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Engagement feedback – NHS 111 and Integrated Urgent Care service reprocurement

In 2022, NCL Integrated Care Board began a programme of work to find a supplier to continue to deliver the local NHS 111 and Integrated Urgent Care service for the residents of our five boroughs: Barnet, Camden, Enfield, Haringey, and Islington. We want to improve patients’ experience of using and accessing urgent care services, making sure they receive the best care, from the best person, in the right place, at the right time.

To learn from experience and make NHS 111 work better for patients, we undertook engagement to seek views from patients, residents, and communities. This was carried out via a survey, attendance at patient and community groups across the five boroughs, and a series of smaller focus groups targeted at specific groups, including, mental health service users, people with learning disabilities, people whose first language is not English, and the deaf community.

We have produced a leaflet that captures the feedback we received and sets out our response. You can access the leaflet by clicking here.

We would like to thank local people and communities for giving up their time to take part and providing their experiences of accessing the NHS 111 and IUC service. Thank you also to the residents that were members of our Engagement Steering Group for providing advice and assurance on our engagement activities as the programme progressed.

If you would like to know more, please email