Make the Call

Report - 18 May 2017

A review was carried out of the 111 telephone operator service using the ‘mystery shopper’ model. Over a period of six months calls were made to the 111 number and a variety of scenarios presented to the operators.

Summary:

  • We received reports regarding the 111 service which gave cause for investigation, so we decided to carry out a service review. 
  • The operator service was rated overall good although some key issues were raised regarding the service as a result of this investigation. These included a level of ambiguity regarding the nature and purpose of the service, its consistency in delivery, its accessibility to certain groups of people, and its usefulness in urgent situations.
  • This report makes recommendations for improving the service including the way it’s promoted, its accessibility and scope of referral and also ways in which it could expand to include a wider audience.

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