathways is an advanced clinical triage system that provides us with the ability to identify the medical needs of 999 and 111 calls so we can direct patients to the right care, in the right place and at the right time.

These could be, but is not limited to, an ambulance response, advice to contact their own GP or the out of hours' doctors service, visit the local minor injury unit or walk in centre or home care.

This new system has assessed more than two million patients across the North East and has improved patients' experiences of the NHS by avoiding unnecessary delays.

The NHS as whole has also benefited through a reduction in unnecessary ambulance journeys and in avoidable admissions to hospital via A&E.

NHS Pathways is supported by a robust, accurate and up-to-date directory of services.