West Midlands Ambulance Service to take over 111 phones

West Midlands Ambulance Service (WMAS) has stepped in to run the operation, which caters for non-emergency calls and was launched earlier this year. NHS Direct was running 111, but announced its intention to quit in July, saying the contracts were too expensive. The ambulance service entered into talks to take over the running and has today announced it has signed a deal to step in.

It will now deliver the 111 service in Birmingham, Solihull, the Black Country, Shropshire, Herefordshire, Coventry and Warwickshire.

The ambulance service has introduced a training programme for phone staff. Andy Williams, lead commissioner for the NHS 111 project team, said he was confident the ambulance service would deliver an improved service for patients and the public.

He added: "We have been working towards this step-in arrangement since NHS Direct announced its withdrawal from the contract.

"WMAS has already implemented an upgraded training programme for call handling staff, which will improve the clinical governance process, and this will continue for the next few months. We are pleased that West Midlands Ambulance Service is stepping in to provide this service as we believe it's a natural fit and will strengthen the service as we come into the winter season."

The NHS Direct announcement to pull out of the contract came as an undercover investigation revealed 'serious failings' in the system, with staff shortages, long waits for callers and unnecessary ambulance call-outs.

It admitted it had encountered 'significant problems' when it launched the contracts in the north west of England and West Midlands in March. The organisation said calls took 'twice as long as expected' and, as a result, NHS Direct did not have 'sufficient capacity' to handle all them.

Anthony Marsh, WMAS chief executive, said: "We are delighted to be able to provide the NHS 111 service going forward. We believe our expertise in running complex clinical call handling operations will allow us to bring real improvements. We have already seen how well the NHS 111 and 999 service can integrate in other parts of the country."

The NHS Direct 0845 46 47 number will be switched off at the end of November in the West Midlands. Callers will be advised to hang up and re-dial 111, which is free.