Through ongoing conversations at General Practice Patient Participation Group (PPG) meetings, IC24 colleagues regularly hear from patients about their experiences of NHS 111. One theme that emerged strongly was a sense of uncertainty:

“We don’t really understand what happens when we call NHS 111.”

Many people were unsure about what information health advisors can access, when a clinician becomes involved, or how the service links with their GP. For some, this lack of clarity created hesitation about using 111 in the first place.

We saw an opportunity to change that.

To address these concerns, IC24’s Patient Engagement and Communications teams worked together to produce a new, patient-facing video. Two of our colleagues, Lucy Davis and Leah Hazell, appear in the film to explain the service in simple, relatable terms.

The video answers the most common questions raised by patients, including:

• When does a clinician become involved in my call?
• What information do health advisors have in front of them?
• How are clinical outcomes (dispositions) decided?
• How are my details passed on to my GP?
• When should I use NHS 111 online instead of calling?
• How does 111 work with GP practices, both in and out of hours?

Unlike existing resources, which are often broad or aimed at recruitment, this video was created specifically for patients — giving a transparent explanation of how the service works.

The project was a true team effort, developed with colleagues across IC24. The video went through a thorough review process, gaining approval from:

• Our Patient Engagement and Experience Group
• The Director of Clinical Governance
• The Chief Nurse
• NHS England

This ensured the final product was accurate, accessible, and trusted.

Since its launch, the video has been warmly welcomed. It is already being shared by Healthwatch organisations, shown at participation groups, and used within GP practices.

Patients have told us it makes the service clearer, helping NHS 111 feel less like a black box and more like a straightforward pathway of support. By improving understanding, the video also strengthens confidence and trust in NHS 111.

This video is just one step in our ongoing work to improve patient understanding of healthcare services. IC24 will continue sharing it with communities and partners, gathering feedback to ensure it remains relevant and impactful.

Because when patients understand how a service works, they can use it with confidence — and that benefits everyone.

You can watch the video for yourself below and find out more about how NHS 111 works.