How pandemic flu service will work

What is the National Pandemic Flu Service?
It is a telephone hotline manned by 1,500 operators trained to help callers identify if they have swine flu, and a website that will also help people diagnose themselves. The service will be operating in England.

How will it work?
Callers will be able to speak to an operator. Based on what symptoms you describe, the plan is that they will be able to determine whether or not you have swine flu.

The website service will also enable people to answer a series of questions online to determine whether they have the bug.

People who are diagnosed with swine flu will be told how they can get access to anti-flu drugs.

Why is it being introduced?
There was a big jump in confirmed swine flu infections last week.

In the space of seven days, 55,000 new cases came to light putting huge pressure on NHS services.

In particular, NHS Direct saw its calls rise to around four times the normal winter levels when demand on the service is highest.

Ministers decided they had to get the helpline up and running to take some of the pressure off the NHS.

Who will answer the phone?
Around 1,500 people have been brought in to staff the helpline. They will be based at call centres in places such as Bristol, Plymouth, Cardiff and Newry in Northern Ireland.

Another 500 people will be available to staff the service if call levels rise.

Phone operators will not have medical training, but will have computer software enabling them to find out whether a caller is suffering from a specific set of symptoms.

When will the phone service be available?
It will initially be open for 15 hours a day, with precise timings to be confirmed.

There is capacity for the phone service to run 24 hours a day if necessary.

How will the drugs be dispensed?
People who have swine flu symptoms will be given a unique access number and told where their nearest anti-viral collection point is.

They will then need to nominate a "flu friend" - a friend or relative who doesn't have swine flu - to go and pick up their medicine.

The flu friend must show their own identification as well - as that of the patient. Acceptable ID includes: a utility bill; passport; a credit or debit card; driving licence; or NHS card.

Will the system be open to abuse?
Yes. Medical experts fear it will not be long before the "correct" answers that allow people to get anti-viral drugs will appear on the internet.

But the government is apparently accepting this as a price worth paying to relieve the pressure on the NHS.

How long will it run?The service is expected to run for the next six months, depending on the severity of swine flu outbreak.

Why does it only cover England?
The other UK regions of Scotland, Northern Ireland and Wales are initially staying out of the service as the demands on their health services are much lower than in England.

But it is understood that all three areas will be able to share the service at a later date if needed.