THE new under-fire NHS 111 number is now "performing well" for people in Surrey.
That's the word from the South East Coast Ambulance Service, the lead contractor responsible for running the service for residents here.
The number – which people should ring with urgent medical issues which do not warrant a 999 call – got off to a faltering start in the region earlier this year, when staff were unable to cope with demand and its full launch was put on hold.
And last week, one of the two call centres which deals with calls from Surrey was branded "dangerous" in an undercover investigation by Channel 4's Dispatches.
The centre, in Dorking, is run by private company Harmoni, while the ambulance service is responsible for a centre in Kent. Calls made in Surrey will be answered at whichever centre has a handler available first.
Ambulance service spokesman Rich Airey said, following the termination of the former NHS Direct number last week, 111 is fully operational – and safe. "We did identify some issues in the early stages, a lot to do with call volume," he told the Mirror. "At the weekends it didn't match the profiling and mapping we had done.
"There was very much a higher demand at weekends, but we are now confident the service is working well."
The service is taking 15,000 calls per week across Surrey, Sussex, Kent and Medway and Mr Airey said that proved that people were well aware of the new service.
"We have employed additional medical advisers and call handlers to deal with the above expected levels of demand," he added. "We continue to work in partnership with Harmoni to identify any further improvements that can be made and make sure patients get the service they expect and deserve."
He said in 100,000 calls taken, the service had received just 20 official complaints. The number of calls not answered within 60 seconds is 0.1 to 0.2 per cent, he added, well inside the maximum 5 per cent target.
Harmoni has strongly refuted allegations made in last week's Dispatches programme that its call centre is "understaffed, underskilled and dangerous", saying the programme was not representative.
Mr Airey echoed that defence. "We do not recognise the things that were highlighted in the Dispatches programme as typical," he said.
"Both call centres are meeting the contractual requirements."
Have you had an experience of the 111 number? Call the newsdesk on 01737 783867.
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