NHS 111 is a free, non-emergency service available for urgent health care assessment. If you are unsure which healthcare service you need to visit, the NHS 111 service will signpost you to the most appropriate care for your condition, which could be your GP, local pharmacy or walk-in centre. It could also be the emergency department or an emergency ambulance if required.
The service is available 24 hours a day by dialling 111 or by going to 111.nhs.uk.
If you do not need to be seen by a healthcare professional, advice about how to self-care at home will be given by one of our clinically trained advisors. If you are in need of emergency care, we will transfer your call to the ambulance operations centre where an ambulance will be sent to you, if required, in accordance with the severity of the condition.
What happens when you use NHS 111?
When you call NHS 111 one of our specially trained health advisors will take you through a series of questions. We will firstly ask for your name, address and telephone number so we can be sure we have your correct details to call you back if needed.
You will be asked to explain:
- What the symptoms are, how they affect you and when they began
- What you have tried already
- Any medication you are already taking
- Any existing medical conditions
- Anything else that you think is relevant
At the end of your clinical assessment we’ll advise you on the next best step for your care. The NHS 111 health advisor will be able to:
- Decide what clinical help you need
- Tell you where you need to go to get that clinical help
Sometimes, if appropriate, your call may be referred to one of our clinicians – a trained nurse or paramedic – for further assessment of your condition or for medical advice.
You may feel that some of the questions are unnecessary, but patient care and safety is our top priority – we need to rule out a life-threatening condition first and direct you to the most appropriate healthcare service to suit your needs as quickly as possible.
If you use 111.nhs.uk, the process is very similar but all online – you will be asked questions and, depending on the answers you give about your symptoms, you will be given advice on what to do or where to go next.
What care services can we direct you to?
We can put you in touch with services such as:
- Out-of-hours doctor – where you can go to get medical help that is not an emergency when your own doctor’s surgery is closed.
- Late opening pharmacy – to buy medicine and obtain advice when your usual chemist is closed.
- Community nurse – a local nurse who can visit you and give you care.
- Emergency dentist – for urgent dental help when your usual dental surgery is closed.
- Walk-in centre or minor injuries unit – for urgent medical help without an appointment
- An emergency department at a hospital – if you need urgent and emergency medical care.
NHS 111 First
In certain areas of the North West, people who need urgent NHS care are being asked to call NHS 111 before they decide to walk in to A&E.
To ensure social distancing in the emergency department waiting areas, people who do not need an ambulance are being asked to contact NHS 111 for an appointment before attending. The service can then book them a time slot at their local emergency department or at the most appropriate health service for the patient.
This is part of a national programme currently being rolled out in a phased approach.
NHS 111 First will ensure that patients can access the clinical service they need, first time, both in and outside of hospital, with the convenience of a booked appointment or time slot. Importantly, it will also help to reduce the risk of transmission of COVID-19 between patients and to staff by reducing crowding in waiting areas across services.
Emergency departments in the North West currently offering bookable time slots through NHS 111 are:
- Blackpool Victoria Hospital
- Warrington Hospital
- Leighton Hospital
- Royal Lancaster Infirmary
- Furness General Hospital
- Aintree University Hospital
- Alder Hey Children’s Hospital
- The Royal Liverpool University Hospital
- Southport and Ormskirk Hospital NHS Trust
- Whiston Hospital
- Arrowe Park Hospital
- Macclesfield Hospital
- Countess of Chester Hospital
- Cumberland Infirmary
- West Cumberland Hospital
- Royal Preston Hospital
- Chorley and South Ribble Hospital
This is anticipated to be available for further hospitals in the coming weeks.
Alternative access to NHS 111
If you have difficulties communicating or hearing, you can:
- Call 18001 111 on a text phone or using the Next Generation Text (NGT) Lite app on your smartphone, tablet or computer; or
- Use the NHS 111 British Sign Language (BSL) interpreter service if you’re deaf and want to use the phone service.
NHS England has produced this video to help people with a learning disability, autism or both, to use the NHS 111 service.
Other resources are also available on the NHS 111 service including: