NHS 111 service report: Experiences and views of local people in Somerset
We created a survey that could be accessed online and completed at engagement events. The survey ran from 11 June to 31 August 2018. It asked for the views of local people who had used the service within the last three years.
Key findings
- 90% of people felt they were treated with compassion, dignity and respect when they have used the NHS 111 service.
- Two thirds of people felt that the NHS 111 service did not meet their needs. This was often because the service could not solve their issue then and there. In other cases, it was because they were unhappy with the outcome of the call.
- Where a person felt that the NHS 111 service had not meet their needs, people identified which other service had.
- A lot of people told us that the NHS 111 service was their gateway to other services, especially at night and weekends. This could either be because they were referred to it or, that they decided to access an alternative service.
- Despite the NHS 111 service not meeting the needs of some people, a high proportion of the sample would rate their experience of using the service as very good or good, often describing the service as helpful, professional and providing advice.
Read our report
If you need this report in a different format, please email info@healthwatchsomerset.co.uk or call 0800 999 1286.
File download
NHS 111 service report
