NHS Direct has achieved Customer Contact Association (CCA) Global Standard© for its telephone customer services. The telephone advice service is the first NHS organisation to achieve the certification.

CCA Global Standard© is the only industry standard supporting the core standards for telephone services set by the Department of Health. All services will have to attain this certification in the future before being allowed to provide services to the NHS.

NHS Direct has been promoting best practice in its operation and has been sharing the knowledge accrued from the accreditation process with NHS Direct Wales, NHS 24 in Scotland and other bodies.

As part of the certification process, 50 employees at NHS Direct were deployed nationwide as ‘CCA Champions’ to ensure consistency in the telephone service’s standards.

NHS Direct’s programme team will also work in partnership with the Department for Work and Pensions, HM Revenue and Customs and Job Centre Plus Directorate.

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