Abstract

The new NHS 111 was launched March, 2013 in addition to the 999 emergency ambulance service. There are concerns about why and how patients use NHS 111. We sampled people aged 65 and over, among whom there is generally more demand for urgent and emergency services. We conducted four semi-structured interviews and three focus groups with members of the public aged 65 years and over. Our 25 respondents varied by gender, geographical location and use of NHS 111 and/or 999 ambulance. Framework analysis using a phenomenological approach generated practical outcomes. We subsequently compared patients’ understandings of urgent and emergency services. Participants generally had a clear understanding of non-emergency clinical conditions. NHS 111 complements GP surgeries and the 999 emergency ambulance service. Patients’ understandings of NHS 111 are a product of individual perceptions and experiences of the service. This study is useful for healthcare service providers in understanding the 111 service from a user’s perspective. By taking a holistic approach, the study may inform improvements in service delivery, which may subsequently improve patients’ experiences.