A man from County Durham has said that he will never use the NHS non-emergency 111 number again.
Brian Sowerby called the 111 number after getting a serious lung infection - but says his condition worsened as he was kept on the phone for 45 minutes.
The helpline was first launched in County Durham and Darlington in 2010 before being rolled out across the North East in April.
Watch the full report from Frances Read below.
Brian Sowerby from County Durham has told ITV News that he will never ring the NHS 111 service again, after he felt he was let down so badly before.
Brian Sowerby from County Durham has been speaking to ITV News about his disappointment that he was failed by the NHS 111 service.
He rang the 111 telephone number after a serious lung infection made it difficult for him to breathe, but says that he was questioned for 45 minutes - before he hung up.
He also says that a paramedic did not arrive for an hour.
A spokesperson from the region’s 12 clinical commissioning groups, who commission the NHS 111 and ambulance service for the North East, have released the following statement in response to Mr Sowerby's complaint.
A man from County Durham says he'll never use the NHS's non-emergency 111 number again saying he feels let down by the service.
Brian Sowerby rang the 111 telephone number after a serious lung infection made it difficult for him to breathe.
However, he says he was asked questions for 45 minutes and that a paramedic did not arrive for an hour.
Leading doctors warned last month that the introduction of the service meant that patients do not know where to turn to help.
Health officials say that the NHS advice line is steadily improving and highly rated by the majority of people who use it. The advice is still to ring 999 in an emergency.
The new non-emergency NHS advice line is "steadily improving" health officials have said, after publishing new figures today.
But the number is still experiencing teething problems, with 66,000 of the 514,000 calls answered in April taking more than a minute to answer.
An NHS England spokeswoman said:
The latest figures for the NHS England's 111 service have been published today. According to the report, for the period between April 2011 to March 2013, 92% of callers were very or fairly satisfied with their NHS111 experience.
Last month, shadow health secretary Andy Burnham criticised the service, adding that it was Health Secretary Jeremy Hunt's "job to find solutions".
More than 80% of calls to the NHS 111 service were answered within 60 seconds, according to NHS England's latest figures released today. The report found:
- In April, there were 566,532 calls to the 111 service, with 94% (of these calls from people directly dialling 111.
- In the same month, 87% of answered calls made to NHS111 were answered within 60 seconds. Of all calls offered 4% were abandoned after waiting longer than 30 seconds.
- Average length of a call episode for data up to and including April was 8 minutes 09 seconds, with 79% of callers receiving a triage and 6% of answered calls called back.
- On average 27% of call time was handled by clinical staff for all calls up to and including April.
- For the period between April 2011 to March 2013, 92% of callers were very or fairly satisfied with their NHS111 experience.
You can read the full report here.
Anne McIntosh, the Conserative MP for Thirsk and Malton, has described the call she made to the NHS 111 services a few days before her father died.
Leading a debate at Westminster Hall on the impact of the new 111 phone line on emergency services, Anne McIntosh told MPs that when she tried to describe his condition, she got nowhere: