Acceptability of NHS 111 the telephone service for urgent health care: cross sectional postal survey of users' views

Family Practice
Alicia O'CathainJon Nicholl

Abstract

In 2010, a new telephone service, NHS 111, was piloted to improve access to urgent care in England. A unique feature is the use of non-clinical call takers who triage calls with computerized decision support and have access to clinical advisors when necessary. Aim. To explore users' acceptability of NHS 111. Cross-sectional postal survey. Four pilot sites in England. A postal survey of recent users of NHS 111. The response rate was 41% (1769/4265), with 49% offering written comments (872/1769). Sixty-five percent indicated the advice given had been very helpful and 28% quite helpful. The majority of respondents (86%) indicated that they fully complied with advice. Seventy-three percent was very satisfied and 19% quite satisfied with the service overall. Users were less satisfied with the relevance of questions asked, and the accuracy and appropriateness of advice given, than with other aspects of the service. Users who were autorouted to NHS 111 from services such as GP out-of-hours services were less satisfied than direct callers. In pilot services in the first year of operation, NHS 111 appeared to be acceptable to the majority of users. Acceptability could be improved by reassessing the necessity of triage questions used and...Continue Reading

References

Apr 14, 2000·BMJ : British Medical Journal·A O'CathainE Knowles
Nov 2, 2002·BMJ : British Medical Journal·Martin Barnes, Tom Eke
Oct 24, 2003·Social Science & Medicine·Karen Collins, Alicia O'Cathain
Nov 10, 2004·BMC Medical Research Methodology·Alicia O'Cathain, Kate J Thomas
Mar 12, 2005·Annual Review of Public Health·Shoshanna Sofaer, Kirsten Firminger
Nov 8, 2005·Evaluation & the Health Professions·Ruth Wetta-HallS Edwards Dismuke
Apr 18, 2008·Journal of Health Services Research & Policy·Alicia O'CathainJon Nicholl
Jun 17, 2008·Journal of Health Services Research & Policy·Alicia O'CathainJon Nicholl
Mar 16, 2012·Family Practice·Sally BrownGreg Rubin

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Citations

Apr 4, 2017·Health Services Research·Amy GibsonLouisa R Jorm
Feb 2, 2018·International Journal of Environmental Research and Public Health·Fernando García-AlfrancaJosé Joaquín Mira
Aug 1, 2019·Revista gaúcha de enfermagem·Gabriela Reginatto BattistiMônica Maria Celestina De Oliveira
Jun 16, 2017·Nursing & Health Sciences·Elenor KaminskyInger K Holmström

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