Research and analysis

Introduction of NHS 111 telephone service: effect on equality

This report considers the effect on equality of the transition from NHS Direct’s 0845 telephone service to NHS 111.



This analysis contributes to the NHS 111 programme’s fulfilment of the Public Sector Equality Duty (PSED). The PSED:

  • requires public authorities to to have due regard to the need to eliminate discrimination, advance equality of opportunity and foster good relations between different people when carrying out their activities
  • applies to age, disability, gender, gender reassignment, pregnancy and maternity, race, religion or belief and sexual orientation
  • was created by the Equality Act 2010

The evidence used in the report includes:

  • research papers
  • evaluation reports
  • patient and public surveys
  • health outcomes data
  • stakeholder feedback