NHS 111: Training

(asked on 19th October 2020) - View Source

Question to the Department of Health and Social Care:

To ask the Secretary of State for Health and Social Care, pursuant to the Answer of 19 October 2020 to Question 99681 on NHS 111: Training, how many hours of face-to-face training call handlers recruited to the Coronavirus Response Service were required to receive before they were permitted to answer live calls to that service.


Answered by
Edward Argar Portrait
Edward Argar
Minister of State (Ministry of Justice)
This question was answered on 2nd December 2020

As with National Health Service 111 call handlers, there are clear and robust governance arrangements in place for call handlers working in the NHS 111 COVID-19 Response Service. If a clinical assessment is?required, the call is transferred to a clinician for full assessment. There are also clinical supervisors on hand to support call handlers should they need it.

In the first wave of COVID-19, all recruited call handlers received two full days of training. This included training on safeguarding, the referral and escalation process, and soft skills telephone training, as well as role play calls. Following this they undertook an assessment before commencing live call handling.

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