Table 3.
Collecting and using directory information
| Problem | Solution |
|---|---|
| Source of directory information is often obscure | Identify key data and most accurate source |
| It is nobody's job to maintain the source | Include directory information in information governance role |
| Too many sources, no coherent map | Map and reduce the number of sources |
| No single format for directory information | Develop a national standard data format for all relevant kinds of directory information |
| Cannot rely on peers or traditional networks in view of shorter working week, rapid staff changes | Use electronic media |
| Directory information changes fast—for example, contacts, laboratory tests, opening hours of pharmacy | Someone must keep it up to date on a central site; discourage print outs |
| Maintaining accurate, up to date contact information takes a lot of work | Reward those who succeed by including it in their job description |
| Most directories are designed for local users in a local context, but data increasingly needed at national level | Ensure national standard format, context seen as national not local |
| Local NHS regularly reorganised | Include directory information management as a function in every new organisation; anticipate and manage risks of disruption |
| Plurality of NHS service provision—private sector, overseas, other providers | Encourage all service providers to use and contribute to NHS directory information |
| Disruption to work caused by use of synchronous communication channels | Encourage use of asynchronous channels instead by providing email or voicemail details |
| Loss of key directory information caused by use of transient channels, such as mobile phones, Post It notes | Use permanent channels |
| Print outs of electronic copy get out of date, and corrections are rarely propagated | Do not print out |
| Data in diary or handheld computer is hidden from other team members and can get lost | Download data, never modify it on handheld computer |
| Variable quality of NHS directory information | Raise awareness of importance of directory information; use it; allow users to improve it; outsource capture and provision of other providers |