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england.nhs.uk
NHS 111 FUTURES
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england.nhs.uk
NHS 111…
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NHS 111 needs to be…
a BESPOKE service
and meets the needs of
individual patients. One
size does not fit all
an INTEGRATED part of
the service offered to
patients. We know
patients already think the
NHS is all connected -
so we have to do some
catching up
accessed by patients
through their channel of
choice. We still need
telephone access, but the
world is becoming more
digital and the NHS needs to
keep up
england.nhs.uk
It also needs to consider the context….
aging population, rising expectations,
rising chronic disease
340m GP consultations and rising…
0.68 GPs /1,000
ED is experiencing higher demands
increases in unnecessary attendances
No more sticking plasters
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Enables people to dial 111 free of charge from
anywhere in the UK
Identifies originating call location (including mobile)
and routes to the correct destination
Provides ability to route calls to alternative destinations
(e.g. in the event of service failure at local NHS 111
provider contact centre)
NHS 111 Telephony Platform
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What have we achieved?
New contract as of March 2015
Enabled routing around CCG populations
Capability for natural voice menus e.g. for callers whose
location is unknown (“please state your nearest town or city”)
Delivery of British Sign Language video interpreting services
Strategic decision to combine NHS111 and the National
Pandemic Flu Service through one memorable number to
avoid confusion during a pandemic
For patients to have full access to their local
NHS 111 service through a single patient facing
digital platform
For clinicians to have mobile access to the
commissioned services directory to find
appropriate services
For commissioners to have intelligence data,
including potential gaps in provision
Our Digital Ambitions
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Why are we designing this digital service?
How we live our lives in 2015 How we access our care in 2015
Leap from online channel to digital platform
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What have we achieved ?
The first (alpha) version of the mobile directory for
clinicians is being tested with paramedics now and will be
available in April 15
The NHS 111 online channel is being developed a first
version will be available in June 15
Commissioning tools will be available in summer (dates
are still being confirmed)
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Improve patient experience and the overall effectiveness
of NHS 111, through testing and evaluating different
models of service and initiatives.
Encourage an evidence based approach to change
Encourage a culture of innovation and problem solving
across NHS 111 providers and commissioners
Promote greater integration and joint working between
NHS 111 and wider NHS for both physical and mental
health
Learning and Development
Our ambition is to:
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Sifting the sticking plaster solutions from the real ones
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We need a more sophisticated model of workforce that
reflects patient needs
Joint working and building trust between organisations is
the difference between success and failure
If we are looking to change patient / public behaviour we
need to understand that behaviour first
Attributing outcomes to a specific service change is
difficult but not impossible
If people are given permission to innovate they do
What have we learned so far
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Public Engagement
We asked the following groups of people what
they wanted from NHS 111 :
People with a mental health condition
Teenagers with long-term conditions
Vulnerable older people
Where English is not the first language
Disabled people
Carers / Wardens
Traveller Community
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They told us …..
Call Handlers need an increased awareness and empathy
current service feels like a ‘tick box’ system not personalised
People want NHS 111 to know about their condition and their
likely requirements
Many didn’t really know how and when to use NHS 111 – the
word ‘Urgent’ does not exist in many languages
People with mental health needs are particularly vulnerable if
told to put phone down and call or go somewhere else
Young people actively want a digital channel ‘online is
quicker using telephone is a last resort’
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Gain deeper behavioural insights into how public and patients make a
decision to visit their GP practice or visit A&E
Capture feedback on the user experience of the digital channel as it is
developed
Investigate perception on access to other clinicians e.g. Pharmacists
in respect of managing repeat prescriptions, advising on dosage
issues, pain relief and infections
Consider:
Feedback on Telephony Interactive Voice Response
Communications via text / email
Improving cultural and language interfaces
Further Engagement
Further engagement has now been commissioned to:
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So our work is to deliver a NHS 111 that is ……
Has an optimised
workforce (clinical and non
clinical)
Fully integrated into U&EC
system and MH provider
landscape
Delivers single call
resolution / onward referral
/ prescriptions (clinical use)
Is more responsive to
patient need
Has the best possible
digital and telephone
channels
Contributes to overall
patient outcomes
Supports Long term
conditions
And can integrate
with telemedicine
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Mar 15 Apr 15
Getting on with the job…..
User board to keep us in
check + Live open access of
mobile DoS
MH user-led training
package available to NHS
111 providers
Oct 15
Research report into 111
service/ workforce models,
access channels, patient
behaviour change,
integration of services
Jun 15
First (alpha) iteration of NHS
111 digital channel
A review of the
algorithms that are used
to assess mental health
needs
Aug15
Revised Digital Channel
ready for live use Dec 15
2015/16 we will focus on more strategic
visions and related investment options for
• The NHS 111 workforce model
• The directory of commissioned services
• The future of clinical decision support
• How we deliver the best possible customer
service in NHS 111
We need to think further forward…..
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QUESTIONS?
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