Patient NHS111 satisfaction on the rise

Satisfaction with the North East’s NHS111 service continues to improve – despite an increase of more than 50,000 calls over the last year.

As the region’s NHS111 provider, North East Ambulance Service (NEAS) randomly selects around 1,500 NHS111 callers each month to find out about their experience of using the service using a survey called the Friends and Family Test (FFT).

Statistics from the last year show satisfaction levels continue to grow within the NHS111 service, with the latest FFT feedback from September 2017 showing 91.2% of patients would recommend the service to their family and friends.

This is in spite of an increasing number of calls; between July and September 2017, NHS111 call handlers answered 208,674 calls – compared to 158,661 during the same period last year.

During this time, there have been a number of improvements, particularly from patients who reported feeling reassured by the service, having their problem resolved, and being able to speak to a call handler straight away.

Louise Wright, of Sunderland, had a GP appointment booked on her behalf following a recent call to NHS111.

She said: “It’s taking the pressure off 999 when it’s not an emergency, it’s taking the pressure off the GPs and the pressure off yourself having to wait for an appointment. It’s nice to have the reassurance that it’s there, I think it’s a brilliant service.”

Nicola Robinson, of Shildon, called NHS111 recently to seek advice regarding medication for her son Thomas.

She said: “Thomas is a pre diabetic and his medicine has to be taken with food. He’d been really unwell for quite a few days with cold and cough and didn’t want to eat anything for breakfast, so I phoned 111 for some advice. I don’t like to use the internet, I like to get it from a professional or medical person. If I know that they’ve got the advice on the phone for me then it means I don’t have to bother the doctors. It’s a really good service, it’s done us proud.”

You can view a video highlighting some of our patients’ stories here

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