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NHS 111

Currently we deliver eight 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, Ipswich, Exeter and Plymouth serving a total population of 8.4 million and successfully dealing with over 2 million calls a year.

  • Bristol – Bristol, North Somerset and South Gloucestershire (BNSSG) 111, Gloucester 111 and Somerset 111
  • Southall – North West London 111 and South West London 111
  • Dorking – Surrey IUC
  • Ipswich – Suffolk and North East Essex IUC
  • Exeter and Plymouth – Devon 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 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: video consultations; using a different clinical assessment software (PACCS) which gives our staff greater clinical freedom; providing 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 run 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 are. They also noted our strong focus on continuous learning and quality improvement at all levels of the organisation.

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