NHS 111’s response to callers with Covid-19-related symptoms during the pandemic – Report
NHS 111’s response to callers with Covid-19-related symptoms during the pandemic – Report
The purpose of this investigation is to support improvements in the delivery of NHS 111 and other telephone triage services during a national healthcare emergency. The investigation uses real patient safety incidents involving Patients and their families who dialled NHS 111 (and were either managed through NHS 111 or the Covid-19 Response Service [CRS]) for advice during the Covid-19 pandemic. These are referred to as ‘reference events’ and support examination of the national issues.
The four reference events used in this report occurred in the early months (March–June 2020) of the pandemic, but the report also highlights learnings and developments from later in the pandemic.
“As Chair of Citizens Partnership for HSIB I am glad that we were able to focus on the critical issues around the delivery of NHS111 and the concerns raised by family members who lost their loved ones during the COVID-19 pandemic. Lessons need to be learned for the future”
– Patrick Vernon