NHS 111 service development survey

Let us know your views

NHS partners across north east London are looking at how the NHS 111 service can better support local residents.

If you are not familiar with the service, NHS 111 is a free telephone number you can call if you need medical help or advice quickly, or if you’re not sure where to go to get the right help, trained NHS 111 advisers can assess you and direct you to the right place.

One of the main ideas proposed is connecting the NHS 111 service with other local services such as pharmacies, dentists, ambulance services, GP practices, community services and urgent care centres so that patients can get even better advice over the phone and be able to get access to any service they need. In doing this, we want to make NHS 111 the first number people call to get the right advice and information.

Other new ideas include:

·         Children under one year old and anyone over the age of 75 will be automatically referred to a 24/7 health centre

·         NHS 111 staff will be able to automatically book GP or hospital appointments for callers in some local areas

·         NHS 111 will be able to refer callers directly to other services such as pharmacies and dentists across north east London

Please use the questions below to share your views. Your feedback will help influence what NHS 111 will look like in the future. The closing date for responses is: Friday 11 November 2016.

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* 1. Have you ever used the NHS 111 service before?

a. Yes (if yes, please go to question 2)

b. No (if no, please go to question 5)

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* 2. Please tell us about your experience of using NHS 111.

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* 3. Were you able to easily get the right help or advice that you needed? For example, were you able to get the right information or access to the right service?

Yes

If no, please tell us why you were not able to access the service that you needed

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* 4. People who call NHS 111 today will have an assessment with a trained adviser, with opportunities to speak with a clinician if this is needed. In future, we’d like to increase the number of calls that are handled by a clinician – and we want to involve a number of different professionals.
Which services or professionals would you like to be able to get advice from if you call 111?

Pharmacist

Dentist

Nurse

Mental health support

Health visitor

Paramedic

Other (please tell us which service below)

Other (please specify)

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* 5. We would like to understand how you would like to be helped when you call 111.

Advice from a health professional on how to look after yourself at home

Advice on what health care services are available near to you

Order an urgent repeat prescription

Get advice on medication from a pharmacist

When your need means a GP appointment is required, book you an appointment with your own GP

When your need means you need to see a GP outside of surgery hours, book you an appointment with another local service e.g. an urgent care centre

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* 6. Parents or carers of ill children aged under one, people aged over 75 or those who have an existing care plan could be put in direct contact with a health professional more quickly if we introduce a new streaming process in our 111 service. Do you think this would be a useful change?

Yes (Please tell us why)

No (Please tell us why)

Your comments:

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* 7. Do you think that there are any other groups of people who might need faster direct contact with a clinician that we should include in this option?

Knowing where to go to get the right help can be difficult, we hope that the NHS 111 service will become the trusted first point of call that more people make when they need medical support or advice. Calling NHS 111 helps to determine what type of care you need and helps you find the best place to go for treatment.

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* 8. What do you think is the best way to encourage local people to call NHS 111 for help?

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* 9. Do you think that having one phone number to call for all advice or support if you have an urgent health issue would be useful?

Yes

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* 10. What challenges do you think having only one point of access would present?

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* 11. If you think there would be challenges, how do you think we can overcome them?

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* 12. What do you think is the best way to tell people about NHS 111 and the improvements we are hoping to make?

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* 13. Thank you for completing this survey. If you would like to receive news and information from NHS Waltham Forest Clinical Commissioning Group in the future, please email communications@walthamforestccg.nhs.uk with your name and contact details.