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Before pharmacies, and before GPs, NHS 111 is often the main gatekeeper into the health service – handling millions of calls a year and playing a critical role in triaging patients, from suspicions of flu to what could be the early signs of cancer. But we don’t often see through the gatekeepers’ windows.
In an exclusive interview with Byline Times, Andrew Champion, a former NHS 111 clinician, has revealed allegations of systemic problems plaguing the UK’s health service hotline. Champion worked for the Hertfordshire Urgent Care NHS 111 call centre, and his account paints a concerning picture of a service on the brink of crisis. He continues to receive constant requests for urgent staffing, seen by this paper.
“Pressure on the system is high,” Champion explained. “The system cannot cope. There are not enough bums on seats, and the people taking calls are too inexperienced. They burn out and make mistakes.” Herts Urgent Care is contracted to run the NHS call centre not just for Hertfordshire, but also for some calls from London, as well as GPs in Devon.
The clinician worked in the service for a decade from 2012 to the middle of last year. The health service “was already struggling...
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