GP complaints force NHS 111 action

NHS England has pledged to fix ongoing issues with messages sent by NHS 111 to practices, following a series of complaints from GPs.

GPs have complained about the length of post-event messages from NHS 111 services (Photo: Julian Dodd)
GPs have complained about the length of post-event messages from NHS 111 services (Photo: Julian Dodd)

GPs have warned that messages sent by NHS 111 after a patient has called the service, known as post-event messages, contain excessive amounts of information and are difficult to integrate with practice systems.

Deputy chief executive Dame Barbara Hakin has now written to CCGs promising to investigate the issue.

She wrote: ‘I know that, at times, these messages are considered to be too long, and don’t integrate with existing GP systems.

'Since NHS England became responsible for the service in April 2013, we have been working with our clinical reference group to find a solution to this issue.'

A letter from NHS 111 technical lead Tony Yates informed commissioners that duplicate messages sent when patients are referred from NHS 111 to an out-of-hours provider will be stopped.

Mr Yates told CCGs he had been working with NHS 111 and GP system vendors to solve the problems of integrating post-event messages into GP systems. 

Providers and system vendors are expected to implement a series of technical changes by 30 November.

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