NHS 111 phone line response times improve after 'serious problems'

Response times for the NHS non-emergency phone line 111 have dramatically improved after suffering serious problems, a senior figure in the health service has said.

Dame Barbara Hakin, chief operating officer and deputy chief executive of NHS England, said: "There is no question whatsoever that we had serious problems with NHS 111 in the early part of the year.

"In particular, a couple of providers failed to deliver a service for which they had signed a contract and had given assurances that they could deliver the service."

But she told MPs on the health select committee: "Now we are seeing a dramatic improvement in the response times and the call handling.

"We have now reached the position whereby, across the country where 111 is operational, calls are being answered quickly, calls are not being abandoned and we are also seeing a much-improved transfer time to nurses."

Dame Barbara was speaking after the British Medical Association (BMA) annual representatives meeting in Edinburgh called for an independent inquiry into the roll-out of the "disastrous" NHS phone line.

The 111 phone number was rolled out in April, replacing NHS Direct as the number to call for urgent but non-emergency care.

But the line suffered many teething problems, with patients complaining of calls going unanswered, poor advice given, and calls being diverted to the wrong part of the country.

Dame Barbara was giving evidence to MPs about emergency services and emergency care alongside Professor Sir Bruce Keogh, medical director for NHS England.

Their appearance follows the publication of findings from a review led by Sir Bruce, which calls for the NHS to design a simpler system if it is to relieve pressure on emergency care.