NHS 111 service pushing 'A&E to breaking point'

ITV News has uncovered claims that the NHS non-emergency 111 helpline - which was meant to help ease the burden on A&E departments in England - is instead pushing some "to breaking point".

Medical staff on the frontline claim there has been a big jump in the number of 999 callouts and a sharp rise in patients arriving in A&E departments - most of which are not urgent. They tell us this is because:

  • Inexperienced 111 call centre staff are being too cautious and referring them to 999
  • The computerised system of the list of questions callers are asked often leads to the conclusion of "call an ambulance"
  • Callers often get tired of waiting for a call back from staff at the non-emergency helpline, or after a bad experience they end up taking themselves to A&E

NHS England says the service is working fine in most areas.


Surge in abandoned 111 calls

The extent of the new NHS non-emergency advice line's problems have been highlighted by a rise in abandoned calls. The number of people who hung up after waiting for more than 30 seconds increased to 29,100 in March, according to NHS figures.