111 has changed in the Thames Valley

THE NHS is to revamp its criticised 111 telephone helpline to ensure that many more people get to discuss their illness with a nurse, doctor or other health professional rather than a call handler.

A script and a call handler can’t replace the knowledge of a skilled, experienced nurse, someone who can spot serious conditions and ensure people receive the treatment or advice they need

People across the Thames Valley received improved access to urgent care services from Tuesday this week.

Currently NHS 111 is a free national telephone service to assess the level of care that someone needs and signpost them to an appropriate healthcare service.

It does not offer a diagnosis but assesses and provides advice on the person’s symptoms, suggests the type of care they need, how soon they should access this and what local healthcare services are available.

So what’s new?

NHS England is rolling out Integrated Urgent Care which brings together 111, Out of Hours and a range of other services which will be accessible through a single phone call.

Simply put, patients will continue to call the 111 number and the trained call handler will assess the person’s needs.

They will be able to arrange for the patient to see or speak to a healthcare professional

24 hours a day, seven days a week, including GPs where this is clinically appropriate.

The new Thames Valley 111 will help patients access a wide range of clinical care through a single call, including dental, pharmacy and mental health services.

By calling 111, patients will have access to assessment from a range of trained call handlers and clinicians all day, every day. They can ensure patients get the right care, first time.

It is expected that approximately 30% of calls will be handled by a healthcare professional from day one of the new service.

NHS England expects the changes not to make 111 any more expensive to run because health professionals will be seconded or loaned to it, mainly by hospitals.

For the launch, clinicians will be based at SCAS Headquarters in Bicester and at the Berkshire Healthcare Hub in Wokingham, linked via a telephone network to allow seamless management of patients.

The new Thames Valley 111 telephone service (Thames Valley Urgent Integrated Care) is being launched by South Central Ambulance Service NHS Foundation Trust (SCAS) in collaboration with Berkshire Healthcare NHS Foundation

Trust, Oxford Health NHS Foundation Trust and Buckinghamshire Healthcare NHS Trust.

The Royal College of Emergency Medicine, which represents A&E doctors, said the overhaul of 111 should ease the strain on overcrowded emergency departments.

Healthwatch often heard how 111 callers were told how call handlers often recommended going to A&E to be on the safe side.

For more, email Feedback.TVIUC@nhs.net

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