Giving people a voice to influence positive change in health and social care

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Healthwatch Somerset

Project case study (2021-2022)

NHS 111 service in Somerset

Nhs 11 service call handler

Healthwatch Somerset worked in partnership with Healthwatch Devon, Plymouth and Torbay, to make sure that the people using the NHS 111 non-emergency service in Somerset and Devon have a say on the way it is delivered to them.

In January 2021, following a public engagement campaign, we reported that although the NHS 111 service was rated highly by the public, there were inconsistencies in accuracy and quality.  In autumn 2021, we carried out a follow-up public survey. We found evidence of progress, but there are still aspects of the service that require improvement, with the most common public complaints being about long waiting times and difficulty getting through on the phone.

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“There was a huge wait for the call-back and subsequent visit. I was told one hour for the initial call back and waited four. I then waited over another eight hours for the GP to visit – gone 2am on Sunday morning at this point. Also, they only had a summary of my medical details. I needed to give them quite a bit more info, as I have a few complex issues and medications.”

Patient feedback

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