Approximately 18% of all calls to NHS 111 each year are ended by the caller prior to speaking to a health advisor. There are concerns that callers may seek alternative healthcare services, such as the ambulance service and emergency departments, but there is no evidence to confirm or refute this. The aim of this study is to explore the patient journey for callers who contact 111 but end the call prior to speaking to a health advisor. Using the Connected Bradford dataset, we will conduct a time-to-event analysis comparing the two cohorts (those triaged by a NHS 111 call handler vs callers who ended the call prior to triage), where the ‘event’ is defined as an emergency department (ED) attendance within 72 hours for a non-avoidable cause.
EXploring the journeys of Patients who End their Calls prior to Triage by NHS111 (EXPECT) study
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