NHS 111
Currently we deliver six separate NHS 111 contracts, two of which form part of a wider Integrated Urgent Care (IUC) service.
Our 111 call centres are based in Southall, Dorking, Bristol and Ipswich serving a total population of 6.3 million and successfully dealing with over 1.5 million calls a year.
- Bristol – Bristol, North Somerset and South Gloucestershire (BNSSG) 111, Gloucester 111 and Somerset 111
- Southall – North West London 111
- Dorking – Surrey IUC
- Ipswich – Suffolk and North East Essex IUC
111 Health and Clinical advisors answer calls using a clinical assessment tool NHS Pathways in order to safely triage and direct patients to the most appropriate setting, ensuring they receive the right care, first time. In addition this helps reduce Emergency Department (ED) attendance and allows patients in critical conditions to be seen faster.
We offer highly innovative services in 111 in to order to safely triage and direct patients to the most appropriate setting, ensuring they receive the right care, first time. These include including video consultations, using a different clinical assessment software (PACCS) that gives our staff greater clinical freedom, and we provide SMS messages to patients regarding referral and self-care information.
In January 2022, the Care Quality Commission (CQC) rated our South West 111 centre as ‘Outstanding’ for the second time in a row. This region encompasses Bristol, Gloucestershire and Somerset serving a population of around 2.2 million and is ran by a team of circa 230 staff. The inspectors were pleased with many aspects of the service but in particular noted how involved, compassionate and respectful our employees were. They also noted our strong focus on continuous learning and quality improvement at all levels of the organisation.
