“111 and the Chocolate Bar” – innovating in urgent and emergency call handling

Speakers: Jonathan Jackson, Chris Rowlands and Phil Harper - 111 Programme Team, NHS East Midlands

Discussion points from the workshop:

Opportunities of 111 and AERO:

• Promotes better self-management of healthcare as patients are able to talk through issues rather than being “processed”

• Need to look at making 111 a seamless process of giving access to patient’s own GP (ie book appointments via 111 etc) - this will reduce visits to ED

• Directory of Service available from one place allowing commissioners to audit demand on services

• Promotes patient choice - may be many services returned for a patient - allowing them to choose the most appropriate/local for them

Challenges from 111 and AERO

• Connectivity/technology - especially for using DoS on Ambulance service toughbooks (3G connectivity does not offer robust solution)

• Concern that it commissioners react to service demand - could make 111 a tool for the worried well, rather than those with real health needs

• Where does provision of 111 service fit with the new NHS models for commissioning and GP Consortia

• There will be challenges in being flexible in service provision (ie reduction in services/increase in others) given position of annual contracts etc.

Innovation: 

• Need to look beyond just using phone access to 111 - look at abilities provided by smartphones/web access etc.

• Should look at accessing the key aspects of the patient care record in order to maintain a standard record