NHS 111 report

Over recent years Healthwatch Worcestershire has received a variety of feedback via their engagement, surveys and people contacting them, about people’s awareness and experiences of NHS 111. This included some people telling them of their concerns about long waits for a call back, the scripted nature of questions asked and over cautious advice.

Healthwatch Worcestershire have gathered feedback from 505 people in Worcestershire about their awareness and experiences of NHS 111.

The findings suggest that there is a good overall awareness of the NHS 111 service and that the majority of people who have used NHS 111 feel they have received a good service. However, there is not such a good understanding of the range of services NHS 111 provides and concerns have been raised about the quality of service received in some cases, particularly in relation to the time taken to respond and the questions asked. The findings also suggest the importance of awareness of the NHS 111 service and patient experience and satisfaction, both for the health outcomes of individual patients and helping to relieve the pressures placed on Accident and Emergency, Primary Care and 999 services.

The report contains six recommendation specifically relating to awareness of NHS 111 and quality/effectiveness of NHS 111.