NHS111 Update

DHU

What is it?• For urgent medical issues (999 remains for

emergencies)• Available 24 x 7• NHS Direct 0845 service to be withdrawn• Surgeries still the primary place for patients to call

for a GP appointment• Will direct patients back to primary care if

appropriate - no ability to book appointments• Ability to despatch and ambulance if condition

assessed as an emergency

Roll out plan Phase Date Areas Covered

1 Oct 2011 Bakewell, Matlock & Chesterfield

2 20 Feb 2012 Rest of North Derbyshire

3 March 2012 Derby City

4 August 2012 Rest of Southern Derbyshire

National April 2013 All

Benefits 1• Free call for patients (from landlines and mobiles)• Better management of patients for urgent care -

OOH e.g. less peaks and trough (and ED?)• Reduced costs for practice if they stop transferring

calls to DHU out of hours• Patient given direction to most appropriate local

service and better informed for the future - thus patients happier and less likely to need recourse to Primary Care

• May provide practices with comparative data on service activity

Benefits 2

• Immediate ambulance dispatch if required; no re-triage

• A successful pilot will mean that the service is provided by the local DHU, rather than a national service

• Service available via Typetalk and in other languages

• Special patient notes can be used with 111, including frequent callers and Rightcare

• DoS also available to GPs

What does this mean to practices?• All practice team to be aware of the service • Display the promotional materials• Remove all reference to 0845 NHSD number• Update practice website, leaflet and in newsletter• Inform patient group• Decide whether to continue to divert the calls out of

hours or ask patients to re-dial• Receipt of the call information 3 minutes after call (if

system configured to do so)• Ability to provide feedback on any issues with the

service• No expected impact on workload

Funding

• 2011/12 in place• 2012/13 - partial funding from NHS Direct

contract• 2013/14 to be confirmed

Procurement

• Led by EMPACT• NHS111 and Out of Hours• Need to develop service spec (national +

additions)

Any Questions?