SERVICE DESIGN- According to Bristol CCG’s latest board papers the launch of the new NHS 111 service with Harmoni has “not gone well and performance has not been what we would expect it to be.”

The CCG governing body papers set out the main concerns with the contract as being:

– An inability of Harmoni to hit their key performance target of answering calls 95% of the time within 60 seconds;

– Concern regarding high number of calls abandoned;

– Concerns with high numbers of referrals to the ambulance service for ambulance dispatch;

– An inability to utilise the provided directory of services to its full potential.

It acknowledges that Harmoni are “working very hard to bring their service up to the standards we would expect of it” however, the CCG warn that it is not currently in a position where it can “be assured of their future performance.”