The NHS 111 Service

Rory McMahon – NHS 111 Project Manager – Arden Cluster

111: When it’s less urgent than 999

1. Background

2. What is it?

3. How will it work?

4. When will you use it?

5. Why should you use it?

1. Background

• NHS 111 is being introduced as part of the wider revisions to the urgent care system to make it easier for patients to access the right service

• Patients have told us that they are unsure what to do or where to go for help, particularly when they have unexpected or urgent healthcare needs

• The service will make it easier for patients to access healthcare services when they need medical help fast, but it’s not a life-threatening situation

• Calls to 111 will be free from landlines and mobile phones

1. Background

• The NHS 111 service is already available in some parts of England • It will go live in the West Midlands in March 2013

2. What is it?

• NHS 111 is a new telephone service which will make it easier for patients to access local health services

• If patients need to contact the NHS for urgent care there will be only three numbers to know; 999 for life-threatening emergencies, your GP surgery or 111

• NHS 111 will be available 24 hours a day, 365 days a year

• Right service, right time, right place – first time of asking!

3. How will it work?

• NHS 111 will get patients through to fully trained advisers who are supported by experienced nurses

• They will ask patients questions to assess their symptoms and give you the healthcare advice patients need or direct patients to the right local service

• The NHS 111 team will where possible book patients an appointment or transfer patients to the people patients need to speak to

• If patients need an ambulance one will be sent just as quickly if patients had dialled 999

4. When will patients use it?

• Patients need medical help fast, but it is not a 999 emergency

• Patients do not know who to call for medical help, or patients do not have a GP to call

• Patients need to go to A&E or another urgent care service

• Patients require health information or reassurance about what to do next

5. Why should patients use it?

• When patients need healthcare urgently, NHS 111 will direct you straightaway to the local service that can help you best

• NHS 111 can help the NHS • Take the pressure off the 999 service and local A&E departments so that they can focus on emergency cases

6. Local developments

• Objectives passed down from Department of Health

• Directory of Services being developed and Tested

• Clinical leadership being obtained from each CCG

• Warwickshire working with Bradford and Airedale

7. Project structure

• Project Board

• Workstreams on:– IT and telephony

– Business Informatics

– Communications and engagement (patient group)

– Clinical governance

– Contract management

– Directory of Services development

8. Timescales

• Project development ongoing until January 2012

• Testing of the service – January 2012

• ‘Soft’ launch of the service – February 2013

• Launch of the service - March 2013

9. Any questions?