By James Horsley

Integrated Urgent Care - How NHS 111 fast-tracks patients in London to the appropriate care

Handling over 32,000 calls per week across London, NHS 111 provides rapid urgent care 24/7, 365 days a year, covering a population exceeding 8 million people. This creates a tremendous challenge for the 5 distinct call handling providers to efficiently and effectively triage these calls. The NHS 111 Health Advisors and Clinical Advisors must deliver fast, accurate information, and safely manage risk, through ‘over the phone’ triage.

NHS 111 London was held back by a lack of digital innovation, impacting patient experiences and outcomes. One of their key issues was the inability to gain a clear overview of healthcare across the whole of London, preventing the NHS from tracking the spread of disease in real time. Additionally, patients were routed to any available advisor, meaning that repeat callers had to give the same information to different agents every time they got in contact. There was no way of monitoring changes in symptoms or prioritising worsening patients, and Average Handling Times (AHTs) suffered.

storm® has helped to tackle these challenges with the Patient Relationship Management (PRM) system, providing advanced real-time and historical reporting capabilities. NHS 111 London can now measure call volumes and symptom frequencies, taking a more proactive approach to emerging epidemics with incorporated alerting and enhanced reporting capabilities. Repeat callers are automatically identified and routed with high priority, effectively triaging contact. Through integration with Special Patient Notes (SPNs), call handlers are automatically notified of the caller’s medical conditions, aiding rapid routing and diagnosis.

Thanks to the storm platform and PRM system, NHS 111 London has experienced:

  • 50% reduction in ambulance conveyance
  • Callers are 5 times more likely to have their call closed by 111
  • Effective management of any concurrent level of demand

Ultimately, NHS 111 London has gained a holistic view of healthcare across the Capital, regardless of which independently operated call handling provider deals with a patient. Additionally, routing all 111 calls through storm first, enables NHS 111 London to load balance between providers and ensure that no single provider is ‘overloaded’, impacting patient care and wait times.

You can read more in the official NHS 111 London case study here.

If you are interested in finding out how we can help your healthcare organisation realise lower patient handling times and rapid route to care, feel free to contact me by email at, or call me on 01344 852 350.

July 26, 2018
Category: News