NHS 111 report

Download (PDF 424KB)

Summary of report content

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.

Would you like to look at:

General details

Report title 
NHS 111 report
Local Healthwatch 
Healthwatch Worcestershire
Date of publication 
Wednesday, 3 January, 2018
Date evidence capture began 
Wednesday, 3 January, 2018
Date evidence capture finished 
Wednesday, 3 January, 2018
Type of report 
Key themes 
Communication between staff and patients
Quality of appointment
Service delivery organisation and staffing
Waiting time to be seen once arrived at appointment
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Primary research method used 
Engagement event
How was the information collected? 
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of health and care services included in the report

Primary care services 
NHS 111

Details of people who shared their views

Number of people who shared their views 
Age group 
Not known
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Does the information include staff's views? 
Types of health and care professionals engaged 
Does the information include other people's views? 
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
What type of impact was determined? 
Implied Impact

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.