NHS: 111 Service

Baroness Farrington of Ribbleton Excerpts

Monday 21st March 2016 Lords Chamber

[Lord Prior of Brampton]

My Lords, there are two things which we need to do to improve the 111 service. First—and this is in response to part of the Question asked by the noble Lord, Lord Hunt—we need to have more clinicians within the 111 hubs. Secondly, people need to have access to the patient’s electronic summary care record so that they can see what has gone on before coming to a final judgment.

[Baroness Farrington of Ribbleton (Lab)]

My Lords, the Minister referred to 90% satisfaction. How many people are involved in the other 10%? It does not strike me that 90% is acceptable.

[Lord Prior of Brampton]

My Lords, 100% is clearly the only acceptable level but, realistically, it would be extremely difficult to get to that. Referring back to the charge of complacency, we recognise that significant improvements need to be made to the 111 service, but it can be a vital part of the way that we deliver urgent care in Britain.