As the pandemic hit, a key task was to ensure the system was up-to-date and drawing on the very latest advice and guidance, says NHS Pathways programme head Mandy Williams.
“We were first alerted in late January to an issue out in China. At that time our guidance was based on where people might have travelled and any potential symptoms they might have had.”
From that moment, the crisis changed by the day. “Certain cities were affected, then whole countries, then cruise ships and hotels. Then Public Health England came out with a set of symptoms and a case definition. We had to update all of our pathways within the system in line with that guidance.”
The usual 8 weekly update of pathways within the system accelerated immediately.
“Things were moving so rapidly, we changed content 3 times in one day. We were working all day and night just keeping that content revised and ensuring the health advisors’ information and training was up-to-date,” Williams says.
“We were in effect delivering a service to the health advisors and clinicians as much as the patients,” says Benger. “This ensured that the information about coronavirus that everybody was using was as accurate and up-to-date as possible.”