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111 Wales
111 is the new, completely free way to contact the NHS from landlines and mobiles. The new service is being piloted in the Abertawe Bro Morgannwg University Health Board (ABMU) area, which means you can currently only use the service if you are registered with a GP practice in Swansea, Neath Port Talbot or Bridgend, and the Hywel Dda University Health Board area (Carmarthenshire only).

The service is an amalgamation of NHS Direct Wales and the GP out-of-hours service and is currently being piloted in Swansea, Neath Port Talbot and Bridgend and Carmarthenshire. If you live outside these areas or are registered with a GP practice in another county, you won’t be able to ring 111.

The 111 service is available 24 hours a day, seven days a week, and you can use it both for health information and advice and to access urgent care.

How it Works
Sometimes it’s difficult to know which service to contact and when, so introducing this memorable three-digit number will make it easier not just to access health information and advice if you are ill are unsure what to do, but to access urgent care once your GP surgery has closed.

Have a question? Click here to read our Frequently Asked Questions document.

Benefits
Sometimes patients think that the ambulance service and the Emergency Department are the only places available, especially at night or weekends.

Calling 111 will help to signpost you to the right service – for example, a GP, nurse, pharmacist or a Minor Injury Unit – where you will often be seen far more quickly than in an Emergency Departments, which focus on patients with major illnesses or injuries that can only be treated there.

Remember, 999 should only ever be used when there is a life-threatening emergency, so if it is not an emergency, use 111.

Feedback
Whether you have had a good experience or you think we could have done better, you can tell us by taking this survey.

If you have a concern about the service that you have received from 111, please contact the Welsh Ambulance Service’s Putting Things Right Team.

If you have a concern about ABMU’s GP out-of-hours service, click here to raise it.

If you have a concern about Hywel Dda’s GP out-of-hours service, click here to raise it.

Your Information and 111
It is important that health care professionals have access to relevant medical information to provide you with the very best care and treatment. When you phone 111, the telephone message will advise you that we will share relevant information with other health and care professionals involved in your direct care unless you advise us differently.

By providing consent to share information, it allows us to ensure that if you do need to speak to someone in the GP out-of-hours service, they will have access to the information that you have already provided and avoids you needing to repeat information (such as your address and symptoms).

A summary of your contact with the 111 service will also be available at your GP practice. If you don’t want your information to be shared it is important that you advise the call taker so that they can ensure that no information is transmitted to the GP out-of-hours service and to your GP practice.

The Welsh Ambulance Service, ABMU’s and Hywel Dda’s GP out-of-hours service are fully compliant with the law on information sharing and will only share information that is necessary to provide you with the best care. We will not share or sell information with third parties outside of the NHS. We have developed a specific information sharing agreement for this pathfinder. Click here for more information about how we manage your information.

There is also information on the Welsh GP Record (formerly known as the Individual Health Record). This record is available to the GP out-of-hours service and will help to make sure that you are provided with the right care and treatment. Click here for more information.

Helpful
The 111 Programme commissioned a review of Access to Urgent and Emergency Dental Care in Wales to inform the development of services that are able to effectively meet the needs of people who experience dental pain. 

The review has now been concluded and an action plan is being developed to take forward the recommendations. 

Click here to read the review.





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