111 Wales

111 Wales
111 is the new, completely free way to contact the NHS from landlines and mobiles. The service was originally piloted in the Abertawe Bro Morgannwg University Health Board (ABMU) area but is now also available in Powys and Hywel Dda University Health Board area. The service remains available to patients previously covered by ABMU in the Bridgend Borough County Council area following its transfer to Cwm Taf Morgannwg University Health Board

The service is an amalgamation of NHS Direct Wales and the GP out-of-hours services. If you live outside these areas or are registered with a GP practice in another county, you won’t be able to ring 111.

The 111 service is available 24 hours a day, seven days a week, and you can use it both for health information and advice and to access urgent primary care.

If you live in Wales near the border with England, and you ring 111, you may be asked to select the service you wish to contact: Wales or England. Choose NHS 111 Wales and we will ensure you receive the health information and advice you are seeking. If you live in Wales and you are registered with a GP in England there may be circumstances in which NHS 111 Wales refers you to a service in England if this is the right service for you.

If you live in England near the border with Wales, and you ring 111, you may be asked to select the service you wish to contact: England or Wales. Choose NHS 111 England and they will ensure you receive the health information and advice you are seeking. If you live in England and you are registered with a GP in Wales there may be circumstances in which NHS 111 England refers you to a service in Wales if this is the right service for you.

111 Service for deaf and hard of hearing -
InterpreterNow is a service that enables deaf (and hearing) British Sign Language [BSL] users to communicate with hearing people via an online BSL interpreter. InterpreterNow can be accessed using a computer, or via the InterpreterNow app onto your smartphone or tablet.
Once you have contacted the InterpreterNow service, the interpreter will contact us by telephone and relay your the conversation with a member of our team e.g. a Nurse Advisor or a Health Information Adviser, depending on what the problem is. You will be asked a series of questions to assess your needs and then will be provided with the healthcare advice/information you need or directed to the local service that can help you best. The service is currently being piloted in 111 Wales areas and is available 7 days a week, between 8.00am & midnight.

Click on the following link for more information and guidance on how to download InterpreterNow onto your computer, tablet or smartphone.

If you are deaf or hard of hearing and don’t use BSL or have access to a computer, tablet or smartphone, you can still contact 111 via Next Generation Text/Text Relay (previously known as Type Talk) by dialling 18001 111.

How 111 Works
Sometimes it’s difficult to know which service to contact and when, so introducing this memorable three-digit number will make it easier not just to access health information and advice if you are ill and unsure what to do but to also access urgent care once your GP surgery has closed.

Have a question? Click here
to read our Frequently Asked Questions document.

Benefits
Sometimes patients think that the ambulance service and the Emergency Department are the only places available, especially at night or weekends.

Calling 111 will help to signpost you to the right service – for example, a GP, nurse, pharmacist or a Minor Injury Unit – where you will often be seen far more quickly than in Emergency Departments, which focus on patients with major illnesses or injuries that can only be treated there.

Remember, 999 should only ever be used when there is a life-threatening emergency, so if it is not an emergency, use 111.

Feedback

Whether you have had a good experience or you think we could have done better, you can tell us by taking this survey.

If you have a concern about the service that you have received from 111, please contact the Welsh Ambulance Service’s
Putting Things Right Team.

If you have a concern about ABMU’s GP out-of-hours service, click
here to raise it.
If you have a concern about Hywel Dda’s GP out-of-hours service, click
here to raise it.

If you have a concern about PTHB’s GP out-of-hours service, click here to raise it

Wi-Fi Calling
We’ve had some feedback which suggests that not everyone has been able to get through to the new 111 number when using a mobile phone. We think this is because callers are using a feature on their mobile phones called Wi-Fi Calling. With Wi-Fi Calling you can call and text whenever you’re on Wi-Fi, even if there’s no phone signal. Unfortunately, this might present a problem if you’re trying to call 111.

To turn off Wi-Fi Calling, you’ll need to change the settings in your phone. The process is slightly different for each phone, so please contact your service provider for help on how to do this. Alternatively, you can call 111 from a landline telephone.

Your Information and 111
It is important that health care professionals have access to relevant medical information to provide you with the very best care and treatment. When you phone 111, the telephone message will advise you that we will share relevant information with other health and care professionals involved in your direct care unless you advise us differently.

By providing consent to share information, it allows us to ensure that if you do need to speak to someone in the GP out-of-hours service, they will have access to the information that you have already provided and avoids you needing to repeat information (such as your address and symptoms).

A summary of your contact with the 111 service will also be available at your GP practice. If you don’t want your information to be shared it is important that you advise the call taker so that they can ensure that no information is transmitted to the GP out-of-hours service and to your GP practice.

The Welsh Ambulance Service and the health boards GP out-of-hours services are fully compliant with the law on information sharing and will only share information that is necessary to provide you with the best care. We will not share or sell information with third parties outside of the NHS. We have developed a specific information sharing agreement for this pathfinder. Click
here for more information about how we manage your information.

There is also information on the Welsh GP Record (formerly known as the Individual Health Record). This record is available to the GP out-of-hours service and will help to make sure that you are provided with the right care and treatment. Click
here for more information.

Helpful
The 111 Programme commissioned a review of Access to Urgent and Emergency Dental Care in Wales to inform the development of services that are able to effectively meet the needs of people who experience dental pain. 

The review has now been concluded and an action plan is being developed to take forward the recommendations. 

Click
here to read the review.

Review of 111 pilot
An evaluation of the 111 pilot thus far has been conducted by Janette Turner of the University of Sheffield.

Click on the link below to read a summary of the evaluation.

Copies of the full report are available on request.

Please email Ann-Marie.Morgan@wales.nhs.uk to request a full copy.


NHS Wales – Review of 111 Pathfinder (Executive Summary)