1. Rory McMahon – NHS 111 Project Manager – Arden Cluster
The NHS 111 Service
Rory McMahon – NHS 111 Project Manager – Arden Cluster

2. 111: When it’s less urgent than 999
Background
What is it?
How will it work?
When will you use it?
Why should you use it?

3. 1. Background
NHS 111 is being introduced as part of the wider revisions to the urgent care system to make it easier for patients to access the right service
Patients have told us that they are unsure what to do or where to go for help, particularly when they have unexpected or urgent healthcare needs
The service will make it easier for patients to access healthcare services when they need medical help fast, but it’s not a life-threatening situation
Calls to 111 will be free from landlines and mobile phones

4. 1. Background
The NHS 111 service is already available in some parts of
England
It will go live in the West Midlands in March 2013
Currently it is available in County Durham, Darlington, Nottingham, Lincolnshire, Luton, Derbyshire, Lancashire, parts of London, Yarmouth and Waveney
The areas in West Midlands will cover: Shropshire, Staffordshire, Birmingham, Black Country, Warwickshire, Worcestershire and Herefordshire

5. 2. What is it?
NHS 111 is a new telephone service which will make it easier for patients to access local health services
If patients need to contact the NHS for urgent care there will be only three numbers to know; 999 for life-threatening emergencies, your GP surgery or 111
NHS 111 will be available 24 hours a day, 365 days a year
Right service, right time, right place – first time of asking!

6. 3. How will it work?
NHS 111 will get patients through to fully trained advisers who are supported by experienced nurses
They will ask patients questions to assess their symptoms and give you the healthcare advice patients need or direct patients to the right local service
The NHS 111 team will where possible book patients an appointment or transfer patients to the people patients need to speak to
If patients need an ambulance one will be sent just as quickly if patients had dialled 999

7. 4. When will patients use it?
Patients need medical help fast, but it is not a 999 emergency
Patients do not know who to call for medical help, or patients do not have a GP to call
Patients need to go to A&E or another urgent care service
Patients require health information or reassurance about what to do next

8. 5. Why should patients use it?
When patients need healthcare
urgently, NHS 111 will
direct you straightaway to
the local service that can
help you best
NHS 111 can help the NHS
Take the pressure off the 999
service and local A&E
departments so that they
can focus on emergency
cases

10. 6. Local developments Objectives passed down from Department of Health
Directory of Services being developed and Tested
Clinical leadership being obtained from each CCG
Warwickshire working with Bradford and Airedale

11. 7. Project structure Project Board Workstreams on: IT and telephony
Business Informatics
Communications and engagement (patient group)
Clinical governance
Contract management
Directory of Services development

12. 8. Timescales Project development ongoing until January 2012
Testing of the service – January 2012
‘Soft’ launch of the service – February 2013
Launch of the service - March 2013

13. 9. Any questions?