Intended for healthcare professionals


NHS 111 has poor quality advice, slow response times, and inappropriate delays, complainants say

BMJ 2013; 346 doi: (Published 23 May 2013) Cite this as: BMJ 2013;346:f3382
  1. Matthew Limb
  1. 1Birmingham

Patients are likely to have been harmed by implementation of the new NHS 111 urgent care telephone system, a government expert on the safety of patients has admitted.

Mike Durkin, director of patient safety for NHS England, said that data on potentially serious incidents were being collected but that it was not yet known whether anyone was “culpable.”

Durkin was speaking at the Patient Safety 2013 Congress, which opened in Birmingham on Tuesday 21 May.

The NHS 111 non-emergency advice line, which was rolled out nationally from 1 April, has come under fierce criticism from many doctors’ organisations, including the BMA.1 2 3


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