Patients in the North West using popular NHS 111 service for winter virus advice

Thousands more people in the North West are using the NHS 111 service to seek medical help and advice, with many suffering from coughs, colds, flu and breathing difficulties, according to new figures.

Data from North West Ambulance Service shows more than 23,000 additional calls were made to 111 during December 2024 compared to the previous December, with the biggest increases from those suffering with the symptoms of winter viruses.

NHS clinicians said the figures demonstrates patients view NHS 111 as a trusted and valued service to get urgent, but not emergency medical help.

Dr Michael Gregory, regional Medical Director for NHS England – North West, said: “111 gives you over the phone clinical advice, directs you to a pharmacist, GP team or community provider, or arranges a call with a nurse or paramedic .

“It’s clear that this is providing a vital service to many people and that it is a valued and trusted source of medical help and advice, which people can access from the convenience of their home.

“People can also use 111 online at 111.nhs.uk. It offers the same service as you get over the phone and many people find that this is the quickest way to get medical advice and be directed to the right service for their needs.”

The NHS 111 phone and online services can assess and direct people to the most appropriate local service, including urgent treatment centres, GP practices, and consultations with a pharmacist. If needed it can arrange a call back from a nurse, doctor or paramedic or provide self-treatment advice over the phone. It is available 24 hours a day, seven days a week. People who urgent help for mental health can call 111 and select the mental health option. 

The online service is for people aged 5 and over and parents of under fives should use the 111 phone service.

The 111 service is designed to ensure patients get the right care in the right place at the right time. While people should always call 999 or go to A&E in an emergency when someone is seriously ill or injured or their life is at risk, NHS 111 is an easy and convenient way to get urgent help in other situations.

In total there were 170,176  calls to 111 in the North West in December 2024 compared with 146,487 in December 2023. Coughs, colds and flu and breathing problems were included in the top five reasons for the calls, alongside chest and upper back pain symptoms and urgent requests for repeat prescriptions.

Paul Johnston, Service Delivery Manager at North West Ambulance Service, said, “The rise in calls to NHS 111 shows how important this service is in helping people manage winter illnesses safely at home and reducing pressure on emergency departments. Our teams are working around the clock to ensure patients get the right advice and care. We would urge people to continue using 111 online for non-emergency medical advice. For children under the age of five, always call 111.”

In addition to telephone and online support, the NHS 111 service also offers assistance in British Sign Language (BSL), making it more accessible for the deaf community. The BSL 111 service is available online via video link, offering a convenient and vital service to those who need it most.

When to use NHS 111:

• If you’re unsure where to go for treatment
• For non-emergency medical advice
• If you have a mental health concern
• If your GP or pharmacy is closed
• When you need urgent care but it’s not life-threatening

How to access NHS 111

• Call 111 for free from any phone
• Visit 111.nhs.uk for online support
• Use the BSL NHS 111 service at signvideo.co.uk/nhs111

For more information, visit 111.nhs.uk.