The 111 service is available 24 hours 7 days a week and replaced NHS Direct. 111 will help patients to find the most appropriate urgent care, including access to the out of hours GP service. Patients can call 111 if:
- it's not a 999 emergency
- they think they need to go to A&E or another NHS urgent care service
- they don't think it can wait for an appointment with the GP, or
- they don't know who to call for medical help
For less urgent health needs patients will still contact their GP in the usual way. For immediate, life-threatening emergencies patients should continue to call 999.
The needs of the caller will be assessed during their first contact with 111 through the use of a clinical assessment 'algorithm' called NHS Pathways. This is similar to a flowchart with a set of clear steps for the trained call handler to follow. Pathways will determine which services the patient needs to access. The trained 111 call handler is guided to the most appropriate local service contained in a local Directory of Services (DoS). Although the DoS is loaded onto a National system, all entries are locally managed and maintained ensuring the directory is absolute and current.
Key Facts about NHS Pathways (NHS Digital)
111 Search Terms
Answering machine messages
Outside of practice contracted hours (08:00 - 18:30) the preferred method is to have a message advising the patient to hang up and dial 111.
In hours it is the practices's responsibility to have cover in place to answer calls whether that is within the surgery, by using Medicom or another service.
Directory of Services (DoS)
The DoS is a crucial part of the 111 jigsaw. When a patient calls and a service requirement is identified via Pathways, the DoS is interrogated to find the most suitable service.
The LMC, LDC, LPC and CCG clinical leads have signed off a generic DoS templates for the provision of Independent Contractor primary care services.
Future development of the DoS would be to include additional local services so as to provide more choice and convenience for patients where these services exist and to avoid higher level interventions such as ambulance or A&E.
Independent Contractor records on the DoS are based on details held by the Directories and Knowledge Resource team at AGEM CSU.
Information for Patients
NHS England has produced An inclusive NHS 111 service to help people with a learning disability, autism or both, understand how and when to access the service, and what to expect. The film, created with the support of many self-advocacy groups, forms part of ongoing work to ensure that everyone has access to NHS services. NHS 111 will also use the film to train advisors, helping them to better understand the needs of people with a learning disability, autism or both and make suitable adjustments during calls to accommodate them.
Attached is a copy of the 111 patient leaflet
Other languages and formats - A single page version of the 111 leaflet in English, a range of other languages, and Easy Read format, can be downloaded via: http://www.nhs.uk/NHSEngland/AboutNHSservices/Emergencyandurgentcareservices/Pages/NHS-111.aspx
Post-event messages are currently sent via ITK into SystmOne and EMIS. These arrive through the day as live updates to surgeries. If for any reason this messaging fails, an email is sent via an nhs.net address the practice has provided.
Implementing SystmOne to receive 111 messages via ITK
Implementing EMIS Web to receive 111 messages via ITK
111 DoS ID codes for GP practices in Norfolk and Waveney
For Vision practices, unfortunately ITK is not complaint and therefore messages have to be sent via an nhs.net email address.
Who provides the service?
111 is provided by Integrated Care 24 (IC24), which also provide the GP out of hours service across Norfolk, Great Yarmouth and Waveney and the Wisbech area.