Policy paper

Impact of transition from NHS Direct’s 0845 telephone service to NHS 111

This publication was published under the 2010 to 2015 Conservative and Liberal Democrat coalition government

This report considers the impact of the transition from NHS Direct’s 0845 telephone service to NHS 111. I

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This report considers the impact of the transition from NHS Direct’s 0845 telephone service to NHS 111. It also considers mitigation methods to address any disproportionate impact and opportunities to maximise evidence based ‘positive action’. The Equality Act allows service providers to take action that may involve treating one group more favourably where this is a proportionate way to help members of that group:

  • overcome a disadvantage
  • participate more fully
  • meet needs they have that are different from the population as a whole

The evidence used includes research papers, evaluation reports, patient and public surveys, health outcomes data, and stakeholder feedback.

It was identified that individuals were more likely to have used NHS 111 if they had a disability or limiting long term illness indicating that NHS 111 is reaching some groups of the population with the greatest needs. Respondents were less likely to have used NHS 111 if they were older or male. This is broadly in line with NHS Direct’s 0845 4647 telephone service and appears to be inherent in telephone based health care.