“YOU'RE NOT BLEEDING SO PHONE 111!”: HOW NHS 111 EXPERIENCES INFORM THE DECISION TO ATTEND THE EMERGENCY DEPARTMENT WITH LOW BACK PAIN

Abstract

Purpose and backgroundLow back pain (LBP), a leading cause of chronic disability, is associated with high and disproportionate socioeconomic costs. Clinical assessment and triage via the NHS 111 service aims to reduce pressure on the urgent and emergency care system. Studies show that many attend the emergency department (ED) against advice, when they could be better managed elsewhere. The aim of this research was to explore how patients with LBP perceive and interact with NHS 111, and how this may have influenced their decision to attend ED.Methods and ResultsThis was a secondary analysis of a cross-sectional, qualitative dataset of 47 patients (26M:21F, aged 23–79 years) purposively sampled with LBP, who attended 1 of 4 EDs in the UK in 2021, (during the pandemic). The participants took part in online, semi-structured interviews, mean duration 45-minutes (range 23–156 minutes), within six weeks of their ED visit. The interviews were audio-recorded, transcribed verbatim and thematically analysed.Three key themes were identified: purpose, process and performance. The themes showed mixed understanding and low awareness of the purpose of NHS 111, despite its strong triage role. Long waits for call backs however, sometimes resulted in patients attending ED, along with previous negative perspectives and experiences.ConclusionThis research suggests enhanced visibility and knowledge of NHS 111 would increase its use by people with LBP. Further exploration comparing outcomes of callers to NHS 111 with those who seek care elsewhere, could help evaluate how NHS 111 can best help people with LBP and prevent unnecessary ED attendance.No conflicts of interest Sources of fundingFunding for primary data: Health Education England & National Institute of Health and Care Research (ICA-CDRF-2018-04-ST2-040)