A BOLTON call centre is now managing all NHS out-of-hours calls from across Lancashire and South Cumbria.
Several local Primary Care Trust-run call centres for the NHS 111 service were closed at midnight on Wednesday, with the NHS Direct call centre at Middlebrook, taking over the service.
But the switch has caused long delays, with reports of some 60-second response calls not being taken for hours, and worried patients taking themselves to hospital.
A source close to the operation said: “Callers to the 111 phone service have had to wait up to two-and-a-half hours to get through to someone, when it should be 60 seconds.
“The Department of Health has had to get involved because of the meltdown and reopened the local centres that have just been closed. People who were made redundant have been drafted back in only 12 hours later.
“This is a very dangerous situation and lives have been put at risk.”
A spokesman for the NHS 111 service insisted Thursday’s change-over was a “soft launch”.
He said: “The NHS 111 service for the North West was soft launched ahead of full public launch of the service in April.
“The soft launch period allows for any teething problems to be resolved before it goes fully live.
“It became clear there are some issues that need to be resolved with the NHS 111 out of hours call handling, which are being addressed ahead of the service being fully launched.
“We would ask that people call their GP surgery during the evening and at weekends and follow the instructions given, if they need care out of normal working hours.”
A Department of Health spokesman added: “We are working with providers across the country to ensure all NHS 111 services are thoroughly tested and working effectively.”
The NHS 111 service was introduced to make it easier for patients to access local NHS healthcare services. People are asked to call 111 when they need medical help fast but it is not a 999 emergency.
The service is staffed by a team of fully trained advisers, supported by experienced nurses.
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