Is NHS 111 an alternative for patients who can’t access other services?
2 September 2026
With the Government seeking to make NHS 111 a key part of its shift from “hospital to community” care, Healthwatch UK asked people to tell share their experiences of NHS 111.
What have people been telling Healthwatch?
That the service is great when it works. But there can be long waits, and care can be inconsistent. People rely on 111 services when they have difficulty accessing their preferred service, often describing it as a fallback rather than a first choice.
Some of the most positive experiences involved 111 identifying serious symptoms quickly and escalating people to urgent care. This could even be life-saving or prevent serious deterioration. Patients shared that they felt heard, reassured, and promptly and appropriately advised.
However, others were left without necessary care, with their symptoms underestimated. One person said 111 had classed their condition as a “non-emergency”. They were later found to have advanced sepsis, hepatic encephalopathy, liver failure and kidney failure. Long waits were also an issue.
Support can range from excellent to poor, particularly when seeking help with mental health. Lack of joined-up care with other services can cause long waits and confusion.
