{"id":156142,"date":"2017-02-22T15:20:15","date_gmt":"2017-02-22T15:20:15","guid":{"rendered":"http:\/\/healthmedicinet.com\/i\/pressure-grows-on-nhs-as-111-helpline-sends-more-to-ae\/"},"modified":"2017-02-22T15:20:15","modified_gmt":"2017-02-22T15:20:15","slug":"pressure-grows-on-nhs-as-111-helpline-sends-more-to-ae","status":"publish","type":"post","link":"http:\/\/healthmedicinet.com\/i\/pressure-grows-on-nhs-as-111-helpline-sends-more-to-ae\/","title":{"rendered":"Pressure grows on NHS as 111 helpline sends more to A&amp;E"},"content":{"rendered":"<ul class=\"mol-bullets-with-font\">\n<li class=\"\"><strong>Around 200,000 callers a month told to go to casualty or wait for paramedics\u00a0<\/strong><\/li>\n<li class=\"\"><strong>This is 22 per cent of total callers, up by four per cent from 111&#8217;s launch in 2013\u00a0<\/strong><\/li>\n<li class=\"\"><strong>Call handlers have no medical expertise are scared conditions could be severe\u00a0<\/strong><\/li>\n<\/ul>\n<p class=\"author-section byline-plain\">By<\/p>\n<p>Sophie Borland Health Editor For The Daily Mail<\/a><\/p>\n<p class=\"byline-section\"><span class=\"article-timestamp article-timestamp-published\"><br \/>\n  <span class=\"article-timestamp-label\">Published:<\/span><br \/>\n  19:34 EST, 21 February 2017<br \/>\n<\/span><br \/>\n | <span class=\"article-timestamp article-timestamp-updated\"><br \/>\n  <span class=\"article-timestamp-label\">Updated:<\/span><br \/>\n  04:20 EST, 22 February 2017<br \/>\n<\/span>\n<\/p>\n<\/p>\n<ul>\n<li class=\"share-facebook\"><\/li>\n<li class=\"share-twitter\"><\/li>\n<li class=\"share-pinterest\"><\/li>\n<li class=\"share-gplus\">\n      <span class=\"g-interactivepost\"><br \/>\n        <a><\/a><br \/>\n      <\/span>\n        <\/li>\n<li class=\"share-email\">\n<p>                <span class=\"wai\">e-mail<\/span><br \/>\n            <\/a>\n        <\/li>\n<li class=\"share-icons\" id=\"shareLinkTop\">\n            <\/a>\n            <\/li>\n<\/ul>\n<p>     <span><\/span><\/p>\n<p class=\"count-number\">         119<\/p>\n<p class=\"count-text\">View <br \/> comments<\/p>\n<p>    <\/a><\/p>\n<p class=\"mol-para-with-font\">Rising numbers of patients who call the 111 non-emergency helpline are being sent an ambulance or told to go to AE, a report warned yesterday.<\/p>\n<p class=\"mol-para-with-font\">Around 200,000 callers a month are now told to go to casualty or wait for paramedics \u2013 up from 150,000 a month only three years ago.<\/p>\n<p class=\"mol-para-with-font\">This is as many as 22 per cent of the total callers, a rise from 18 per cent in 2013 when the service launched.<\/p>\n<p class=\"mol-para-with-font\">The Nuffield Trust think-tank said the concerning findings were probably a result of unqualified call centre workers being too \u2018risk averse\u2019.<\/p>\n<p>    <img loading=\"lazy\" decoding=\"async\" id=\"i-ed894dc56c56ab98\" src=\"image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" height=\"422\" width=\"634\" alt=\"The 999 line is manned by call centre workers with no medical training who read through a computer script to decide what to do (file image)\" class=\"blkBorder img-share\" \/><br \/>\n      <img loading=\"lazy\" decoding=\"async\" id=\"i-ed894dc56c56ab98\" src=\"http:\/\/i.dailymail.co.uk\/i\/pix\/2017\/02\/22\/00\/13D5B51E000005DC-4247494-image-a-2_1487723241705.jpg\" height=\"422\" width=\"634\" alt=\"The 999 line is manned by call centre workers with no medical training who read through a computer script to decide what to do (file image)\" class=\"blkBorder img-share\" \/><\/p>\n<p class=\"imageCaption\">The 999 line is manned by call centre workers with no medical training who read through a computer script to decide what to do (file image)<\/p>\n<p class=\"mol-para-with-font\">They have no medical knowledge and so are more likely to dispatch ambulances just in case, even for period pains, insect bites or burnt lips.