NHS 111: a report looking into people's understanding and experiences of using NHS 111
Download (PDF 1.26 MB)Summary of report content
CHealthwatch Oldham worked with the Oldham Integrated Care Partnership on a survey about people’s experiences of NHS 111 to understand people’s experiences. They also ran focus groups, engaging with 257 people.
Key findings:
People who had a positive experience of NHS 111 felt it was easy to contact and got a positive outcome from their call. Negative experiences related to poor communication and long waits for call backs.
People who had a positive experience were advised to go to A&E, had an ambulance sent out for them, had a GP or urgent care appointment booked for them.
Negative experiences centred on not getting the help they expected from NHS 111, and a lack of interpreters.
Whilst most people were aware of what NHS 111 provided, a few weren’t sure, particularly people from ethnic minority backgrounds.
The report contains seven recommendations about improving local awareness of and access to NHS 111.