Introducing NHS 111 online in Lancashire and Cumbria

Introducing NHS 111 online in Lancashire and Cumbria

From 27 June 2018, patients in Lancashire and Cumbria will be able to access the same urgent medical advice from the 111 phone line online at
111 online is a new, national service which provides a fast and convenient digital alternative to the phone line and helps to manage increasing demand on 111 telephone services. It has been developed in response to user feedback and insights from patients who have accessed other emergency care services.
111 online helps people get urgent healthcare using their smartphone, laptop or other digital device. It uses the same clinical assessment and triaging tools that support the national NHS 111 telephone service. People answer questions about their symptoms and receive tailored advice on what to do next and where to go.
If appropriate, the service will also arrange for them to receive a call back from a nurse, doctor or other trained medical professional.
Initially, it will be a soft launch and 111 online will not be directly marketed to the public until the service has bedded in. From the end of July, the service will be live across the North West and people will then be signposted to the service via a recorded message when they call 111.

How does 111 online work?
People visit, enter their age, sex, postcode and main symptom and are then taken through a series of questions about their symptoms. These questions are similar to the ones asked on the phone. Once they have answered the questions, they will then be told what to do and where to go, including whether they need to see a GP or seek urgent care.
People will also be able to arrange a call back from a nurse, doctor or other trained medical professional through the online service.

How will people find out about the service?
From the end of July 2018, people will be directed to the online service through a recorded message when they call 111.

What are the benefits?
111 online provides an option for people who would like to access the 111 service online and support the uptake of digital services for people to manage their own health and care. It is fast and convenient and has been introduced to help to manage increasing demand on the 111 phone line and allow patients to get the right care at the right time for them.

What if people don’t agree with the outcome?
If people would like further advice, they can still call 111, contact a pharmacist or their GP practice.

Will people still be able to use the NHS 111 telephone service?
Yes – the 111 phone service will still be available. 111 online simply provides an additional way of accessing the same service as the phone line.

Can anyone use the service?
111 online is not available for under 5s. People looking for urgent medical help for under 5s should use the 111 phone line.

Can people access the service from anywhere?
111 online will be available for people in Lancashire and Cumbria from 27 June, 2018. People will be able to access the service from wherever they are, by entering their postcode into the postcode finder at
The service is currently being rolled out across the country and the aim is for everyone in England to be able to access the full 111 online service by the end of the year.

How does 111 Online handle users that need urgent care outside their local area, like commuters or holidaymakers?
The product uses a filter to ensure directory of service results are returned for that location only.

Will 111 Online increase pressure on local services as more patients will be referred to them?
Areas with 111 Online already live have not seen demand spikes; instead it captures callers who would ring 111.

Does the online service store personal details or information?
In order to use the service and receive advice about their symptoms, people need to enter their postcode (to get help in the right location) and their age and sex (so the right medical questions are asked.) If they choose to book a call back from a local health service, they will need to enter contact details to arrange this.
NHS Digital keeps information that can identify people for 8 years for audit purposes only and then securely deletes it. The privacy policy at describes what information is collected and how this is stored.

How can people feedback about the service?
Further feedback and comments on the service can be directed to Celine Salisbury at There is also a link to a feedback form at each stage of the online service, which will be sent directly to the national team.