<\/p>\n<p class=\"mol-para-with-font\">The study also shows huge variation in ambulance dispatches across England \u2013 from the North-East, where 17 per cent of 111 callers were sent an ambulance last year, to only 8 per cent in south-east Essex.<\/p>\n<p class=\"mol-para-with-font\">The findings will stoke fears that the helpline is contributing to the crisis in AE, where waiting times have surged.<\/p>\n<p class=\"mol-para-with-font\">The 111 helpline has been beset with controversy ever since its launch in April 2016, to replace NHS<\/a> Direct.<\/p>\n<p class=\"mol-para-with-font\">It is manned by call centre workers with no medical training who read through a computer script to decide what to do.<\/p>\n<ul class=\"rotator-panels link-bogr1 linkro-ccox\">\n<li>\n<p>          <img loading=\"lazy\" decoding=\"async\" src=\"http:\/\/i.dailymail.co.uk\/i\/pix\/2017\/02\/22\/00\/3D80C4B100000578-0-image-a-10_1487722759586.jpg\" width=\"62\" height=\"60\" \/><span>Nurse who said: &#8216;I&#8217;m bored who can we get rid of next?&#8217; Ward&#8230;<\/span><br \/>\n        <\/a><\/p>\n<p>          <img loading=\"lazy\" decoding=\"async\" src=\"http:\/\/i.dailymail.co.uk\/i\/pix\/2017\/02\/18\/00\/3D5BF0BB00000578-0-image-a-5_1487379204808.jpg\" width=\"62\" height=\"60\" \/><span>GPs from Europe are more than TWICE as likely to face&#8230;<\/span><br \/>\n        <\/a>\n      <\/li>\n<\/ul>\n<p class=\"mol-para-with-font\">But flaws in this system were blamed for the tragic death of one-year-old William Mead from sepsis in 2014, when a call handler failed to realise he was seriously ill and confused his symptoms with a cough.<\/p>\n<p class=\"mol-para-with-font\">At the same time call centre handlers have been sending patients to AE or dispatching ambulances when all they needed was advice.<\/p>\n<p class=\"mol-para-with-font\">The report also found that the helpline has missed its target for answering 95 per cent of calls in 60 seconds for the last two and a half years.<\/p>\n<p class=\"mol-para-with-font\">An investigation by the Daily Mail last year revealed the 111 service was mired in chaos. Teenagers were left to answer life-or-death calls, exhausted staff were falling asleep at their posts and deaths linked to the service were covered up.<\/p>\n<p class=\"mol-para-with-font\">MPs said the helpline\u2019s failings were adding to the pressures in AE.<\/p>\n<p class=\"mol-para-with-font\">Former health minister and Lib Dem MP Norman Lamb said: \u2018These numbers are yet another sign of the unbearable pressure our health system is under. Whichever part of the system you look at it\u2019s now at breaking point. The Government urgently needs to fix the 111 system and ensure staff are properly trained.\u2019<\/p>\n<p>    <img loading=\"lazy\" decoding=\"async\" id=\"i-d3aaae6b5e72de02\" src=\"image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" height=\"431\" width=\"634\" alt=\"The study also shows huge variation in ambulance dispatches across England \u2013 from the North-East, where 17 per cent of 111 callers were sent an ambulance last year, to only 8 per cent in south-east Essex\" class=\"blkBorder img-share\" \/><br \/>\n      <img loading=\"lazy\" decoding=\"async\" id=\"i-d3aaae6b5e72de02\" src=\"http:\/\/i.dailymail.co.uk\/i\/pix\/2017\/02\/22\/00\/37B5B4B500000578-4247494-image-a-1_1487723238308.jpg\" height=\"431\" width=\"634\" alt=\"The study also shows huge variation in ambulance dispatches across England \u2013 from the North-East, where 17 per cent of 111 callers were sent an ambulance last year, to only 8 per cent in south-east Essex\" class=\"blkBorder img-share\" \/><\/p>\n<p class=\"imageCaption\">The study also shows huge variation in ambulance dispatches across England \u2013 from the North-East, where 17 per cent of 111 callers were sent an ambulance last year, to only 8 per cent in south-east Essex<\/p>\n<p class=\"mol-para-with-font\">But the report pointed out that despite its failings, the helpline did appear to be successfully steering patients away from AE or calling 999.