News : NHS 111 Phone Line Will Undergo ‘Fundamental' Reform
London, UK, Jan 26, 2016 -- The NHS 111 phone line service will undergo "fundamental" reform in the wake of a report into an unnecessary death of a child, Jeremy Hunt has said.
William Mead, from Cornwall, died of Sepsis after NHS 111 failed to diagnose his condition.
The 111 service was rolled out by the Coalition government by early 2014 to replace the NHS Direct phone line.
The change was criticised at the time because NHS Direct’s call handlers were mainly nurses, while the new service used non-clinician staff in call centres using a piece of computer software.
An inquiry into the effectiveness of NHS 111 launched after Mead’s death found that a trained doctor or nurse would have been more likely to successfully identify that the child was suffering from Sepsis.
The report said that might have saved the boy’s life because the tool used by the untrained call handlers was not adequate to detect sepsis.
Responding to an urgent question in Parliament about the issue, the Health Secretary Jeremy Hunt said changes to the algorithm used by call centre workers could help prevent future problems.
He also said the service would be reformed in order to make it more simple.
"With respect to 111 I think there are some things that we can do quickly in response to this report but I think there is a more fundamental change we can make to 111 as well," he told MPs.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - 5 More Ways To Start Motivating Agents Today!
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.
Published: Wednesday, January 27, 2016
|The Taylor Reach Group|
The Taylor Reach Group is a call center and contact center consultants specializing in customer experience consulting and call and contact center consulting, management, performance, technologies, sit...
inContact, Inc. provides on-demand customer contact center platforms to approximately 650 contact centers across the globe. With its roots in telecommunications and network infrastructure, inContact i...
Verint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - m...
Avaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications an...