Partly Cloudy

Partly Cloudy

max temp: 16°C

min temp: 9°C

Search

Make the Right Call: Why patient feedback on NHS 111 services is so important

12:30 18 July 2014

NHS 111 Ipswich call centre

NHS 111 Ipswich call centre

PAGEPIX LTD 07976 935738

Our Make the Right Call campaign aims to direct people towards the right healthcare provider – whether it is a GP pharmacy, NHS 111 or A&E. This week we focus on patient satisfaction. Health correspondent LAUREN EVERITT reports

shares

Across Suffolk, the NHS 111 service and out-of-hours GP and dental services are run by independent health and social care provider, Care UK.

These are services usually required at very short notice and patients, understandably, expect them to be responsive to their immediate needs. Ensuring the services are as patient-friendly as possible means patient engagement is crucial.

Care UK’s regional relationship manager, Zoe Pursglove, stressed the importance the company places on public engagement.

“It’s partly about ensuring patients understand how the services work but, more importantly, it’s about listening to people’s experience of the services and using those experiences and comments to continually improve the services,” said Zoe.

There are a number of ways Care UK gathers patient feedback: regular NHS 111 surveys, internal GP and dental out-of-hours surveys, external Healthwatch surveys and patient forums.

Zoe said: “Every month we survey a sample of our NHS 111 patient contacts. Comments are followed up on and an action plan instigated. All feedback is shared with the people who commission the services from us, the Ipswich and East Suffolk Clinical Commissioning Group and West Suffolk Clinical Commissioning Group.

“Our monthly patient surveys show a very high level of satisfaction with the service and, interestingly, show more than half of those who called NHS 111 would have contacted 999 or A&E had 111 not been available. This suggests NHS 111 is helping relieve pressure on the emergency services.

“In our most recent survey, 87% said they were extremely likely/likely to recommend the service to family or friends, 90% said the NHS 111 service dealt with the call effectively and 90% said that their call was answered promptly.

“Similarly, we survey a percentage of patient contacts with our GP out-of-hours service. The outcomes are discussed at quality assurance meetings and adverse comments are reviewed by a clinical lead and the administration manager and followed up where necessary. Again, feedback is shared with our commissioners.

“When it comes to our dental service, a survey is given to every patient treated in our mobile dental unit. Feedback is shared with the dental team and the regional medical director and any adverse comments are investigated by the dental lead.

“We also work closely with Healthwatch in conducting a survey on the second Saturday of the month, once every four months.

“An action plan is created, followed up on and shared with our commissioners. This survey covers the whole patient journey so we get a combined response from patients covering the NHS 111 service and the out-of-hours experience.

“Once a year, we hold patient forums in the east and west of the county when patients are invited to come and ‘meet the team’ and learn how NHS 111 and the out-of-hours services work.”

Anyone who would like to comment on Care UK’s services in Suffolk or who would like a query answered can register their query by going to www.careuk.com/suffolk-out-hours/enquiry-from

The NHS 111 number is not for life-threatening emergencies – people should still dial 999 in such a situation.

However, if it is not a life-threatening situation but you feel you need urgent attention, then NHS 111 is the number to call.

The service is invaluable if you have symptoms which you are unsure about; if you are feeling unwell or are concerned about a relative or friend.

Perhaps you have had a nagging pain or persistent cough but are not sure whether you should go to your GP or get some over the counter medicine from your local pharmacist.

NHS 111 health advisers can help in all these situations. People should also call 111 before heading to A&E.

shares

1 comment

  • People should call 111 before heading to A+E ???!!!! So if your limbs hanging off or you are drifting in and out of consciousness or you have chest pains call them first ??? Misleading guidance surely plus not to mention the amount of "teddy fluff" customer care rollicks from the err "regional relationship manager" contract manager saying can we have an extension to our contract please.

    Report this comment

    JC

    Saturday, July 19, 2014

The views expressed in the above comments do not necessarily reflect the views of this site

Drink driver in court

Two drink-drivers have been banned from the road after appearing before Ipswich magistrates.

The new bandstand is completed in Elmhurst Park, Woodbridge.

A Suffolk town is celebrating the arrival of its new bandstand with a Party in the Park.

Abellio Greater Anglia train at Ipswich station

Trains have been cancelled until 3pm at the earliest today between Ipswich to Felixstowe following a signalling fault.

Crash closes lane of A12 at Capel St Mary

A woman was taken to hospital with head injuries following a crash which closed a lane of the A12 this morning.

South East Suffolk Magistrates Court

A 21-year-old Ipswich man has admitted entering garages with intent to steal in a act of stupidity.

Mark Millar, chief executive of St Elizabeth Hospice, with Paul Winter, chief executive of Ipswich Building Society.

Ipswich Building Society has been named as the community engagement partner for one of Suffolk’s biggest ever mass participation and public art events.

Drivers who refuse to put down their mobiles are targeted

Traffic police in Suffolk and Norfolk stopped 36,000 drivers in a year on suspicion of what are termed the ‘Fatal Four’ motoring offences.

Woman on bail for more than two years

The length of time suspects are bailed in Suffolk has been questioned after it emerged three people were kept on police bail for more than two years after their first arrest.

Sizewell C groundwork

Disappointment was voiced last night over renewed uncertainty for Suffolk residents waiting for a decision on Sizewell’s new nuclear reactors.

Despite wet weather, people head to Felixstowe for ice cream or just a walk in the rain.

Scarcely a few weeks have passed since talk of hot and humid temperatures interrupted by heavy rain and flash thunderstorms.

Most read

Most commented

Topic pages