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Examining patient pathways and workforce implications of NHS 111 Online.

We have completed this study and submitted the final report to the funder in November 2021.

The team are currently working on papers and other outputs from the study.


We wish to thank all the staff and stakeholders in primary, urgent and emergency care, dentists and people from charities who serve disadvantaged populations who took part in the interviews. We also thank the public and patient representatives drawn from the homeless health peer advocates of the charity Groundswell, and the Deep End Sheffield cluster PPI Group.


We completed our planned total of 80 interviews the staff and stakeholders.  Our collaborators in Sydney, Australia conducted an additional 41 interviews with staff and stakeholders associated with the Healthdirect virtual triage service so we can compare this with NHS111. The survey expanded considerably and we obtained 2754 responses that have helped us understand eHealth literacy and people’s use of NHS111 online.


Our Study Steering Group met five times, and we held regular feedback meetings with stakeholders in NHS Digital & NHS Improvement. We will do further work with these policy makers and with patient and public groups to share findings.


Links to outputs from this study will be put here over the coming months.  If you want more details about this study please contact



Oxford research team:

Further information:

Full project title: Ethnographic study of patient pathways and workforce implications of NHS 111 Online

Length of the project: September 2019 – August 2021


The study is funded by NIHR Health Services and Delivery Research Programme – grant number 127590.

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