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Islands NHS 111 Service rated as ‘Good’
09 September 2019

Inspectors from the Care Quality Commission (CQC) have rated Isle of Wight NHS Trust’s NHS 111 service as ‘Good’.

The Isle of Wight NHS Trust provides the NHS 111 service, which is a telephone helpline that operates 24-hours-a-day, 365-days-a-year supporting the local population.

NHS 111 answers calls from people with health concerns, gives advice and directs them to the local service most appropriate to meet their needs.

In 2018 approximately 86,000 calls were received, a 12% increase from 2017.

The CQC carried out an unannounced inspection and found that the service has taken positive steps to address previously identified issues.

The Trust’s NHS 111 service understood the needs of the island population and tailored services in response to those needs, according to inspectors.

The CQC inspectors also reported that they observed members of staff being courteous and helpful to people calling NHS 111 and treated them with dignity and respect. Staff gave patients timely support and information. Staff would adapt questions to enable patients to understand what information they were being asked for and arrangements were in place to respond to those with specific health care needs such as end of life care and those who had mental health needs.

In all cases patients were given advice about what to do should their condition change or deteriorate.

Victoria White, Head of Ambulance at Isle of Wight NHS Trust, said: “We are all delighted that the NHS 111 service was rated as ‘Good’.”

Lee Haward, Service Delivery Manager for the Integrated Care Hub, said: “Everyone has worked very hard, showing commitment and passion to improve the service we provide and we will continue to improve to meet the needs of the island population.

The team face busy and at times very challenging situations, so this is a real morale boost to staff.”

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