NHS 111
Delivering NHS 111 services nationwide
NHS 111 services
Currently, we deliver eight separate NHS 111 contracts, two of which form part of a wider Integrated Urgent Care (IUC) service.
Our NHS 111 call centres are based in Southall, Dorking, Bristol, Ipswich and Exeter, with a National IUC resilience contact centre in Stockton-on-Tees. We serve a total population of 6.7 million and successfully dealing with over 2.8 million calls a year.
- Bristol – Bristol, North Somerset and South Gloucestershire (BNSSG) NHS 111, Bath, North East Somerset, Swindon Wiltshire (BSW) NHS 111 and support to Devon.
- Southall – North West London NHS 111 and South West London IUC
- Dorking – Surrey IUC
- Ipswich – Suffolk and North East Essex IUC
- Exeter – Devon IUC
NHS 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 NHS 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 NHS 111 centre as ‘Outstanding’ for the second time. The inspectors were pleased with many aspects of the service, but in particular noted how involved, compassionate and respectful our employees are. All our other NHS 111 contact centres are rated Good. They also noted our strong focus on continuous learning and quality improvement at all levels of the organisation.
