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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.

You are invited to help us shape plans by providing your views and experiences of the current services and tell us what changes you would like to make if you had the opportunity to. 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!

This site will provide you with the information you need, as well as ways to get involved and have your say. 

Please share your views by taking the online survey.

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. We are seeking your views on these plans and any ideas on how you might change the service if you could. 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.


Here are a few easy ways to get involved

Take a survey

Please share your views by taking the online survey. Alternatively, please email us to request a freepost printed copy.

Meet us 

We are visiting a number of locations across Surrey during June and July to listen to views and feedback of the current service and what our population would like to change should they have the opportunity to do so. If you are in the area, please come and meet us at any of the locations convenient for you. We will provide updated information and any additional locations as and when relevant.

Date and time
Monday, 26th June
09h00 - 11h00

Giggs Hill Surgery
14 Raphael Drive
Thames Ditton
Surrey, KT7 0EB 

Monday, 26th June
14h00 - 16h00
Glenlyn Medical Centre
115 Molesey Park Road
East Molesey
Surrey, KT8 0JX

Tuesday, 27 June
St Peters Hospital (main reception area) 
Guildford Rd, Lyne
Chertsey, KT16 0PZ
Wednesday, 28th June
09h00 -17h00
Heart Shopping Centre
New Zealand Avenue
Walton on Thames KT12 1GH
Friday, 30th June
09h00 - 17h00
Peacocks Shopping Centre
Surrey GU21 6YL
Monday, 10th July
09h00 - 17h00
The Ashley Centre
Ashley Road
Epsom, KT18 5AB
Tuesday, 11th July
09h00 - 17h00
The Friary
North Street
Guildford, GU1 4YT
Thursday, 13th July
09h00 - 17h00

The Belfry Shopping Centre
Surrey, RH1 1ST

Work with us

Do you work in the health, social care, voluntary or local government sectors? If so, please feel free to join any of the four stakeholder events that will be held in June across Surrey. For more information and to register your interest please click here.

9th June 2017 - Guildford - hosted by Guildford & Waverley CCG

15th June 2017 - Reigate - hosted by East Surrey CCG

15th June 2017 - Staines-Upon-Thames - hosted by North West Surrey CCG

29th June 2017 - Leatherhead - hosted by Surrey Downs CCG

Do you have any questions?

If you need more information, please read the frequently asked questions in the Useful Documents section below or email us. If you wish to speak to us on the phone, please contact us on 01372 232400. 

Helpful information

Useful documents

Frequently asked questions.pdf

Integrated Urgent Care Commissioning Standards.pdf

Integrated Urgent Care Key Performance Indicators.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 - 23/06/2017 13:21