Somerset residents are being asked to give their views on how well the NHS 111 service is performing in their county.

The NHS 111 service is the health service’s non-emergency service, with trained operators (supported by nurses or paramedics) assessing people’s conditions over the phone and directing them to the appropriate service.

Healthwatch Somerset, which champions health and social care services on behalf of ordinary patients, is asking for people’s views on the Somerset service, which is currently provided by Devon Doctors.

Residents have until mid-October to provide their feedback, with a report based upon their experiences expected to be published in the new year.

Healthwatch Somerset published a similar report into the NHS 111 service in January 2020, highlighting that the quality of the service was “not consistent” across the county.

Nearly one in four (23.66 per cent) of people surveyed waited more than three hours for a call back – and more than one in five (20.43 per cent) were never called back at all.

This new, follow-up survey will use patients’ feedback to give them a voice in shaping this vital service and to judge whether any improvements have been made since late-January.

Judith Goodchild, chair of the Healthwatch Somerset board, said: “Understanding people’s experiences of using vital health and care services, such as NHS 111, allows us to highlight where there are areas for improvement as well as areas of strength.

“By sharing this insight with those responsible for commissioning and delivering services, we can drive positive change and improve standards of care.

“Your feedback really will make a difference to the quality of the local NHS 111 service and to people’s lives, so do please share your views with us by completing our survey or contacting your local Healthwatch.”

The information provided by patients will form a new report to be published by late-January 2022, with the findings being shared with NHS 111, the Care Quality Commission (CQC) and the Somerset Clinical Commissioning Group (CCG).

A CQC spokesman said: “Healthwatch Somerset is working in partnership with us to invite members of the public to tell us what they think of the services provided by Devon Doctors.

“Their views and experiences will help our inspectors decide what to look at when they inspect the services provided by in the future.

“People are being encouraged to tell the team about their experiences of services provided by Devon Doctors in the past year and to say where they would like to see improvements made in the future.”

To take part in the survey anonymously, visit www.surveymonkey.co.uk/r/9T2SHS7 or call 0800 999 1286 free of charge by October 24.

Daniel Mumby

Local democracy reporter