Devon Doctors: 111 step-in service for over 75s

Devon Doctors was asked to help the 111 provider in Somerset to cope with winter pressures by setting up an alternative route for patients who are over 75 or under one.

The 111 support service, which was established within six weeks, streamed these patients into a clinical assessment service within three minutes of the start of the call, using 30 new call handlers who had to be recruited and trained.

The new service has seen a drop in the ambulance referral rate with only true emergencies being passed to the ambulance service and onto accident and emergency.

The usual method of assessment – Pathways – results in around 18 per cent of these patients being conveyed: the new service reduced this to 6.6 per cent, saving 600 ambulance trips in December 2018.  

Call answering within 60 seconds was at 93.3 per cent and only 1.5 per cent were abandoned. Feedback from clinical commissioning groups and the ambulance service has been supportive, as is that from patient groups.

Read a detailed case study about this project at HSJ Solutions


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