NHS 111 Out-of-hours service: Public feedback from Somerset, Devon, Plymouth and Torbay
Healthwatch in Somerset, Devon, Plymouth and Torbay joined forces to promote a regional survey to ensure that people using the NHS 111 service had their say on the way it is delivered to them.
Key messages
- 40.86% (76) of people rated their experience of using the NHS 111 service as ‘very good’.
- 23.66% (44) of respondents waited longer than three hours for an arranged call-back.
- A fifth, 20.43% (38), of commentators never received an arranged call-back. • Most people, 75.81% (141), said that their call was answered in a timely manner.
- Improved training for call operators was the most common response to the question: In your opinion how could the NHS 111 service be improved?
- Some people, 7.59% (12), told us that they had to call 999 or visit an emergency department due to inadequate responses from the NHS 111 teams.
- 7.53% of comments to the question Is there anything else you would like to tell us? said that calling NHS 111 was quicker or better than access to their registered GP surgery.
- It is evident throughout the feedback that the accuracy and quality of the service people received was not consistent.
Read our report
If you need this report in a different format, please email info@healthwatchsomerset.co.uk or call 0800 999 1286.
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NHS 111 Out-of-hours service: Public feedback from Somerset, Devon, Plymouth and Torbay
