Procuring NHS 111 services

BHR CCGs, together with other four CCGs in North East London opted to procure an enhanced NHS 111 service as part of our work to improve integrated urgent care across the area.

Between October and November 2016 an engagement was held with BHR residents to help design the future service and inform the procurement process. Face-to-face community engagement ran alongside an online survey, which was promoted through CCG channels and networks across Barking and Dagenham, Havering and Redbridge.

Key findings were:

  • Experience of using the current NHS 111 service for BHR is generally positive. Awareness needs to be improved, both of the service and what it offers
  • There is strong support for improving or enhancing callers’ access to clinicians and healthcare staff
  • Training and development for staff (111 advisors and any clinical staff) would help with communication with callers/ the public. Some participants questioned the number of questions each caller is asked and suggested simpler language could help
  • Better promotion of NHS 111 is needed to ensure the service is well recognised, understood and used appropriately.

Feedback from local people across all seven CCG areas involved in the procurement has helped to shape the service specification for an enhanced NHS 111 service.

 Download the summary of the research report and supporting documents.

Page last updated 08 October 2019