20 June 2013 About the service NHS 111 is a new nonemergency telephone service when people need medical help or advice but it isnt a 999 emergency Replaces NHS Direct as the single number to call for urgent care ID: 639163
Download Presentation The PPT/PDF document "NHS 111 Islington CCG Patient Participa..." is the property of its rightful owner. Permission is granted to download and print the materials on this web site for personal, non-commercial use only, and to display it on your personal computer provided you do not modify the materials and that you retain all copyright notices contained in the materials. By downloading content from our website, you accept the terms of this agreement.
Slide1
NHS 111
Islington CCG
Patient Participation Group
20 June 2013Slide2
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
freeSlide3
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.Slide4
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 launchCall operators undergo extensive and continuous training – 3 weeks’ pathway training plus additional training. Ongoing call coaching is provided as part of their induction and all undergo formal assessment by an accredited trainer. Slide5
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 111 from 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.Slide6
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