WMAS NHS Foundation Trust
AUDITS
111 Survey
As a recent user of the NHS 111 service in the West Midlands, we’d like you to give us your opinion .
Please be assured that all information will remain anonymous and you can also leave comments by calling Clinical Governance on 01384 473811 or emailing wmas.111cg@nhs.net
Questions
1. How did you get through to the 111 service? If you did not call yourself, please ask the person who called the service to answer this question.
I completed my assessment online
I dialled 111
Im not sure
I called another service and they put me through to 111
I called another service and a message told me to call 111
Please state type of service if called first
2. How quickly did you get through to a 111 advisor?
The call was answered immediately (within one minute)
The call was answered after being held in a queue (over one minute)
Im not sure
I hung up before talking to someone and tried again later
I received a call back from a clinician
2a. How many times did you try before getting through to a 111 advisor?
3. When you got through to an advisor, what happened?
I was assessed only by the advisor who answered the telephone
I was transferred to a nurse advisor for further assessment
I was told that the 111 nurse would call me back
Im not sure
4. At the end of the call what did 111 tell you?
My call would be transferred to the 999 ambulance service
That an ambulance was on its way
The 111 service arranged an appointment for me, with an Urgent Care Centre/Walk-in Centre/GP practice or other health professional
Go to one of the following by myself: A&E department/Walk-in Centre/Urgent Care Centre/Minor Injuries Unit
Contact my GP or someone else at my usual general practice myself
Contact another health professional myself
Visit a pharmacy
Other
I was told how to look after the problem myself without contacting another health service - Move to Q6
I dont know/cant remember - Move to Q8
If other or another health professional, please state
5. How soon after the call were you told to get the help you were advised about in Q4?
Immediately (eg within the next hour)
Sometime during the day
The following day
In the next few days
The 111 advisor did not tell me when I should seek help
6. How helpful was the advice given by the 111 service?
Very helpful
Quite helpful
Not very helpful
Not helpful at all
7. Did you follow the advice given by the 111 service?
Yes all of it
Yes some of it
No
7a. If you did not follow the advice, why was this?
I did not agree with the advice
I did not understand the advice
I trued to follow the advice but it did not work
I was unable to follow the advice
Other
If other, please state
8. During the five days AFTER the call was made to the 111 service did you have contact with any health service for the same problem? (this includes services that the 111 service told you to contact, or contacted on your behalf)
Yes
No - Move to Q11
If there was contact between you and any of the following services within five days of your 111 call for the same problem please can you indicate the first, second and third service you had contact with. (Please tick one box in each column)
9a. 1st service after 111
N/A
A doctor/nurse at general practice
GP out of hours
A&E department
999 Ambulance Service
Urgent Care Centre
Walk-in Centre
Minor Injuries Unit
Pharmacist or Chemist
111 telephone service
Other
9b. 2nd service after 111
N/A
A doctor/nurse at general practice
GP out of hours
A&E department
999 Ambulance Service
Urgent Care Centre
Walk-in Centre
Minor Injuries Unit
Pharmacist or Chemist
111 telephone service
Other
9c. 3rd service after 111
N/A
A doctor/nurse at general practice
GP out of hours
A&E department
999 Ambulance Service
Urgent Care Centre
Walk-in Centre
Minor Injuries Unit
Pharmacist or Chemist
111 telephone service
Other
If other, please state:
10. What was your main reason for contact with the first service in Q9?
I was told to do so by the 111 service or the 111 service did it for me
I wanted another opinion
I didnt agree with the advice given by the 111 service
The health problem changed (worsened/improved)
Other
If other, please state
10a. If you had contact with a second service, what were your reasons for this?
The first service told me to contact the second service or they contacted it for me
The health problem changed (worsened/improved)
Other
11. Seven days after the call to the 111 service, how was the problem?
Completely better
Improved
The same
Worse
Below are comments showing how people might feel about the service they received. From your experience of the 111 service on this occasion, please mark the boxes that seem closest to your views.
