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Delays, abandoned calls and an 11-hour wait for a call-back: Leaked document reveals the extent of NHS 111 performance issues


As a GP Trainer and regular OOH GP in Yorkshire for the last 8 years I have had much frustration with the service and sad to see that it has got worse after NHS Direct, something that was unimaginable. It's worrying to see the ambulance service, who actually run the 111 service aswell, under tremendous pressure as 999 ambulances are being sent for completely inappropriate cases despite the patients insisting they only rung for advice or an appointment, yet an ambulance is sent. I have seen countless cases of inappropriate 999 ambulances. Speaking to the poor ambulance crews they themselves feel frustrated when management doesnt take on board their concerns that they see on the shopfloor. The local OOH service was (pre- 2009) truly a model for the rest of the country where we had high quality triage by experiences nurses who could discuss a case with the visiting GP and vice versa. At present the service seems to be about targets and numbers and the actual reason for the whole system, the poor patient, seems to be forgoton. A root and branch overhaul is needed putting the patient first.

Posted date

12 Apr 2013

Posted time