AMA
I work for 111
Randomeggs56 · 25/01/2022 18:50
As a call handler not a health care professional. Have been there about 18 months, ask me anything
Mamamia7962 · 25/01/2022 18:54
Do you get people ringing you for trivial medical problems and if so what's the silliest reason that someone has rung 111 for?
Randomeggs56 · 25/01/2022 18:58
I guess it depends what you consider a trivial medical problem, if it's something small that has bothered someone for weeks they probably could have waited for a gp appointment. I think things like that, rashes that have been there a while or a cold that's a bit persistent with the caller wanting an immediate doctor callback are the most trivial, and probably the majority of callers in all honesty
SailingNotSurfing · 25/01/2022 19:00
I worked as a nurse advisor for 111 briefly, I was bored rigid. Sore throats, earache, toothache with the occasional genuine A&E NOW caller, where I'd 999 the call myself.
Randomeggs56 · 25/01/2022 19:02
@SailingNotSurfing
I imagine as a nurse it can be boring given the calls we have to place on the clinical queues at times!
SailingNotSurfing · 26/01/2022 15:43
The frequent fliers were the worst, the ones who call in on a regular basis, daily sometimes, with the same symptoms, and I'd have to go through the entire chest pain/abdo pain algorithm to be able to tell them to see their GP about their ongoing health anxiety. AGAIN.
At least it was us they called, and not 999, they weren't wasting a paramedic's time.
Randomeggs56 · 26/01/2022 16:58
Less, but there is always incentive overtime available which helps in bumping the wages up
Droppit · 26/01/2022 17:13
Thanks (I was inspired by that salary thread 
) What percentage of time are you answering calls? (Do you get downtime to do other stuff?)
HeadToToesNo · 26/01/2022 17:30
When I have called in the past I've always worried I come across as flustered and ridiculous because I'm terrible in a crisis. Do you get annoyed or frustrated with callers like me?
Randomeggs56 · 26/01/2022 17:34
@Droppit
) What percentage of time are you answering calls? (Do you get downtime to do other stuff?)Depending on the shift there isn't a lot of downtime, maybe a minute or two between calls, this varies on night shift and can be much longer. In an 8 hour shift I average between 35-40 calls. This too varies depending on the reason for the call, some can be completed in 5 to 6 minutes, some calls can take considerably longer
Runningincircles · 26/01/2022 17:35
How fast do you have to be able to type?
I'm interested in applying for this role.
Is the training hard, do most people pass the induction stage?
Randomeggs56 · 26/01/2022 17:37
@YooCoo
No it wouldn't be safe to work from home, we rely on clinicians in emergency situations got example if we receive a call which needed life saving, or safeguarding. I'm sure some people do work from home, some clinicians do but I would not feel comfortable and it's reassuring to have backup when it's needed
ShowOfHands · 26/01/2022 17:37
I don't have a question really but the last 2 times I've called for DS, the call handler was the same person both times and utterly lovely. Reassuring and friendly and thankfully, managed to get us through to a clinician quickly who got us what we needed (immediate appt and antibiotics respectively). I know 111 gets a lot of flack but I've found it invaluable, particularly as we don't have minor injuries where I am, only A&E so 111 is the gateway for appropriate out of hours services.
Randomeggs56 · 26/01/2022 17:39
@HeadToToesNo
Absolutely not, there is a world of difference between someone who is upset and flustered to someone who calls and is horrible (we do get them)
Everyone who calls is someone's mum, dad, brother (insert family member) and deserves empathy and respect when they call.
Crimesean · 26/01/2022 17:41
111 have been brilliant for us. I think a lot of people struggle to call an ambulance in case they're wasting the ambulance service's time, but use 111 instead who reassure them it's serious enough for an ambulance.
My question: do you ever get pervs calling, and if so what's the protocol?
Randomeggs56 · 26/01/2022 17:43
@ShowOfHands
Thats nice to read, it gets a lot of negativity, the people who do my job are criticised heavily and its a little disheartening especially when you've had callers verbally attacking you. I'm happy to read you got what you needed 😀
Droppit · 26/01/2022 17:45
Agree with PP - I’ve contacted 111 a handful of times and found the service to be excellent.
Randomeggs56 · 26/01/2022 17:47
@Crimesean
My question: do you ever get pervs calling, and if so what's the protocol?
Yes unfortunately this happens a lot! If the caller is known to tye service they will have been flagged before which is visible to us with instructions on how to proceed. If there are no notes due to false information or a new telephone number it's 3 warnings and the call is terminated.
bluejelly · 26/01/2022 17:53
I have no questions but just wanted to say thank you for the incredible work you do
Quintilla · 26/01/2022 17:53
No question but just a thank you! I’ve used 111 a handful of times over the years and always had excellent service. The call handlers are invariably lovely (wondering if I’ve ever spoken to you now!)
Actually, there’s a question: how many handlers are there? Are there different handlers for different regions?
Randomeggs56 · 26/01/2022 17:54
@Runningincircles
I'm interested in applying for this role.
Is the training hard, do most people pass the induction stage?
There was no typing test, im a decent typer but we don't make a lot of notes, just pertinent information and if you need a minute to make sure your notes are accurate then that's okay, it's preferred actually as it names it easier when information is passed along.
The training was intensive, 2 weeks classroom with some tests, then shadowing other call handlers before taking real calls ahead of your test calls to be signed off. Maybe 4 or 5 weeks in total, there is further training throughout to keep on top of system changes and to ensure consistency and knowledge of the system. Its definitely a job that keeps you thinking, it does for me anyway! I've not seen many fail training, maybe 5 or 6 and there are a lot of trainees!
If you're interested go for it
Randomeggs56 · 26/01/2022 17:57
I wasn't expecting so many nice comments so thank you ☺
There are multiple call centres all covering different areas, truthfully I have no idea how many! I don't even know how many work in my building due to the differing shifts we all do!
Peanut82 · 26/01/2022 17:58
How did you get into it? And can you choose your own shifts?
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