Effect of a national urgent care telephone triage service on population perceptions of urgent care provision: controlled before and after study

ObjectiveTo measure the effect of an urgent care telephone service NHS 111 on population perceptions of urgent care.DesignControlled before and after population survey, using quota sampling to identify 2000 respondents reflective of the age/sex profile of the general population.SettingEngland. 4 areas where NHS 111 was introduced, and 3 control areas where NHS 111 had yet to be introduced.Participants28 071 members of the general population, including 2237 recent users of urgent care.InterventionNHS 111 offers advice to members of the general population seeking urgent care, recommending the best service to use or self-management. Policymakers introduced NHS 111 to improve access to urgent care.Outcomes measuresThe primary outcome was change in satisfaction with recent urgent care use 9 months after the launch of NHS 111. Secondary outcomes were change in satisfaction with urgent care generally and with the national health service.ResultsThe overall response rate was 28% (28 071/100 408). 8% (2237/28 071) had used urgent care in the previous 3 months. Of the 652 recent users of urgent care in the NHS 111 intervention areas, 9% (60/652) reported calling NHS 111 in the ‘after’ period. There was no evidence that the introduction of NHS 111 was associated with a changed perception of recent urgent care. For example, the percentage rating their experience as excellent remained at 43% (OR 0.97, 95% CI 0.69 to 1.37). Similarly, there was no change in population perceptions of urgent care generally (1.06, 95% CI 0.95 to 1.17) or the NHS (0.94, 95% CI 0.85 to 1.05) following the introduction of NHS 111.ConclusionsA new telephone triage service did not improve perceptions of urgent care or the health service. This could be explained by the small amount of NHS 111 activity in a large emergency and urgent care system.