Demand for the Isle of Wight’s 111 service has increased by 38 per cent in the last five years, new figures reveal.
The non-emergency telephone service has been based on the Island since 2012.
Islanders can phone advisers and clinicians when they need medical help or guidance and be referred, if necessary, to a range of health providers.
One of the most used in the country
Victoria White, director of operations for the Isle of Wight Ambulance Service, told members of the Isle of Wight Council’s health scrutiny committee on Monday, the Island’s 111 service is one of the most used in the country and there has always been a good take-up.
112,700 calls in 2022
Currently, the service is receiving between 8,500 and 10,000 calls a month with an average call lasting six minutes and 30 seconds.
In 2022, handlers received more than 112,700 calls. During the height of the Covid-19 pandemic, the service received more than 120,000 in one year.
Alternative to speaking to GP?
A question was raised by the committee about the number of patients phoning 111 and being booked in to speak to a GP – 82 per cent on average between October 2022 and March 2023.
The national average is 55 per cent.
Committee members questioned whether it was a positive or negative, and wondered if calls were being made as an alternative to speaking to their GP surgery.
High numbers reflect years of messaging
Dr Michele Legg, clinical director for the Island on the Hampshire and Isle of Wight Integrated Care System, said for many years Islanders have been told to contact 111 first and she said this is reflected in the high numbers.
Ms White said 111 had worked closely with the primary care sector to be able to connect patients with their GP surgery, while Dr Legg, a GP in Ryde, said appointments are held specifically for 111 bookings – patients are diverted there if it is appropriate.
Increase in online users
The 111 service is also seeing an increase in the number of online users, the meeting was told.
This article is from the BBC’s LDRS (Local Democracy Reporter Service) scheme, which News OnTheWight is taking part in. Some alterations and additions may have been made by OnTheWight. Ed
Image: Image of Police call handler (because we don’t have any of NHS call handlers) by West Midlands Police under CC BY 2.0
