111 Call Delays

We need your help to accurately measure the number and length of delays you are facing when contacting 111 or waiting for an OOH delay.

#111Delay – no it isn’t the latest trend on twitter, this keyword will assist the AOC team to track the delays the trust is having with our 111 providers.

Initially, please ensure you are obtaining the correct 111/OOH bypass number from MiDoS. If you do not have a MiDoS account or are having issues accessing the system, please email MiDoS@eastamb.nhs.uk.

The process for operational staff:

1. Make a call to 111 via the normal process.
2. Should you wait either:
   1. Over 15 minutes for an answer to an initial call.
   2. 30 minutes for an OOH Call back.
3. Contact dispatch and request escalation of the delay in which the dispatcher will input #111Delay into the CAD notes and note how long you have been waiting.
4. If you are having to wait over 30 minutes for answer, you must then escalate to dispatch for onwards escalation to AOC Duty Manager or the Clinical Coordinator.

The process for AOC staff:

1. Make a call to 111 via the normal process.
2. Should you wait either:
   1. Over 15 minutes for an answer to an initial call.
   2. 30 minutes for an OOH Call back.
3. Input #111Delay into the CAD notes and note how long the crew have been waiting.
4. If you are having to wait over 30 minutes for answer, you must then escalate to the Clinical Coordinator via CAL.

 

For full escalation guidance, please read  EI067 which you can access by clicking here.

Published 18th March 2022