Updated 13 May 2022
The integrated NHS 111 and out-of-hours service for Norfolk and Waveney is provided by Integrated Care 24 Limited (IC24). IC24 is a Social Enterprise; a not for profit organisation with no shareholders and where any surpluses are re-invested into the service.
The headquarters for IC24 is in Ashford, Kent. IC24 operates NHS 111, out-of-hours and a variety of other services including prison healthcare and primary care centres in other areas.
IC24 commenced delivery of the integrated NHS 111 and out-of-hours service for Norfolk and Waveney in September 2015.
NHS111 is a 24 hours-a-day telephone-based service where patients are assessed, given advice or directed to a local service that most appropriately meets their needs. For example, their own GP, an out-of-hours GP service, walk-in centre, urgent care centre, community nurse, emergency dentist or emergency department.
GP out- of -hours services provide care to patients who require medical attention outside of normal GP opening hours. The out- of -hours service operates from 6.30pm until 8am Monday to Thursday, and 6.30pm Friday until 8am Monday and all public holidays. Patients access the out of hours service via NHS 111 where the information provided is assessed and triaged and patients receive an appropriate response based on their clinical needs. This can be in the form of a clinical telephone assessment, referral to the patient’s own GP, a home visit from a clinician or an appointment for the patient to attend an out- of- hours base.
The service provides care to a population of approximately 1.1 million people residing in the area and is commissioned by Norfolk and Waveney Clinical Commissioning Group. The area has three acute NHS Trusts, one NHS mental health trust and 105 NHS GP practices. The service recorded approximately 311,000 answered NHS 111 calls during the 2020-21 calendar year, of which around 50,000 resulted in either face to face primary care centre or home visit consultations by the out-of-hours service.
The NHS 111 contact centre operates from the Care Coordination Centre in Norwich. Out-of-hours services in Norfolk and Waveney area are delivered from ten primary care centres located in Dereham, Norwich, Fakenham, Long Stratton, Wisbech, Lowestoft, Beccles, Thetford, North Walsham and Kings Lynn. Not all these primary care centres are open every day during the out-of-hours period.
As part of this inspection we visited the Care Coordination Centre in Norwich and the primary care centres in Great Yarmouth, Thetford and Norwich.
The service is registered with the CQC to provide the regulated activities of Treatment of disease, disorder or injury, Transport services, triage and medical advice provided remotely, Diagnostic and screening procedures.