The work, workforce, technology and organisational implications of the ‘111’ single point of access telephone number for urgent (non-emergency) care: a mixed-methods case study

Journal article

Background

NHS 111 represents a fundamental change in the way that urgent care is delivered. It is underpinned by a computer decision support system (CDSS) and involves significant labour substitution, in particular the greater use of non-clinical staff to deliver services.

Objective

To investigate four core features of health-care innovation and change in relation to the new NHS 111 telephone-based service for 24/7 access to urgent care, namely the way in which work and workfo... Expand abstract

Authors: Turnbull, J; Pope, C; Rowsell, A; Prichard, J; Halford, S

• Publication status: Published
• Peer review status: Peer reviewed
• Publisher: National Institute for Health and Care Research
• Journal: Health Services and Delivery Research
• Volume: 2
• Issue: 3
• Pages: 1-140
• Publication date: 2014-02-01
• DOI: 10.3310/hsdr02030
• ISSN: 2050-4349
• Language: English
• Keywords: Work (physics); Nursing; Health care; Medicine; Business; Engineering; Marketing; Telecommunications; Service (business); Call centre; Service provider; Focus group; Workforce; Public relations; Context (archaeology)