The 111 First system, which allows patients not in medical emergencies to call 111 to “book” urgent care, was launched in 2020, as a response to the impact of COVID-19 pandemic in England on emergency services. In July 2021 Healthwatch England found that it had potential to be a useful service, but the public “don’t really know what it’s for”. They said the messaging from the NHS ‘has not been strong enough’. Only 3% of English A&E attendances in June 2021 were “booked” in advance via NHS 111. The figure was similar in February 2022. According to Healthwatch England people “really welcome” the opportunity to book emergency appointments via 111, provided they know about it.
