News : Oxfordshire's NHS 111 Service ‘Could Compromise Patient Safety'
Oxfordshire, UK, March 31, 2016 -- Oxfordshire Clinical Commissioning Group has said the safety of patients could be "compromised."
The safety of patients using the 111 service in Oxfordshire could be "compromised", according to the county's leading health body.
Oxfordshire Clinical Commissioning Group (OCCG), which overseas health services, has said the non-emergency service lacks "resilience".
South Central Ambulance Service (SCAS) runs the phone line and has said calls have increased by 16% in the last year.
It claimed staff shortages contributed to problems in answering calls.
In a risk assessment report published by OCCG, it said: "Patient safety in the 111 service will be compromised due to performance issues caused by a lack of resilience to peaks in demand."
OCCG has ranked the phone line as a "red risk", the highest category for risks to patient safety.
It comes after an undercover investigation by the Daily Telegraph in June recorded a worker at SCAS's 111 call centre in Bicester, Oxfordshire, saying all staff had "killed someone indirectly".
After the report prompted an investigation in January, the Care Quality Commission said the service was "safe and effective".
The ambulance trust said that a 16% increase in call volume meant phone handlers could not answer calls "as quickly as we would like".
GO FOR GOLD AND REPRESENT YOUR NATION!
Awards for all levels of staff and a fantastic range of corporate awards for contact centers! Click on the banner for details!
In January alone, the service received 173,563 calls on both their 999 and 111 phone lines.
SCAS has also said that a recruitment shortfall has contributed to issues in responding to calls.
A spokesperson added: "We are working hard to improve our response to the patients who require our assistance.
"We are continuing to recruit staff to the NHS 111 service across our area."
SCAS provides ambulance services for Oxfordshire, Berkshire, Hampshire and Buckinghamshire.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Buy Today But Plan For Tomorrow
More Editorial From South Central Ambulance Service
About South Central Ambulance Service:
South Central Ambulance Service NHS Foundation Trust (SCAS) is the authority responsible for providing NHS ambulance services in Berkshire, Buckinghamshire, Hampshire and Oxfordshire in the South East England region.
Published: Friday, April 1, 2016
|Horizon Contact Centers|
Horizon is an on demand international Contact Center and (BPO) Company.
|Blue Ocean Contact Centers|
We thrive on delivering critical customer service solutions that go beyond transactional interactions. As such, our goal is to enhance lifetime customer value, providing support that is a reflection o...
For over 30 years, CGS has enabled global enterprises, regional companies and government agencies to drive breakthrough performance through business applications, enterprise learning and outsourcing s...
|Competence Call Center|
CCC is a BPO companies in the field of Customer Care in Europe and has been offering high quality international customer care solutions for 19 years. More than 5.500 service professionals at 18 locati...