Harmoni re-routes Wiltshire 111 calls

This Is Wiltshire: The initial 111 service sent ambulances to non-emergency calls The initial 111 service sent ambulances to non-emergency calls

Calls to the 111 non-emergency healthline covering Wiltshire are being answered in Milton Keynes during busy periods.

The 111 service is run by private firm Harmoni at their call centre in Bristol but, due to changes to shift patterns, a number of staff have left resulting in calls being re-routed 100 miles away to Milton Keynes for another company to answer.

The 111 service in Wiltshire got off to a chaotic start in February 2013 with Harmoni’s call handlers sending ambulances to people with minor ailments such as sore throats and hiccups.

It wasn’t until seven months later that Wiltshire Clinical Commissioning Group (CCG) authorised the service to operate 24/7, but problems continue.

Harmoni, part of Care UK, has breached targets – namely dispatching more ambulances than the contract states, more referrals to Accident and Emergency departments and below target levels of transferring callers to clinicians.

The re-routing of calls at busy times to Milton Keynes was revealed at a meeting of Wiltshire Council’s Health Select Committee on Tuesday in Trowbridge.

Patrick Mulcahy, associate director of commissioning for urgent care at the CCG, said: “Harmoni have gone through a formal staff consultation in order to re-align staff members to manage peaks of activity. As a consequence they had a number of staff leaving. Over the last three months they have been operating with less staff than we and them would like.”

Cllr Jeff Osborn said: “It’s all very unsatisfactory. They are not fulfilling their contract. We might as well have one call centre for the whole country.”

Cllr Bob Jones said the 111 service was “not fit for purpose”.

Cllr John Noeken met with Harmoni recently and was told that they were recruiting new staff and a new shift pattern started last Monday. From this month the CCG can fine Harmoni for breaching targets.

Dr David Lee, urgent care medical director for Care UK, said the company had reviewed staffing levels at 111.

He said: “We have the ability, as and when needed, to call on additional resources from an organisation called Conduit, an approved NHS subcontractor. They will only provide this additional capacity when there is a surge in demand that our own colleagues cannot deal with.

“This dedicated team in Milton Keynes has been fully trained on Care UK’s clinical systems and has access to the same directory of local services as staff in our Bristol centre. What is important is not where the person who receives a patient call is sitting, but that the patient’s call is answered promptly and efficiently.”

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