111 online - what is it?

NHS 111 Online is a new digital service that provides access to urgent care services for people who prefer to engage using their computer, mobile phone or other digital devices. The service will complement the existing 111 telephone service by ensuring people receive the right care, in the right place at the right time and by taking increasing pressure off our hospitals where appropriate.

Four different online systems have been trialled across the country to test different user features and to ensure the new service is safe and effective. Yorkshire and Humber have chosen to use the NHS Pathways system which is provided by NHS Digital.

NHS Pathways

The NHS Pathways 111 Online service has been trialled in Leeds since March 2017 and uses the same clinical assessment and triaging tools that support the national NHS 111 online telephone service. The online content has been carefully reviewed to make sure people can easily self-serve and are provided with the most appropriate care options based on the symptoms they have described. The clinical content has been through the same stringent governance and assurance as the 111 telephone service.


NHS 111 online offers people an alternative way of accessing urgent care services through their digital devices. It has been shown to reduce the growing demands placed on the 111 telephone service and patients report a high level of satisfaction with the service. The pilot study in Leeds showed that the referral options given to patients following triage (self-care, see a GP etc) are very similar for people using the online service as those using the existing 111 telephone service. The pilots have demonstrated that NHS 111 Online is a safe and effective service which provides an opportunity to transfer urgent care activity from the telephone service to online.

Raising concerns/issues

Any serious concerns or issues arising as a result of the new service should be reported to the National Helpdesk immediately on 0300 303 4034 or by emailing exeter.helpdesk@nhs.net

If you have any queries about the service before it is launched, email Matt Fassihi

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