People across the North West are being urged to continue to use the NHS 111 online service, for urgent health problems that do not need an emergency response.

It comes as latest data shows that more and more people are using the NHS 111 service to get advice. Between March 2020 and September 2022, calls to the NHS 111 service phone line grew by 10.6% in the North West and use of the on-line service has grown by over 33%.

NHS leaders across the region have recognised that the service “came into its own” during the pandemic, when it provided a vital source of information for people who wanted advice on Covid-19 symptoms, as well as a range of other conditions.

Dr Paula Cowan is a working GP, as well as the regional clinical director for primary care for NHS England. She said:  “It’s really interesting to see how use of the 111 service peaked during the pandemic, and although the number of calls to the service about Covid-19 symptoms has reduced, more people than ever are using the service.

“All areas of the NHS are under pressure at the moment and staff are working extremely hard to meet demand. It’s clear 111 is providing a vital service to many people.

“There is a wide range of expert help and advice sought  for a number of conditions. For September that’s 131,292 contacts with the service, who may otherwise have been trying to get an appointment with a GP, called 999 or even turned up at A&E.”

In response to increasing demand, the 111 service is looking to expand its workforce.

“It’s clear that people are getting the message about the importance of making sure emergency NHS services such as ambulances and A&E departments are kept free for emergencies,” added Dr Cowan.

“The on-line service in particular is a great resource if you want to just check your symptoms and a clinician will call you back if needed and it’s a good idea to use the 111 on-line in the first instance to save yourself some time and to ensure that you receive the right care at the right time for your symptoms.”

The NHS in the North West continues to face high demand for its services, particularly for the ambulance service, NHS 111, in A&E, in General Practice, for mental health services, and for cancer referrals. In addition, Covid-19 is still with us and will continue to be an issue for the NHS. The NHS continues to prioritise focus on recovering services and reducing waiting lists that have built up as a result of the pandemic.

The NHS 111 service is one part of the regional plans in place to manage demand for NHS services over the winter period.