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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