THE new NHS 111 urgent care helpline is already struggling to cope with demand in Surrey – even though the majority of us don't even know it is up and running.
The free service for calls which don't merit a 999 request was "soft" launched here in mid-March. Although residents have not been told about it and it is still a "work in progress", all out-of-hours calls to GPs have been diverted to its call centres since then, and anyone who dials it is connected.
However, the level of calls was far higher than predicted and staff failed to cope.
Surrey's providers, the South East Coast Ambulance Service (Secamb) and private company Harmoni, who also cover Sussex and Kent, have now drafted in 80 extra call handlers.
The 111 number will replace NHS Direct and be used to signpost patients to healthcare services. Nationally it has come under fire, with patients unable to get through, incorrect advice given, and claims it puts patients at risk and has even led to deaths.
Rich Aery, spokesman for Secamb, said: "This [May] bank holiday weekend was extremely busy as expected but we have employed extra staff since Easter to cope with demand."
"From the beginning, during the week we have been coping very well but the [weekend] demand has been far in excess of the modelling exercises carried out and signed off by the commissioners and the Department of Health.
"Everyone is working very hard to make sure patients are getting the service they deserve."
He added: "Any issues highlighted in the first few weeks of the soft launch are being treated extremely seriously."
The call centres in Dorking and Ashford, Kent, are taking between 3,000 and 4,000 calls per day at weekends.
There are no plans to draft in more staff – both call handlers and clinicians – when the NHS decides to publicly launch the service, although providers say they will react to demand.
Doctors were due to tell all patients to start using 111 in April, but that was cancelled in light of the problems.
Harriet Bevis, spokeswoman for the Surrey and Sussex Commissioning Support Unit – which works with the GP-led groups which commission the service – said the "hard" launch was now expected to happen some time next month.
Redhill GP Joe McGilligan is chairman of the East Surrey Clinical Commissioning Group, which is taking the lead for the 111 roll-out across Surrey.
He said: "The idea is brilliant but it's just how to implement it with all the safeguards and technology behind it to make sure we don't make mistakes."
"It is still a work in progress," he added. "It will eventually help streamline patients' access to the health service."
Have you had an experience with the new 111 number? Call the newsdesk on 01737 783867 or e-mail editor@surreymirror.co.uk.