<\/p>\n<p class=\"mol-para-with-font\">It highlighted evidence showing that without 111 many more patients would turn up in AE or call an ambulance.<\/p>\n<p class=\"mol-para-with-font\">A spokesman for NHS England said: \u2018The increased number of people referred to emergency care is proportionate to the higher number of calls being handled.\u2019<\/p>\n<p class=\"mol-para-with-font\">He added: \u2018111 continues to do an important job helping patients to get the right care, at the right place and at the right time, and in protecting both AE and ambulance services from unnecessary attendances and callouts.\u2019<\/p>\n<p>            <!-- ad: http:\/\/mads.dailymail.co.uk\/v2\/us\/health\/none\/article\/other\/inread_player.html --><\/p>\n<h3 class=\"social-links-title\">Share or comment on this article<\/h3>\n<ul class=\"bigLinks sc-icns cleared\">\n<li class=\"facebook\">\n<p>                                    <span class=\"wai\">e-mail<\/span><br \/>\n                                <\/a>\n                            <\/li>\n<li class=\"share\" id=\"shareLinkBottom\">\n<p>                                <\/a>\n                            <\/li>\n<li class=\"social-stats social-stats-pipe\" id=\"shareCountBottom\">\n<\/li>\n<li id=\"addCommentButton\" class=\"add-comment\">\n<p>                                <\/a>\n                            <\/li>\n<\/ul>\n<p>            <!-- NOTE: WARNING: render-partial is a function --><\/p>\n<ul class=\"rotator-panels\">\n<li class=\"new shallow-ac mini link-bogr6 linkro-wocc\">  <img loading=\"lazy\" decoding=\"async\" src=\"http:\/\/i.dailymail.co.uk\/i\/pix\/2017\/02\/21\/19\/3D7E793500000578-0-image-m-41_1487706730218.jpg\" alt=\"As the trio of vehicles all stop at a red light, one of the men inside the van can be heard asking: 'Alright, want my number?'\" width=\"154\" height=\"115\" \/><span class=\"wocc bdrcc\">&#8216;That&#8217;s exactly what you deserve, you scum&#8217;: Furious&#8230;<\/span> <\/a> <\/li>\n<li class=\"new shallow-ac mini link-bogr6 linkro-wocc\">  <img loading=\"lazy\" decoding=\"async\" src=\"http:\/\/i.dailymail.co.uk\/i\/pix\/2017\/02\/21\/20\/3D7F220E00000578-0-image-a-68_1487709920124.jpg\" alt=\"\" width=\"154\" height=\"115\" \/><span class=\"wocc bdrcc\">Firebrand conservative columnist Milo Yiannopolous quits&#8230;<\/span> <\/a> <\/li>\n<li class=\"new shallow-ac mini link-bogr6 linkro-wocc\">  <img loading=\"lazy\" decoding=\"async\" src=\"http:\/\/i.dailymail.co.uk\/i\/pix\/2017\/02\/21\/21\/02B182F7000005DC-0-image-m-5_1487714044100.jpg\" alt=\"Karen Matthews, pictured in 2008\" width=\"154\" height=\"115\" \/><span class=\"wocc bdrcc\">Wallowing in self pity, the mother who faked her own&#8230;<\/span> <\/a> <\/li>\n<li class=\"new shallow-ac mini link-bogr6 linkro-wocc\">  <img loading=\"lazy\" decoding=\"async\" src=\"http:\/\/i.dailymail.co.uk\/i\/pix\/2017\/02\/21\/19\/03B10F23000003E8-0-image-a-11_1487704078178.jpg\" alt=\"Mark Williams-Thomas theorises that Madeleine McCann left her holiday flat to look for her parents on the night she went missing\" width=\"154\" height=\"115\" \/><span class=\"wocc bdrcc\">Madeleine McCann&#8217;s angry parents are &#8216;baffled&#8217; 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