NHS 111 service goes from strength to strength

Malvern Gazette: The NHS 111 call centre in Brierley Hill The NHS 111 call centre in Brierley Hill

THE new NHS non-emergency telephone service is going from strength to strength four months after being set up.

The NHS 111 service run by West Midlands Ambulance Service (WMAS) took over from NHS Direct in November last year and last week announced it had answered its 250,000th call, with 97 per cent of these answered within 60 seconds, beating the national average of 95 per cent.

The service’s headquarters in Brierley Hill – which serves every county in the West Midlands except for Staffordshire – is staffed by non-clinically trained health advisers and trained clinicians and receives about 2,000 calls every weekday and 4,000 on Saturdays and Sundays.

Call levels have continued to increase over the past four months, with the service receiving a record 4,535 calls on Saturday, December 28 last year.

NHS 111 director Daren Fradgley applauded the work of his staff in getting the service up and running.

“A lot of time and hard work has been put into developing 111 since WMAS stepped in and we believe the results are reflecting this,” he said.

“We faced a number of obstacles when stepping in to take on the service, none more so than the busy Christmas period, but everybody worked incredibly hard to ensure a safe and secure service was provided to the public.

“We will now continue that hard work to ensure we keep moving NHS 111 forward in order to make it the best service it can possibly be.”

The service employs 170 health advisers and between 40 and 65 clinicians at Brierley Hill, who work in ‘pods’ staffed by a clinician, a senior health adviser and six other health advisers.

Manager of the call centre in Brierley Hill Liz Parker said: “The health advisors and clinicians who take the calls deserve special mention because it is their hard work which is resulting in the impressive figures and ensuring patients are getting the best service possible.”

WMAS is working on creating an online symptom checker which patients will be able to use to get a better idea of what their problem is as well as a mobile app.

Comments (4)

Please log in to enable comment sorting

7:34pm Tue 11 Mar 14

PrivateSi says...

This paper is such a government mouth piece... Why all the errors, complaints, deaths attributed to the service... Is that what this International Socialist rag is really on about!?! LOL.
This paper is such a government mouth piece... Why all the errors, complaints, deaths attributed to the service... Is that what this International Socialist rag is really on about!?! LOL. PrivateSi
  • Score: -4

8:28pm Tue 11 Mar 14

CJH says...

I used 111 for the first time a couple of weeks ago. They were professional, friendly and reassuring. What more could you ask for?
I used 111 for the first time a couple of weeks ago. They were professional, friendly and reassuring. What more could you ask for? CJH
  • Score: 7

8:49pm Tue 11 Mar 14

THE FACTS says...

Smoking ...

Again
Smoking ... Again THE FACTS
  • Score: -7

7:02am Wed 12 Mar 14

green49 says...

Its time to slap yourself on the back for doing your job, agree with Privatesi, it may be getting better now but should never have been set up until it was able to work properly, it was a disaster to start with, i had numerous problems with it as i look after some care services and the clients were in need of help,
Its time to slap yourself on the back for doing your job, agree with Privatesi, it may be getting better now but should never have been set up until it was able to work properly, it was a disaster to start with, i had numerous problems with it as i look after some care services and the clients were in need of help, green49
  • Score: 0

Comments are closed on this article.

click2find

About cookies

We want you to enjoy your visit to our website. That's why we use cookies to enhance your experience. By staying on our website you agree to our use of cookies. Find out more about the cookies we use.

I agree