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Let's not forget this individual has been given clear goals set by DH - it's govt policy/senior DH management at fault with Lansley stating in parliament that a national 111 service would be in place by 1/4/13. The fact is, it's a lot more difficult to set up a brand new service from scratch at scale than they anticipated - especially with everything else going on and the way in which it has been prescribed.

The balance between deadlines and safe services needs to be addressed and if patients suffer in the rush to announce a 'good news' story heads should roll (although it seldom happened pre-Francis).

Glad I don't live in an area going live just before Easter - good luck to them! Expect call volumes of 4x a normal weekday and significant peaks in concurrnet calls within that.

Redefining the NHSD service spec would have been a lot easier but that doesn't fit with selling off the NHS.....