Your feedback made it easier to pre-book A&E appointments
In December 2020, the NHS introduced a new system called NHS 111 First. This lets you pre-book appointments at your local A&E or alternative urgent care service.
But our research shows many people weren't aware of this service and that it wasn't available at all A&Es.
Based on what you told us, we called for the NHS 111 First service to be available at all A&Es, to improve people's experiences and support the NHS to manage patient flow in urgent and emergency care settings.
Your feedback made a difference
"Went into AF and felt very ill so rang 111. Doctor rang back and told me to go to A&E … where they would be expecting me. It was 10pm when I got there, and they knew nothing about my arrival. Very busy with few staff. Saw the doctor at 2.30 am by which time people were sitting on the floor as ran out of seats." – Quote from a woman aged 65+, July 2022
"111 advisor was brilliant in reassuring me and transferring my call details to GP (it was Bank Holiday). GP was open the next day and phoned me back then asked me to come in for an examination. I was referred to RSH that day for surgery. At all stages of the process I received excellent care and I am grateful to you all." – Quote from Healthwatch Shropshire, February 2022
Thanks to you speaking up, NHS England has now changed the contract for NHS services to ensure that you can book slots at all A&E services in the future.
This shows how your experiences can help the NHS understand how they can improve services. It also demonstrates the importance of basing policy change on people's experience of health care services and how patient voice contributes to real change.
We welcome this update to the NHS standard contract and expect to see a more consistent application of pre-book attendance slots for A&E.
