2022
DOI: 10.1101/2022.11.29.22282892
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Will online NHS 111 reduce demand for the telephone NHS 111 service? Mixed methods study of user and staff views

Abstract: Introduction Online NHS111 was introduced in 2018 in response to increasing and unsustainable demand for Telephone NHS111. We explored user and staff perspectives of telephone and online NHS111 to understand how the two services were used, and whether and how online NHS111 had potential to reduce demand for telephone NHS111. Methods We used a convergent parallel mixed methods design, using data from the national online NHS 111 user survey and telephone user survey for 2 NHS 111 areas and semi-structured interv… Show more

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