PPG
High quality healthcare for all
High quality healthcare for all

NHS 111

NHS 111 health advisors

When you join us as an NHS 111 health advisor, you’ll first receive intensive paid training that will qualify you to use the NHS Pathways tool. This tool enables you to assess the immediate medical need and direct the caller to the most appropriate service. This may be one of the professionals in our Clinical Assessment Service (CAS), or another service such as their own GP, a minor injury unit, district nurse, out-of-hours provider, emergency dentist or late opening chemist. In some cases, you could direct the caller to their local A&E.

Clinical advisors

When you join as a clinical advisor, you’ll be one of the key sources of expertise and referrals behind the 111 number – providing an evidence-based healthcare service within your sphere of competency, by phone, without the physical strain of acute work, and with senior clinical support always on hand. You’ll use the NHS Pathways tool, plus your own experience as a nurse, paramedic or pharmacist, to ensure the patient receives the most suitable treatment, which can range from advice on self-care to a referral to other services.

Although these are not emergency calls, in all cases you’ll need to be prepared to deal with emotional, distressing or life-threatening scenarios and to arrange for 999 services if required.

Our NHS 111 call centres are great places to work, with a fun, friendly team ethos, all sorts of workplace benefits such as awards and prizes, themed days and social events, plus real opportunities to progress your career into coaching, training and management roles. For health advisors, there’s also the valuable option of overtime to boost your earnings, while for clinical advisors, there’s the potential to move into partial or full home working once you have settled into the role.

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Case study

Lauren Stavrou,
South West NHS 111 contact centre manager

Lauren joined as a part-time health advisor eight years ago while recuperating from a knee injury. She quickly got to grips with the role and was soon identified as a good candidate for NHS Pathways accredited coach training.

Having progressed to be an NHS Pathways coach and a quality assurance auditor, Lauren continued to grow in her role – developing others and assuring the safety of the service.

At six months, Lauren applied for a contact centre supervisor position and was successful at interview. Two years later, having gained great people management and operational experience, she branched out again, becoming an operational network manager.

After another two years, during which she learned all she could about the technical infrastructure of the operation, she was promoted to senior operational network manager and was able to draw on her time as a contact centre supervisor to manage and lead a team again.

In 2020, after a further two years, Lauren chose to return to her contact centre roots as the South West NHS 111 contact centre manager, based at Stoke Gifford, Bristol. Here she manages our largest contact centre, with responsibility for a team of circa 300 people, as well as managing contractual relationships with a number of Care Commissioning Groups.

Alongside the ‘day job’, Lauren has taken every opportunity to work on innovations and projects. She led the way in enhancing our recruitment offer, developing the very popular assessment centres used by all the contact centres today.

From starting as a part-time health advisor to managing the same contact centre she joined all those years ago, Lauren has grown alongside the NHS 111 service she is proud to lead. She is a shining example of how far you can go at Practice Plus Group if you have the desire to succeed – we develop our people, promote from within and reward loyalty.

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