People who use NHS 111 in Devon and Somerset have reported ongoing concerns about the quality of the service, with the most common complaints being about long waiting times and difficulty getting through on the phone.
This is a follow up to the original report published January 2021.
Recommendations
Recommendations that require NHS England action
Reducing waiting times for arranged call-backs and inbound calls.
Improvements to the call-handling procedures and staff training surrounding these processes.
Review the pre-recorded messages and frontline options for patients before they are connected to a call operator.
Recommendations that may be actionable locally
Ensure that training is consistent for all staff so that delivery of the assessment and conclusions are of the same standard for all patients.
Improve procedures surrounding calls relating to patients with mental health problems to ensure they are handled with empathy and diverted to the correct support.
Consider the viability/benefits of a call-logging system that provides a point of reference, so that if patients need to call back, a record of their previous call is easy for the call operator to access and review.
Read our report
If you need this report in a different format, please email info@healthwatchsomerset.co.uk or call 0800 999 1286.