NHS 111: Development and Testing of a new Patient Reported Experience Measure for Parents

This report presents findings from a new NHS 111 Patient Reported Experience Measure (PREM) for parents. The aim was to understand parents and carers’ overall experience of using NHS 111, as well as to investigate under what circumstances parents opt to use this service, what factors may influence parents’ decision to follow the advice given by NHS 111, and to explore whether the most appropriate care pathway is followed.  Feedback was gathered from 1000 parents who used the service in North West London. The current project forms part of a number of initiatives undertaken by the Royal College of Paediatrics and Child Health (RCPCH) to understand and improve the care pathway of children moving to primary and/or secondary care, with NHS 111 as the particular entry point.

Listening to the experiences of parents and carers can and should assist service-providers with improving their services for those who use them and to ultimately ensure the service functions effectively.