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 Care UK in South West 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 for a hard copy.

We look forward to hearing what you think.

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

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

* 3. 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.

* 4. 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?

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

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

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

* 8. 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

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

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

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

* 12. What works well about 111?

* 13. What could work better?

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

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

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

* 16. 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.

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

* 17. 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.

* 18. Please indicate which age group you belong to