Troubled 111 helpline caused a rise in ambulance calls

The NHS 111 helpline has not delivered the expected system benefits so far.

The 24 hour freephone service, which was launched in some parts of England in April 2013 to reduce 999 calls, A&E admissions or use of urgent care centres, has failed to cope with demand.

The 111 helpline is run by non-medical staff with support from nurse advisers and was designed to replace NHS Direct and deal with urgent but ‘not life threatening’ health issues.

However, technical failures and inadequate staffing levels led to a long waiting time which has caused a 2.9 per cent rise in ambulance calls.

Sir Bruce Keogh, NHS medical director, called for an enhanced 111 service, as up to 1 million emergency admissions were avoidable last year.

He pointed out that staff should have access to medical records to give tailored advice, while a wide range of health professionals, such as paramedics and doctors, were needed.

Staff would also be able to book appointments at A&E, whenever appropriate.

“The A&E is creaking at the seams. It is not broken but it is struggling,” Sir Keogh said.

In fact, A&E is currently struggling to meet government targets all over the UK.

According to a recent London Assembly’s report, this year more than half of London’s major A&E departments have failed to meet the ‘within four hours’ waiting time targets at least 50 per cent of the time.

Figures also reveal that more than 10,000 patients spent 12 hours or more in casualty units last year.