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26 Nov 2008 : Column 2116W—continued


26 Nov 2008 : Column 2117W

26 Nov 2008 : Column 2118W

April May June July August September

2007 to 2008

Calls received by BT switch

198,769

198,348

211,977

261,911

242,953

237,329

Ineffective(1)

4,089

2,181

2,770

6,221

5,836

7,268

Engaged(2)

1216

1

2

9425

6

14

Calls received by TAL

193,464

196,166

209,205

246,265

237,111

230,047

Calls answered

169,100

193,642

202,989

217,877

226,942

220,480

Calls abandoned (received minus answered)

24,364

2,524

6,216

28,388

10,169

9,567

Calls abandoned (after threshold)(3)

862

3,035

18,291

4,583

4,433


October November December January February March

2007 to 2008

Calls received by BT switch

270,624

267,112

207,074

285,655

282,907

277,247

Ineffective(1)

4,647

3,925

2,623

4,958

6,979

7,118

Engaged(2)

18

19

0

7

66

200

Calls received by TAL

265,959

263,168

204,451

280,690

275,862

269,929

Calls answered

262,776

260,812

202,543

274,203

267,235

260,899

Calls abandoned (received minus answered)

3,183

2,356

1,908

6,487

8,627

9,030

Calls abandoned (after threshold)(3)

799

455

428

1,960

3,420

3,165


April May June July August September October

2008 to 2009

Calls received by BT switch

306,532

306,618

311,301

346,001

296,747

327,394

337,839

Ineffective (1)

8,921

7,869

11,510

11,357

6,270

6,175

8,797

Engaged (2)

1411

2279

0

1

1

1

0

Calls received by TAL

296,200

296,470

299,791

334,643

290,476

321,218

329,042

Calls answered

285,982

285,689

285,204

322,462

284,450

312,592

320,415

Calls abandoned (received minus answered)

10,218

10,781

14,587

12,181

6,026

8,626

8,627

Calls abandoned (after threshold) (3)

4,040

3,937

4,936

3,769

1,259

3,056

2,722

(1 )Data on the number of ineffective calls were not collected by NHS Direct prior to September 2006. (2 )Data on the number of engaged calls were not collected by NHS Direct prior to September 2006. (3 )Data on the number of calls abandoned after the threshold were not collected prior to May 2007. Definitions:
Ineffective call: consists of two groups of calls:
1. Calls where the caller abandons after 10 seconds after the end of the message and before the service's equipment can accept the call. The presence of such calls may indicate a problem with NHS Direct’s call transfer processes. 2. Calls routed to a “courtesy” message during service hours. The intelligent network occasionally routes calls to this message when average wait time exceeds a certain threshold. Engaged call: The proportion of calls that are routed to NHS Direct and receive the engaged tone.
Calls abandoned: Calls where the caller abandoned after 10 seconds after the end of the message and before TAL's equipment can accept the call. Calls abandoned after threshold: When calls are presented to a Choose and Book site the customer has the ability to abandon the call before it is answered. If this happens the call is recorded as an abandoned call. Only calls abandoned after 30 seconds of the call being presented to Choose and Book are included for this key performance indicator. Source: NHS Direct.

Patients: Safety

Norman Lamb: To ask the Secretary of State for Health how many patient safety incidents classified as causing (a) no harm, (b) low harm, (c) moderate harm, (d) severe harm and (e) death were recorded in each NHS trust in each quarter since the inception of the National Reporting and Learning System; and if he will break these figures down by type of incident. [239575]

Ann Keen: As a consequence of national health service reconfigurations over the past five years, the information requested is not currently available. The regular National Reporting and Learning System Quarterly Data Summaries from the National Patient Safety Agency (NPSA) provide a breakdown for incidents in England and Wales by degree of harm and incident type, for a range of care settings.

In addition, from February 2009 the NPSA will be publishing NHS trust level data, including a breakdown by incident type and degree of harm.

Pests

Joan Walley: To ask the Secretary of State for Health what assessment he has made of the recommendations of the World Health Organisation's publication The Public Health Significance of the Urban Pests; and what consideration he has given to the recommendation that governments should (a) collect information on vectors and (b) develop capacity to identify pest-related risks in the urban environment. [239507]

Dawn Primarolo: The recommendations of the World Health Organisation in relation to the risks posed to
26 Nov 2008 : Column 2119W
public health by urban pests emphasise the need for a multi-disciplinary approach to risk assessment, management and control measures.

We are satisfied that we have in place in the United Kingdom the necessary capability for the identification and assessment of risks posed by vector-borne infection and pest-related health risks, together with the appropriate infrastructure for a co-ordinated approach to the control and management of such risks.

Pharmacy: Northumberland

Sir Alan Beith: To ask the Secretary of State for Health for what reason the reconvened hearing by the Family Health Services Appeal Authority into the application for a pharmacy at Widdrington Station, Northumberland, has been moved from Northumberland to Harrogate, North Yorkshire. [239934]

Dawn Primarolo: This is a matter for the Family Health Services Appeals Unit.

Pregnancy: Domestic Violence

Mrs. May: To ask the Secretary of State for Health (1) what estimate he has made of the number of domestic violence victims treated by the NHS who were pregnant at the time they received treatment in the last 12 months; [217575]

(2) what guidance his Department provides to healthcare professionals on (a) questioning of pregnant women about domestic violence and (b) provision of treatment to a victim of domestic violence who is pregnant. [217713]

Ann Keen: The information requested on the number of victims of domestic violence treated by the national health service who are pregnant is not collected centrally.

The Department of Health has conducted initial pilot work to explore the best way to collect data in an emergency department, a maternity hospital and GP surgery. Following that, the Department has undertaken feasibility pilots to test and develop a dataset template in accident and emergency departments to collect de-personalised data on domestic violence.

The updated domestic abuse handbook and cd-Rom, responding to domestic abuse: a handbook for health professionals, which was published in December 2005, provides advice and guidance on how the health services can respond to pregnant women who are victims of domestic abuse. Current advice is that routine inquiries should be made of all pregnant women to explore the possibility of domestic violence, in the course of taking a social history and providing information. A copy of the handbook has been placed in the Library.

Primary Care Trusts

Kate Hoey: To ask the Secretary of State for Health if he will place in the Library a copy of his Department's guidance to primary care trusts on implementing separate care. [239553]

Mr. Bradshaw: A copy of the Department of Health's “Draft Guidance on NHS patients who wish to pay for
26 Nov 2008 : Column 2120W
additional private care” has been placed in the Library and is also available at the Department's website at:


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