What is NHS 111?

NHS 111 is a free phone and online service available 24 hours a day, seven days a week. It's there to help when you need medical advice or support but it's not a life-threatening emergency.

NHS 111 engagement - what we heard and what happens next

Between May and August 2025, we asked local people to share their experiences of using NHS 111. More than 300 people took part in our survey, giving valuable feedback on how well the service is working and where improvements could be made.

  What we heard:

  • Many people were happy with the advice they received and found NHS 111 helpful.
  • Some told us they experienced long waits or missed call-backs, which caused frustration.
  • People said communication could be clearer, especially for those with additional needs, such as people who are deaf, neurodiverse, elderly, or have long-term conditions.
  • There were also calls for closer links between NHS 111 and GP services to make the system easier to navigate.

  What happens next:
The feedback will be shared with NHS commissioners and providers to help shape future plans for NHS 111. It will also inform upcoming procurement work to ensure the service is more responsive, accessible, and meets the needs of all communities.

Thank you again to everyone who took part and shared their experiences.

Below is the full engagement report with detailed findings from our engagement.

 nhs 111 engagement report