Script

Question 1

Whisper SEL /NEL -

Answer 1

You’re through to Nhs 111 , I’m Sarah , a service advisor. Are you calling for yourself or someone else?

Question 2

What order do you take the details in if the patient is the caller?

Answer 2

DOB
Surname/ First name
Postcode - Currently?
Full address
Name of your Gp
Tel Number - Confirm
Ethnicity for research purposes

Question 3

Call reason statement?

Answer 3

Can you briefly tell me the reason for your call today?

Question 4

if the call is calling for someone else, what are the two questions you are?

Answer 4

Are they breathing and responsive?

Are you with them currently?

Question 5

Pathways and dental statement ?

Answer 5

“I need to ask you a series of questions, just to rule out more urgent symptoms and to further give you the best route of care and advice”

Question 6

Factors to consider when the caller is not the patient?

Answer 6

their name ,
relationship to patient
reason patient can’t call?

Question 7

What is croydon client id for a translator?

Answer 7

97900

Question 8

Worsening statement

Answer 8

If you have new or worsening symptoms, change in your condition or any other concerns do give us a ring back.

Question 9

When you get a dental issue what question should you ask?

Answer 9

Do you have swelling in the face?

Question 10

what do you ask for from paramedics ?

Answer 10

Cad number

Question 11

code for comfort break?

Answer 11

01

Question 12

code for call related activities ?

Answer 12

03

Question 13

code for management requested duties ?

Answer 13

05

Question 14

code for paid break ?(15mins)

Answer 14

06

Question 15

code for documenting concerns ?

Answer 15

07

Question 16

code for system failure ?

Answer 16

08

Question 17

code for unpaid break ?

Answer 17

09

Question 18

code for training ?

Answer 18

03

Question 19

what details do you ask from a paramedic?

Answer 19

their phone number and CAD Number
Give worsening!!!

Question 20

What details do you ask from a translator ?

Answer 20

Ask for theirtranslator id and record it in comments with patient language.

Question 21

Question to ask about symptoms

Answer 21

What exactly are my symptoms?

Are the symptoms constant? If not, when do I experience them?

Does anything I do make the symptoms better? Or worse?

Do the symptoms affect my daily activities? Which ones? How?

Question 22

what do you say if you get a no reponses caller

Answer 22

“You have contacted the NHS111 service. If you are finding it difficult to speak to me, take your time, I can wait”

Question 23

If a caller puts you on hold ,how long do u stay on the phone for?

Answer 23

1 to 2 mins , the end the call and call back.
If no one answers leave worsening advice on voice mail.

Question 24

What do you do if the patient is already at the facility of care ie hospital

Answer 24

Tell them we can’t help you at as your already at the best point of care.
Give worsening

Question 25

When someone’s calls and don’t leave details , what do you ?

Answer 25

Right click and generate anonymous profile , note down in the comments why they called and that you gave worsening

Question 26

If a supporter worker calls …

Answer 26

Pass to an Health Advisor

Question 27

If you come across a patient who you can’t find on the spine , what do you ?

Answer 27

Ask if they are registered to a GP, if no take there Demographics in full and continue

Question 28

What do you ask regarding a repeat prescription?

Answer 28

Name of Med , strength of med , are there any symptoms , when if their next dose due.

Question 29

How do I get a callback?

Answer 29

Depending on your symptoms, you may have been offered a callback from a clinician/ nurse when you used 111. You cannot request one.

Question 30

Why does it take so long?

Answer 30

People with the more serious symptoms are called back first

Question 31

Do I need to request another callback?

Answer 31

No. You do not need to contact 111 again unless your symptoms have changed or got worse

Question 32

What if my callback is later than I expected?

Answer 32

If your symptoms have not changed, continue to wait for the nurse to call you.

Question 33

What if the symptoms get worse while I’m waiting?

Answer 33

call us back , given worsening

Question 34

What if I miss the call?

Answer 34

A clinician will try and call you up to 3 times. If they cannot contact you they will leave a message, but you will not be able to call them back. You will have to start your assessment again.

Question 35

Can I cancel the call?

Answer 35

No. The nurse needs to check you're ok. If you feel better or have got help elsewhere, tell the nurse when they call.