People seeking help for an urgent health problem Not Applicable
Conditions
Interventions
Before and after time series of NHS111 telephone activity 3 years before and 1 year after the introduction of an online NHS11 service in 9 areas. User/patient surveys and interviews for online and tel
Sponsors
University of Sheffield
Eligibility
Sex/Gender
All
Inclusion criteria
Inclusion criteria: 1. Individual members of the public who log in to the NHS111 online service or call the NHS111 telephone service 2. Staff and other stakeholders involved in delivery or commissioning of NHS111 services
Exclusion criteria
Exclusion criteria: User interviews: 1. Children under 16 years 2. Unable to provide consent
Design outcomes
Primary
| Measure | Time frame |
|---|---|
| Measured using routine national data: 1. Change in number of contacts with the NHS111 telephone service: time series analysis of trends 3 years before and 1 year after the introduction of NHS111 online 2. Cost consequences: cost estimates of NHS111 online service, combined cost of NHS111 online and telephone services and urgent care system cost changes, measured 1 year after the introduction of NHS111 online | — |
Secondary
| Measure | Time frame |
|---|---|
| 1. Usability, acceptability and compliance with advice provided by NHS111 online, assessed using the NHS Digital NHS 111 online patient survey and telephone interviews within 2 weeks of contact 2. Usability, acceptability and compliance with advice provided by NHS111 telephone service, assessed using the postal/telephone NHS111 patient experience survey within 2 weeks of contact 3. Changes to service provision and workforce effects, assessed using NHS staff and stakeholder interviews at least 1 year after implementation of online service | — |
Countries
England, United Kingdom
Outcome results
None listed