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So a new crisis for the NHS is one of the main providers of the 111 non-emergency phone service in England says it wants to pull out of all of its contract NHS Direct says the contracts are financially unsustainable the latest setback for the service comes as Channel 4's dispatches tonight make claims about worrying failings had another 11 / 111 provider cadets has this report dispatchers has been undercover inside 1110 chaps efficient or just do it and worrying admissions from a 111 manager realistic weekends we still are on safe we don't have to start to deal with the calls are coming in 111 simple but is it safe tonight dispatches will look at the service offered by one of the private providers' harmony says the ability to directly transfer a call is not what makes the service safe and denies patient safety has been compromised it says dispatches ignored much evidence of good practice and to individual comments out of context and failed to differentiate between targets for customer service and fundamental attributes of safety and today another major provider of the urgent medical helpline NHS Direct announced its pulling the plug as NHS England admits 111 has failed patients 46 separate help lines were put out to tender NHS Direct was one of the successful providers, but it turns out it can't do the job for the price it quoted or more accurately it can't answer the calls quickly enough good evening this is NHS bone Mayan service it's paid per call it fears it would make a loss of 26 million pounds NHS direct one contracts to run 11 of the 111 help lines serving more than a third of England but in June it announced it was pulling out of Cornwall and north Essex before it even launched its services there now it says it wants out of its nine other contract it's only a few weeks ago the government was playing down the problems with 111 the concept of 111 I think is a good one you're absolutely right to say that we had some teething problems it was only introduced in Easter now who remembers what we're going to do next Fatima Davis they weren't teething problems she rang 111 with stomach pain and vomiting blood she couldn't speak to a doctor until she'd answered 50 questions I was left for so long that I got so dehydrated my kidneys almost failed critics say there are too few doctors and nurses for the people answering the phone to refer to most of the people that are Manning the phone lines are untrained call handlers it's not their fault they're supposed to have two weeks training that on its own we don't think enough, but we have to understand that many of them haven't even had the two weeks training there then supposed to have easy access to qualified nurses, and they're finding they don't have that access, so you end up with a situation where people are mishandling the calls we are looking at the quality of these services that was one of the things that I initiated from April was a complete and comprehensive review of equality to make sure...
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