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New NHS helpline leaves patients anxious New NHS helpline leaves patients anxious
(6 months later)
Patients' groups have added their voice to growing concerns about a new health helpline due to be rolled out across most of England from next week, warning that there is "total confusion" surrounding the system.Patients' groups have added their voice to growing concerns about a new health helpline due to be rolled out across most of England from next week, warning that there is "total confusion" surrounding the system.
Katherine Murphy, chief executive of the Patients Association, said she was "very, very concerned" about the imminent introduction of the 111 helpline, which has already been piloted in some areas.Katherine Murphy, chief executive of the Patients Association, said she was "very, very concerned" about the imminent introduction of the 111 helpline, which has already been piloted in some areas.
"From a patient's point of view, there is total confusion as to when people are supposed to use 111 and when they are supposed not to use it, and in those areas where it has been launched patients say there has not always been a good and positive outcome," she said."From a patient's point of view, there is total confusion as to when people are supposed to use 111 and when they are supposed not to use it, and in those areas where it has been launched patients say there has not always been a good and positive outcome," she said.
Murphy's comments follow the British Medical Association's call for the head of the NHS, Sir David Nicholson, to delay Monday's national rollout of the 111 service.Murphy's comments follow the British Medical Association's call for the head of the NHS, Sir David Nicholson, to delay Monday's national rollout of the 111 service.
From Monday the 111 line will begin to replace NHS Direct and GP out-of-hours numbers across most of England. Patients who are not ill enough to need an ambulance will be told to ring the free number for medical advice round the clock.From Monday the 111 line will begin to replace NHS Direct and GP out-of-hours numbers across most of England. Patients who are not ill enough to need an ambulance will be told to ring the free number for medical advice round the clock.
Pilot schemes have thrown up a string of problems. In some areas, such as Greater Manchester, NHS 111 effectively crashed because it was unable to cope with the number of calls it was receiving.Pilot schemes have thrown up a string of problems. In some areas, such as Greater Manchester, NHS 111 effectively crashed because it was unable to cope with the number of calls it was receiving.
A GP from Manchester told the Guardian the pilot in the city had been a disaster.A GP from Manchester told the Guardian the pilot in the city had been a disaster.
"There may be some problems with out-of-hours service in some areas but where I work it has run smoothly for 14 years – 111 screwed it up in 14 minutes.," he said."There may be some problems with out-of-hours service in some areas but where I work it has run smoothly for 14 years – 111 screwed it up in 14 minutes.," he said.
Murphy said patients in the pilot areas had also reported a range of problems. "It has not met the need; patients are unclear about the remit of the 111 service and when somebody needs access to healthcare advice they need it to be sound and trusted," she said. But what is happening with 111 is that people are ending up in A&E, which is no good because we then go back to waiting times getting longer and longer."Murphy said patients in the pilot areas had also reported a range of problems. "It has not met the need; patients are unclear about the remit of the 111 service and when somebody needs access to healthcare advice they need it to be sound and trusted," she said. But what is happening with 111 is that people are ending up in A&E, which is no good because we then go back to waiting times getting longer and longer."
NHS England said the service was already live in many areas and would be rolled out in remaining regions between now and June, adding there would be "a thorough assessment of readiness before new sites are introduced".NHS England said the service was already live in many areas and would be rolled out in remaining regions between now and June, adding there would be "a thorough assessment of readiness before new sites are introduced".
A statement added: "NHS England is aware of some difficulties in the introduction of the NHS 111 service in some areas, but we are confident that measures now in place will ensure resolution of these early problems."A statement added: "NHS England is aware of some difficulties in the introduction of the NHS 111 service in some areas, but we are confident that measures now in place will ensure resolution of these early problems."
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