Who uses telephone based helplines? Relating deprivation indices to users of NHS Direct

• ?>Deprivation increases call rates for adult calls but reduced in calls about children (<15).
• ?>Call rates are highest in areas with deprivation levels at, or just above, the national average.
• ?>Call trends remain consistent when accounting for employment, income and education deprivation.

ObjectivesThis research aimed to explore the impact of individual indices of deprivation on the uptake of NHS Direct.MethodNHS Direct national call data for all 0845 4647 calls made during July, 2010, October, 2010, January, 2011 and April, 2011 (N=1,342,245) were matched to lower super output area population estimates. Call rates were analysed for age, sex and deprivation (health, employment, income, education) usingnegative binominal regression.ResultsSignificant main effects were found for all deprivation×gender×age and gender×age interactions for each of the deprivation indices (p<.001) alongside deprivation×gender for health and disability deprivation across all months. Interactions for deprivation×gender relating to education and employment were found to be non-significant.ConclusionCall rates increased with levels of deprivation at or above the national average, remaining consistent when accounting for employment, income and education deprivation. Further research should explore the underlying factors that contribute to low utilisation to shape future targeted promotional campaigns.