The work, workforce, technology and organisational implications of the '111' single point of access telephone number for urgent (non-emergency) care: a mixed-methods case study

• Main Authors: Joanne Turnbull (Author), Catherine Pope (Author), Alison Rowsell (Author), Jane Prichard (Author), Susan Halford (Author), Jeremy Jones (Author), Carl May (Author), Valerie Lattimer (Author)
• Format: Book
• Published: National Institute for Health Research, 2014-02-01T00:00:00Z.
• Subjects: article
• Online Access: Connect to this object online.

Background: NHS 111 represents a fundamental change in the way that urgent care is delivered. It is underpinned by a computer decision support system (CDSS) and involves significant labour substitution, in particular the greater use of non-clinical staff to deliver services. Objective: To investigat...