News : Call Centre Staff are Saluted by NHS Chief
Oct 10, 2013 -- The chief executive of NHS England has given a clean bill of health to the work of one of Yorkshire’s 111 medical helpline units.
Sir David Nicholson paid a visit to the Yorkshire Ambulance Service-run NHS 111 call centre at the Wakefield 41 Business Park on Wednesday.
Launched in March, the country’s 111 system aims to provide medical advice to patients who have problems or questions that are urgent but still do not constitute an emergency.
The service has faced criticism in some parts of England, with complaints about calls going unanswered and the issuing of sub-standard advice.
But Sir David came away from Wakefield confident that its centre was delivering the goods for patients.
He said: "Much has been said about the 111 service over the past few months and some of the issues it has faced have been well documented. "It was really interesting to see first-hand the service performing well during my visit and how the people of Yorkshire are being supported.
"A particular highlight was talking directly to staff, listening to their experiences and the pressures that they face working in a 111 call centre. "What was clear to me is that the staff I spoke to were dedicated and committed to providing a first class experience."
The Yorkshire Ambulance Service runs two other NHS 111 call centres in the county, one at Wath-upon-Dearne, near Rotherham, and a second in York.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Loyalty Versus Satisfaction
More Editorial From NHS Direct
About NHS Direct:
NHS Direct is a 24 hour health advice and information service provided by the National Health Service (NHS) in England. NHS Direct provides confidential access to medical information, guidance and reassurance through a range of interactive services. These include an expert telephone advice line and detailed web resources.
About Yorkshire Ambulance:
NHS Ambulance Trust
Published: Tuesday, October 15, 2013