12a. The 111 staff were helpful
Strongly agree
Agree
Neither agree nor disagree
Disagree
Strongly disagree
12b. The questions asked by the 111 service were relevant
Strongly agree
Agree
Neither agree nor disagree
Disagree
Strongly disagree
12c. The 111 service dealt with my problem quickly
Strongly agree
Agree
Neither agree nor disagree
Disagree
Strongly disagree
12d. The advice I was given by the 111 service worked well in practice
Strongly agree
Agree
Neither agree nor disagree
Disagree
Strongly disagree
12e. The 111 service helped me to make contact with the right health service
Strongly agree
Agree
Neither agree nor disagree
Disagree
Strongly disagree
12f. Using the 111 service reassured me
Strongly agree
Agree
Neither agree nor disagree
Disagree
Strongly disagree
12f. I was completely happy with the 111 service
Strongly agree
Agree
Neither agree nor disagree
Disagree
Strongly disagree
12h. The 111 service is a valuable addition to the NHS
Strongly agree
Agree
Neither agree nor disagree
Disagree
Strongly disagree
13. Overall, how satisfied or dissatisfied were you with the way the 111 service handled the whole process?
Very satisfied
Fairly satisfied
Neither satisfied nor dissatisfied
Fairly dissatisfied
Very dissatisfied
14. How likely are you to recommend the NHS 111 service to friends and family if they need similar help or advice?
Extremely likely
Likely
Neither likely nor unlikely
Unlikely
Extremely unlikely
Dont know
15. Please describe any things about the 111 service that you were particularly satisfied and/or dissatisfied with on this occasion
16. How did you hear about the 111 telephone service?
Media (tv/radio/newspaper etc)
Leaflet
Friend/relative
Health service telephone message
Online
Other healthcare provider (eg GP)
Other
If other, please state
17. Are you clear about when to use the 111 service instead of another service?
Yes definitely
No
Im not sure
18. If you faced a similar health problem in the future would you call the 111 service?
Yes
No
Im not sure
19. If the 111 service had not been available, would you have contacted another service about your health problem?
A doctor/nurse at general practice
Urgent Care Centre
999 Ambulance Service
A&E department
Minor injuries unit
Walk-in centre
Other
No I would not have contacted anyone else
This question is not relevant as I did not call 111 directly
If other, please state
Diversity Monitoring
1. Are you:
Male
Female
Do not wish to disclose
2. Are you:
Under 18
18-25
26-35
36-50
51-70
Over 70
Do not wish to disclose
3. Please indicate your religion or belief
Atheism
Buddhism
Islam
Christianity
Hinduism
Janism
Sikhism
Other
Do not wish to disclose
4. Are you:
Asian or Asian British: Banglaedeshi
Asian or Asian British: Indian
Asian or Asian British: Other Asian
Asian or Asian British: Pakistani
Black or Black British: Black Caribbean
Black or Black British: Black African
Black or Black British: Other Black
Chinese or Other Ethnic Group: Chinese
Chinese or Other Ethnic Group: Other Ethnic Group
Mixed: Other Mixed
Mixed: White and Asian
Mixed: White and Black African
Mixed: White and Black Caribbean
White: British
White: Irish
White: Other
Do not wish to disclose
If other, please state
5. Which term best describes your sexuality?
Bisexual
Gay
Hetrosexual
Lesbian
Do not wish to disclose
6. Do you consider yourself to have a disability impairment?
Yes
No
Do not wish to disclose
7. Please state the type of impairment which applies to you. People may experience more than one type of impairment, in which case you may indicate more than one. If none of the categories apply, please mark Other
Learning disability/difficulty
Long standing illness
Mental Health problem
Physical impairment
Sensory impairment
Other
8. Which area were you in when the incident occurred?
Birmingham
Black Country
Coventry and Warwickshire
Hereford
Shropshire
Worcestershire
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