Has the NHS 111 urgent care telephone service been a success? Case study and secondary data analysis in England.

ABSTRACT:

Objectives

To explore the success of the introduction of the National Health Service (NHS) 111 urgent care service and describe service activity in the period 2014-2016.

Design

Comparative mixed method case study of five NHS 111 service providers and analysis of national level routine data on activity and service use.

Settings and data

Our primary research involved five NHS 111 sites in England. We conducted 356 hours of non-participant observation in NHS 111 call centres and the urgent care centres and, linked to these observations, held 6 focus group interviews with 47 call advisors, clinical and managerial staff. This primary research is augmented by a secondary analysis of routine data about the 44 NHS 111 sites in England contained in the NHS 111 Minimum Data Set

SUBMITTER: Pope C 

PROVIDER: S-EPMC5623427 | biostudies-literature | 2017 Jun

REPOSITORIES: biostudies-literature