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Writer's pictureHealthwatch Somerset

NHS 111 Out-of-hours service: Public feedback from Somerset, Devon, Plymouth and Torbay

Woman on mobile phone looking concerned.

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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