quote HEE facebook linkedin twitter bracketDetail search file-download keyboard-arrow-down keyboard-arrow-right close event-note

Developing the NHS 111 workforce

Health Education England is working with NHS England to set out plans to develop the NHS 111 workforce.

NHS 111 workforce

As part of the Integrated Urgent & Emergency Care Review, the NHS 111 Integrated Urgent Care Workforce Development Programme aims to ensure better outcomes for patients accessing NHS 111 services by delivering a workforce with the right skills, behaviours and career and development opportunities needed to achieve this.

As recognised by the Urgent & Emergency Care Review, healthcare is expected to be increasingly provided closer to home, for example, through self-care, primary care, and NHS 111 telephone based clinical contact. The NHS 111 workforce gives the public easier access to urgent healthcare, and has had a significant effect on the way the NHS delivers that care.

The NHS 111 Integrated Urgent Care Workforce Development Programme is part of NHS England’s work to bring together NHS 111 and General Practice Out of Hours services to provide patients with a “new front door” to urgent health care services.

The programme’s work will look at how best to bring about a consistent approach to triage and/or onward referral.  Focusing on registered and non-registered staff within the integrated urgent care services workforce, the project is seeking to:

  • define core competencies, the scope of practice of registered and non-registered staff and how their on-going development will be supported
  • identify a ‘core skill set’ common to registered and non-registered staff and opportunities for skill sharing
  • define roles and associated competencies and identify the ideal composition and design of the workforce that will lead to the provision of high quality services and a 'learning organisation' in which staff can have a clear and structured career pathway appropriate to the needs of both the workforce and the patients that it serves.

To identify and evidence new ways of working and best practice within this work, 19 pilots were funded through the programme’s Workforce Investment Fund, which ran from December 2015 to March 2016. Swansea University worked with the project sites to evaluate the outcomes, the resulting report 'Workforce Investment Fund evaluation report – phase 1' is located at the bottom of this page.

The programme’s outputs will help teams to transform their workforce and enable a high quality, pro-learning culture within integrated urgent care services. It aims to help improve quality and effectiveness, increase staff retention and satisfaction, and drive innovation and development.