NHS 111 review, Worcestershire

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Summary of report content

Healthwatch Worcestershire wanted to find out about people’s awareness and experiences of NHS 111 as they felt it was especially important given current pressures on Accident and Emergency services and Primary Care. The findings suggest that there is a good overall awareness of the NHS 111 service in Worcestershire 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 report also notes the importance of raising 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. Healthwatch Worcestershire has made recommendations to improve the awareness of the service, and for improvements to delivery of NHS 111 in Worcestershire and will be seeking information from commissioners and Care UK to gain an understanding of current arrangements for patient participation and engagement for NHS 111.

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General details

Report title 
NHS 111 review, Worcestershire
Local Healthwatch 
Healthwatch Worcestershire
Date of publication 
Thursday, 26 April, 2018
Date evidence capture began 
Thursday, 1 June, 2017
Date evidence capture finished 
Sunday, 31 December, 2017
Type of report 
Key themes 
Booking appointments
Communication between staff and patients
Health promotion
Health protection
Information providing
Integration of services
Public involvement
Quality of care
Quality of staffing
Service delivery organisation and staffing
Staff attitudes
Staff levels
Staff training
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 
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
Urgent and emergency care services 
NHS 111

Details about conditions and diseases

Types of disabilities 
What type of pregnancy or maternity themes are included in the report 

Details of people who shared their views

Number of people who shared their views 
Age group 
Mixed / multiple ethnic groups
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? 
Not known

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.