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CQC report on pilot inspections of NHS 111 services

30 June 2015
  • Media,
  • Remote clinical advice,
  • Urgent care

The Care Quality Commission has published reports on the first three NHS 111 services that took part in a pilot to be inspected under its new methodology.

Since March, CQC has been developing a new approach to the inspection of England's NHS 111 services, using specialist inspectors accompanied by GPs, nurses and other experts. In line with CQC's other inspections, reports focus on whether services provided are safe, effective, caring, responsive and well led.

By September 2016, all of England's NHS 111 services will have been inspected and rated by CQC.

The three NHS 111 providers that were inspected as part of this pilot were:

Professor Steve Field, Chief Inspector of General Practice, said:

"NHS 111 is an important part of the urgent care system, ensuring people have quick and easy access to health care advice and information when appropriate.

"We expect these services to demonstrate that they prioritise people with the most urgent needs at times of high demand, and to ensure that care and advice is delivered safely and effectively, and they are referred to the right service as quickly as possible when necessary.

"The way that NHS urgent and emergency care is delivered in England is changing, but people will always be entitled to services that provide safe, effective, compassionate and high quality care."

Full reports of the inspections are available on this website.


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Last updated:
29 May 2017

Notes to editors

NHS 111 is a telephone-based service where patients are assessed, given advice and directed to a local service that most appropriately meets their needs. This could be an out-of-hours GP service, walk-in centre or urgent care centre, community nurse, emergency dentist, emergency department, emergency ambulance or late opening chemist.

Following a period of consultation, we have published the CQC inspection methodology for NHS 111 services in the form of a provider handbook that describes our approach to regulating, inspecting and rating those services.

In February we announced that we would pilot our new approach through the inspections of three NHS 111 providers. We selected providers of different sizes and types to enable us to test our approach in a range of different settings.

About the Care Quality Commission

The Care Quality Commission (CQC) is the independent regulator of health and social care in England.

We make sure health and social care services provide people with safe, effective, compassionate, high-quality care and we encourage care services to improve.

We monitor, inspect and regulate services to make sure they meet fundamental standards of quality and safety and we publish what we find to help people choose care.