Patient survey on NHS 111 in South East London

Patients are key to helping us improve NHS services and ensuring they are what local people need.

To help us provide suitable services for local people we often ask patients’ views on our services.

The contract for NHS 111 expires this year and we want you to tell us what you think about the service so we can make sure the new contract we award is for a service which fits the needs of local people.

NHS 111 makes it easier for the public to access urgent healthcare services when they need medical help fast. It is free to use and directs people to the right local service first time, or gives health advice that is best able to meet their needs. It supports urgent and emergency care services, ensuring that patients get the right care, first time.

The service is run by a number of providers in South East London, and the contract is about to be put out to tender.

Please feel free to share this survey with friends and family. You can send them a link to the survey online or call Gillian Ashton on 020 3049 4163 or email Gillian.Ashton1@nhs.net for a hard copy.

We look forward to hearing what you think.

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* 1. When you need urgent medical advice, which of the following do you think of contacting first?

Pharmacist

GP out of hours

A&E

111

999

Walk-in or urgent care centre

Minor injuries unit

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* 2. Do you know what 111 is and what it is for?

Yes

Not sure

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* 3. Have you used NHS 111 for yourself or a family member/friend or someone you care for?

Yes

No (please skip to question 12)

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* 4. If you have used 111, please briefly describe what health problems you or a friend/relative were experiencing that led you to call 111 (you may give details of more than one occasion). This information will remain confidential and is to help us understand why people are using 111.

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* 5. How long did you have to wait for your initial call to be answered? And what do you think is an acceptable waiting time for callers?

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* 6. If you were advised that someone would call you back, how quickly did they contact you?

Within minutes

Within half an hour

Within an hour

Within 1 to 2 hours

Within 2 to 3 hours

More than 3 hours

I did not receive a call back as promised

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* 7. What is an acceptable time to wait for an urgent call back?

Within 5 minutes

Within 15 minutes

Within half an hour

Within an hour

Within 1 to 2 hours

Within 2 to 3 hours

Within 3 to 4 hours

Other (please specify)

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* 8. What is an acceptable time to wait for a non urgent call back?

Within minutes

Within half an hour

Within an hour

Within 1 to 2 hours

Within 2 to 3 hours

Within 3 to 4 hours

Other (please specify)

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* 9. On a scale of 1 to 10, with 1 being the lowest and 10 being the highest, how would you rate your overall experience of using 111?

	1	2	3	4	5	6	7	8	9	10
Lowest	Lowest 1	Lowest 2	Lowest 3	Lowest 4	Lowest 5	Lowest 6	Lowest 7	Lowest 8	Lowest 9	Lowest 10

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* 10. Were you happy with the advice you received? Why?

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* 11. Did you follow the advice you received? If not, why not.

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* 12. If you haven’t used NHS 111 personally but know about the service, tell us what you think about it.

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* 13. What works well about 111?

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* 14. What could work better?

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* 15. Please indicate whether you think the service is accessible for these patients:

	Yes	No
People with language barriers	People with language barriers Yes	People with language barriers No
People from all cultures	People from all cultures Yes	People from all cultures No
People from all socio-economic backgrounds	People from all socio-economic backgrounds Yes	People from all socio-economic backgrounds No
People with learning difficulties, disabilities or special needs	People with learning difficulties, disabilities or special needs Yes	People with learning difficulties, disabilities or special needs No
Older people	Older people Yes	Older people No
Young people	Young people Yes	Young people No
People who are hard of hearing	People who are hard of hearing Yes	People who are hard of hearing No
People who are visually impaired	People who are visually impaired Yes	People who are visually impaired No

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* 16. If you answered no to any of the choices in question 14, please explain further.

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* 17. We’re keen to understand the public’s perceptions of 111. Please indicate whether you think the following statements are true or false. This isn’t a test, but a way for us to understand what the public thinks of 111.

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* 18. We’d like to keep you informed about the reprocurement of NHS 111 and are keen to continue to talk to local people about the service. Please leave your name, address and contact details (phone and/or email) below if you’d like to continue to give your views and be kept informed.

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* 19. Please indicate which age group you belong to

Under 18

18 to 24

25 to 40

40 to 60

60+

	True	False
111 is for medical advice from a doctor over the phone 24/7	111 is for medical advice from a doctor over the phone 24/7 True	111 is for medical advice from a doctor over the phone 24/7 False
111 is for medical advice from a doctor when the GP surgery isn’t open	111 is for medical advice from a doctor when the GP surgery isn’t open True	111 is for medical advice from a doctor when the GP surgery isn’t open False
111 is for medical advice from a call centre operator over the phone 24/7	111 is for medical advice from a call centre operator over the phone 24/7 True	111 is for medical advice from a call centre operator over the phone 24/7 False
111 is for medical advice from a nurse over the phone	111 is for medical advice from a nurse over the phone True	111 is for medical advice from a nurse over the phone False
111 is for diagnosing symptoms of illness and injury	111 is for diagnosing symptoms of illness and injury True	111 is for diagnosing symptoms of illness and injury False
111 is for directing patients to the right place for medical treatment	111 is for directing patients to the right place for medical treatment True	111 is for directing patients to the right place for medical treatment False
111 is for private patients only	111 is for private patients only True	111 is for private patients only False
111 is for people who are not registered with a GP	111 is for people who are not registered with a GP True	111 is for people who are not registered with a GP False
111 is only for patients who speak English	111 is only for patients who speak English True	111 is only for patients who speak English False
111 is for non-English speaking patients	111 is for non-English speaking patients True	111 is for non-English speaking patients False
111 is for getting a GP appointment faster	111 is for getting a GP appointment faster True	111 is for getting a GP appointment faster False
111 is for calling an ambulance	111 is for calling an ambulance True	111 is for calling an ambulance False
111 is for medical advice, but not when you need an ambulance	111 is for medical advice, but not when you need an ambulance True	111 is for medical advice, but not when you need an ambulance False
111 is for finding out where your local pharmacy is	111 is for finding out where your local pharmacy is True	111 is for finding out where your local pharmacy is False
111 is for booking an appointment with your own GP	111 is for booking an appointment with your own GP True	111 is for booking an appointment with your own GP False