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| NHS Direct wants to end 111 phone service contracts | |
| (35 minutes later) | |
| A major provider of the NHS non-emergency telephone service in England is seeking to pull out of its contracts due to severe problems. | A major provider of the NHS non-emergency telephone service in England is seeking to pull out of its contracts due to severe problems. |
| NHS Direct initially won 11 of the 46 regional contracts for the service, covering 34% of the population. | NHS Direct initially won 11 of the 46 regional contracts for the service, covering 34% of the population. |
| It has already pulled out of two services, but the remaining nine are now "financially unsustainable". | It has already pulled out of two services, but the remaining nine are now "financially unsustainable". |
| The whole NHS 111 service itself has been plagued with problems, including reports of patients facing long waits. | The whole NHS 111 service itself has been plagued with problems, including reports of patients facing long waits. |
| The regional services are run by a range of organisations including private companies, ambulance trusts and NHS Direct - which ran the old telephone advice line. | The regional services are run by a range of organisations including private companies, ambulance trusts and NHS Direct - which ran the old telephone advice line. |
| Discussions are already taking place with other providers, particularly the ambulance trusts, to see who could take over from NHS Direct. | |
| 'Unsustainable' | |
| NHS Direct pulled out of two areas - Cornwall and North Essex - even before the services were launched. | |
| In July the organisation warned that the volume of calls was 30-40% lower than expected, leading to lower income and leaving the remaining nine services "financially unsustainable". | |
| NHS Direct used to be paid more than £20 per call when it ran the old 0845 number. The payment is between £7 and £9 per call for the new 111 service. | NHS Direct used to be paid more than £20 per call when it ran the old 0845 number. The payment is between £7 and £9 per call for the new 111 service. |
| Projections reported earlier this month showed NHS Direct had lost £2.8m since April and was "heading for a deficit of £26m if we continue to run the same volume of 111 services until the end of this financial year". | Projections reported earlier this month showed NHS Direct had lost £2.8m since April and was "heading for a deficit of £26m if we continue to run the same volume of 111 services until the end of this financial year". |
| The organisation is now seeking a "managed transfer" of its 111 commitments to another provider. | The organisation is now seeking a "managed transfer" of its 111 commitments to another provider. |
| Nick Chapman, the chief executive of NHS Direct, said: "We will continue to provide a safe and reliable NHS 111 service to our patients until alternative arrangements can be made by commissioners. | Nick Chapman, the chief executive of NHS Direct, said: "We will continue to provide a safe and reliable NHS 111 service to our patients until alternative arrangements can be made by commissioners. |
| "Whatever the outcome of the discussions on the future, patients will remain the central focus of our efforts, together with protecting our staff who work on NHS 111 to ensure that the service will continue to benefit from their skills and experience." | "Whatever the outcome of the discussions on the future, patients will remain the central focus of our efforts, together with protecting our staff who work on NHS 111 to ensure that the service will continue to benefit from their skills and experience." |
| Bumpy start | |
| The whole 111 service was meant to be up and running in April. | The whole 111 service was meant to be up and running in April. |
| However, many areas were not ready and only half of services were operational by May. Some parts of England will not have an operational 111 service until 2014. | However, many areas were not ready and only half of services were operational by May. Some parts of England will not have an operational 111 service until 2014. |
| There have also been problems with reports of callers not being able to get through and calls being inappropriately referred, leading to an extra strain on ambulances and hospitals. | There have also been problems with reports of callers not being able to get through and calls being inappropriately referred, leading to an extra strain on ambulances and hospitals. |
| Dame Barbara Hakin, the deputy chief executive of NHS England, told the BBC: "We've been in discussions with other providers, particularly the ambulance trusts who, with their experience, will be able to, in a properly managed fashion, take over this service from NHS Direct. | |
| "I'm not going to pretend for one minute that we haven't had very significant problems with 111, which we need to deal with, but it's a really great service with potential." | |
| Meanwhile, a Channel 4 undercover investigation at another 111 provider, Harmoni, has reported staff shortages, long waits for callers and some cases of ambulances being called out unnecessarily. | |
| The Dispatches programme reports one call centre manager saying: "We had a very bad service. | |
| "Realistically, on the weekends we still are unsafe. We don't have the staff to deal with the calls that are coming in." |