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Why should you get involved?

Many people in Surrey use NHS 111 and GP Out-of-Hours services.  NHS 111 is a national service managed locally by Clinical Commissioning Groups.

North West Surrey Clinical Commissioning Group (CCG), in partnership with CCGs in East Surrey, Guildford and Waverley and Surrey Downs, are procuring a new combined NHS 111 and GP Out-of-Hours service. The NHS 111 service in Surrey rates in the top 15% in the country for clinical excellence, so this is an opportunity to make the service even better.

We asked for your views and experiences of the current services and requested you tell us what changes you would like to make if you had the opportunity to.  Thank you to those of you who took the time to complete our questionnaire.  We want to make sure we provide the very best care for you, so your feedback is really important. After all, the service is for you!
The results of our survey will be published here shortly.

What is NHS 111?

111 is the non-emergency number for the NHS. It is a fast, easy and free way to speak to a highly trained adviser and healthcare professional 24 hours a day, 365 days a year. At the start of your call, you will be asked a series of questions about your symptoms and will then be signposted to the most convenient treatment option for your condition, whether it is a toothache or a more serious illness. Calls are free from landlines and mobile phones.

 Did you know that your NHS 111 service can:

  • Keep you out of A&E if your needs are non-urgent by signposting you to alternative and more convenient treatment options in your local area, including treating your symptoms at home
  • Give you telephone access to a doctor, nurse or pharmacist or help you see any of these professionals 24 hours a day
  • Send an ambulance if your symptoms are considered an emergency
  • Give you helpful medical advice when you, or someone your care for, needs it.

What is GP Out-of-Hours? 

The NHS is committed to providing services at a time that is convenient for you. The GP Out-of-Hours service is provided when GP surgeries are closed from 6:30 pm to 8:00 am on weekdays, and all day at weekends and bank holidays. GPs can choose whether to provide 24-hour care for their patients or to transfer the responsibility for out-of-hours services to the local Clinical Commissioning Group. So when you ring your GP outside of normal hours, you will usually be directed to an out-of-hours service. NHS 111 can also put you in touch with the out-of-hours service when you call them for advice and they deem it the right treatment option for you.

What is happening at the moment?

NHS 111 is currently provided by South East Coast Ambulance Service (SECAmb), who sub-contracts some elements of the service to Care UK.  The contract covers Kent, Medway, Surrey and Sussex (KMSS) and is due to expire on   31st March 2019.

The GP Out-of-Hours service is also provided by Care UK in Guildford and Waverley, North West Surrey and Surrey Downs CCG areas, and by IC24 in the East Surrey CCG area.  These GP Out-of-Hours contracts are also due to expire on 31st March 2019.

NHS England has issued new Integrated Urgent Care Guidance that stipulates GP Out-of-Hours and NHS 111 should be integrated. For this reason, along with a commitment to provide the best possible outcome for the Surrey population, the four CCGs agreed to join and procure an integrated NHS 111 and GP Out-of-Hours service across the Surrey area.

This procurement process is currently taking place and we are consulting with colleagues in the NHS, local government, the voluntary sector and members of the public to make sure that important views are considered in the new service.

Our plans so far

There are a number of ways we are proposing to enhance the services to improve both user experience and the NHS healthcare system. The new contract is due to start from 1st April 2019. 

Ideas on the drawing board:

We are already considering some ways in which the service may be enhanced. Here are a few current suggestions.

  • Fewer questions at the beginning of the call before you are helped
  • Increase the number of doctors and healthcare professionals to the service which will ensure that you speak to the right person, the first time
  • Access to mental health services
  • Access to dental health services
  • Access to pharmaceutical and medication enquiries
  • Less pressure on 999 and A&E services by signposting callers to the most convenient local alternative care option where appropriate
  • An operator can book an appointment with your regular GP (in hours) if you required
  • Dispatch an ambulance if your condition is an emergency.


Getting involved

We sought your views by way of our survey from May and visited a number of locations across Surrey during June and July to listen to opinion and feedback of the current service and what our population would like to change should they have the opportunity to do so. Our survey has now closed.  A report on our findings is available here. 

NHS 111 OOH public engagement report final.docx

You Said We Did

Having listened to your views we have made strenuous efforts to design the new Integrated Urgent Care Service around your requirements and to eliminate concerns you have expressed about some aspects of the current separate services.  The document below clearly demonstrates how we have responded to your comments and where improvements have been made.

You said We did - IUC final.pdf

Helpful information

Useful documents

These documents can be provided in accessible formats upon request.

Frequently asked questions.pdf

Integrated Urgent Care Commissioning Standards.pdf

Integrated Urgent Care Key Performance Indicators.pdf


Stakeholder Presentation- NHS 111 and GP Out of Hours Procurement for Surrey.pdf

Invitation to NHS 111 and GP Out-of-Hourse Provider Engagement Event.pdf

Links to organisations mentioned

East Surrey Clinical Commissioning Group

Guildford and Waverley Clinical Commissioning Group

Surrey Downs Clinical Commissioning Group

South East Coast Ambulance Service 

Care UK


Last Modified - 28/11/2017 09:43