When We Are Closed
NHS 111 service
Residents in Mid Devon are now being advised to dial 111 for all their non-emergency medical needs. NHS Direct is no longer available to call in Devon as it has been replaced by NHS 111.
111 is the NHS non-emergency number. It’s fast, easy and free. Call 111 and speak to a highly trained adviser, supported by healthcare professionals. They will ask you a series of questions to assess your symptoms and immediately direct you to the best medical care for you.
NHS 111 is available 24 hours a day, 365 days a year. Calls are free from landlines and mobile phones.
Textphone
If you have difficulties communicating or hearing, you can use the NHS 111 service through a textphone by calling 18001 111.
Calls are connected to the TextDirect system and the textphone will display messages to tell you what is happening. A typetalk relay assistant will automatically join the call. They will talk back what you've typed to the NHS 111 adviser and, in return, type back the adviser’s conversation, so you can read it on your textphone's display or computer.
Sign Language
NHS 111 offers a video relay service that allows you to make a video call to a British Sign Language (BSL) interpreter. The BSL interpreter will call an NHS 111 adviser on your behalf and you’re then able to have a real-time conversation with the NHS 111 adviser, via the interpreter.
You will need a webcam, a modern computer and a good broadband connection to use this service. Visit NHS 111 BSL interpreter service for more details, including an online user guide.
Translation Service
There is also a confidential interpreter service, which is available in many languages. Simply mention the language you wish to use when the NHS 111 operator answers your call.
NHS 111 Service Feedback
Our confidence in the system is built, in no small way, on the robust feedback and complaints process that we have instigated. Managed by the Devon PACT team on behalf of the CCGs, this system works across providers to analyse and respond to all feedback we receive.
We would appreciate if you c ould act as our eyes and ears throughout the count y . We look at every incident reported to us. T his does take time , we do our best to respond as quickly as possible but we do look at each case in considerable detail which takes time. We are hoping to make this a much slicker process very soon. We would appreciate though "If you see something - say something" , the more feedback we receive the better service we can provide. Our email address is pals.devon@nhs.net.
Should a more immediate response be required than email, you can contact the PALS team on:
0300 123 1672 or 01392 267665
The feedback and complaints procedure addresses feedback from Healthcare professionals and patients alike. So we would encourage you to pass these contact details on to any patients who ask “How do I provide feedback about NHS 111?”
In order to investigate any feedback or concerns we need enough information to pin down the case. The following information helps us help you
- NHS number
- Time of encounter
- Case ID – rather confusingly there is more than one reference number and the very long alphanumeric string sometimes referred to as Case Reference is meaningless in this context. The number you’re looking for will be short 5 or 6 digits – something like 17864 which is usually towards the back of the case report.
If there isn’t enough information to initiate an investigation, the PALS team will come back to you for more information, and they’ll talk you through where to obtain the information.
We look forward to providing the best possible service for the people of Devon. By working with both in hour’s services and our colleagues in Devon Doctors we hope to have in place the best NHS 111 in the country. Your help in achieving this goal will be much appreciated
In a genuine emergency you should call 999. Chest pains and / or shortness of breath constitute an emergency.
Walk-in Centre
NHS walk-in centres (WICs) offer convenient access to healthcare advice and treatment for minor injuries and illnesses, such as:
- Cuts, grazes and wounds
- Sprains, strains, muscle or joint injury
- Broken bones (fractures),
- Skin complaint – bite or sting (including human bites), unexplained rash or even severe sunburn
- Minor infection which needs treating
- Emergency contraception
- Minor head injury
- Eye problems, such as minor eye infections, scratches or something that is stuck in your eye.
No appointment is needed and assessments are carried out by experienced NHS nurses who provide a skilled, safe and caring service.
NHS walk-in centres are open and available to anyone who can normally access NHS services.
There are two WICs in Exeter, they are:
Tiverton Urgent Care Centre at Tiverton Hospital
Open 7 days a week - 8am - 8pm
Palliative care – out-of-hours support
Support for patients who are receiving end of life (palliative) care is available via NHS 111 out of normal GP practice opening hours (evenings, weekends, and bank holidays).
When to contact NHS 111
If you develop new or worsening symptoms, or you are directed to by a healthcare professional, call 111 to get the support you need. When prompted, press option 2 for a palliative care need.
A trained health advisor will ask for the following information to help find the patient’s record:
- Name
- Date of birth
- GP surgery
- Current location, address, and telephone number (so 111 can call back)
- Current problems or concerns
After taking this information, the advisor will attempt to transfer the call to a clinician. If that is not possible, the clinician will aim to call back within 10 minutes.
The clinician will undertake a telephone consultation and agree with the caller an appropriate care package or referral, which could include transfer to a GP, community nurse or home management.