Experiences of Using NHS 111 Snapshot Survey

The local NHS is working to improve Urgent Emergency Care services with the aim of helping people to access the right service at the right time. Emerging from some of the CCG's local engagement work was the fact that some people don’t seem to know about the NHS 111 service or how it can help, and therefore may not choose this as an option. To explore this further they have undertaken a survey inviting people who have recently used 111, online or by phone, to share what happened and their stories may help us to better promote the service.

The survey was jointly promoted by NHS Wigan Borough Clinical Commissioning Group, Healthwatch Wigan and Leigh and Wrightington, Wigan and Leigh NHS Foundation Trust. It was open between March and August 2021. A total of 46 surveys were completed. The majority of those people phoned 111 (43) compared to the number that visited 111.nhs.uk (3).

Most respondents were happy for us to anonymously share their story. The five people that were not happy have been omitted from this report but the information will be shared internally in case there is any learning from what happened.