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NHS 111

NHS 111. Islington CCG Patient Participation Group 20 June 2013. About the service. NHS 111 is a new non-emergency telephone service when people need medical help or advice, but it isn’t a 999 emergency Replaces NHS Direct as the single number to call for urgent care advice

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NHS 111

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  1. NHS 111 Islington CCG Patient Participation Group20 June 2013

  2. About the service • NHS 111 is a new non-emergency telephone service when people need medical help or advice, but it isn’t a 999 emergency • Replaces NHS Direct as the single number to call for urgent care advice • Staffed by a team of fully trained advisers, supported by experienced clinicians • NHS 111 gives healthcare advice and directs patients to the right local service e.g. a local GP, another doctor, urgent care centre, community nurses, emergency dentist or late-opening pharmacy • If it is an emergency, an ambulance is despatched immediately without the need for any further assessment • NHS 111 is staffed around the clock, 365 days a year. Calls from landlines and mobile phones are free

  3. When to call NHS 111 • Residents should call NHS 111 if: • they think they may need urgent care and their GP surgery is closed • they don't think it can wait for an appointment with their GP, or • they don't know who to call for medical help. • If someone has a life threatening condition (i.e. serious injury, heart attack, stroke) it is important to call 999 immediately • For less urgent health needs, residents should still contact their GP, local pharmacist or dentist.

  4. Launch of NHS 111 • Service launched on 12 March 2013 following a ‘soft launch’ in February which allowed calls to build up gradually • Service is provided by London Central & West Unscheduled Care Collaborative (LCW) - an established provider of unscheduled care in the inner North West London • Local service developed jointly with CCGs and GPs. Extensive engagement with stakeholders in the 18 months prior to launch • Call operators undergo extensive and continuous training – 3 weeks’ pathway training plus additional training. Ongoingcall coaching is provided as part of their induction and all undergo formal assessment by an accredited trainer.

  5. How 111 is performing locally • NHS 111 is providing a good service for local residents and performance is continuing to improve. • There are around 400 calls per day to NHS 111from residents across Islington, Camden Barnet, Enfield and Haringey. Latest data shows that around 93% of these calls are answered within 60 seconds. On average, ambulances are dispatched for 10% of calls (a good indicator of service quality) and only 2% of calls are ‘abandoned’ where a caller hangs up before speaking to an operator. • All NHS 111 services experienced an increase demand following the switchover from NHS Direct’s 0845 service, however challenges are more pronounced outside of London which has attracted media attention. • LCW and commissioners are closely monitoring performance of NHS 111 services locally.

  6. Have you used NHS 111 locally? • We are keen to hear about your experience of NHS 111 services locally. • Patients can give their views by telephoning 111 or via email: LCW111@nhs.net

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