Recurring concern
Failure to provide clear public information about accessing 999 and 111 emergency healthcare services
- Reports that mention this concern
- 3
- Times this concern has been raised
- 3
- Stated actions linked to this concern
- 1
What this concern includes
Includes failures to provide clear, accurate and accessible public information about the role, capability, appropriate use and access routes for 999 and 111 emergency healthcare services, including information intended to prevent inappropriate use or unsafe underuse.
What is not included
- Excludes failures in emergency call handling, clinical triage, ambulance dispatch or response after a member of the public has contacted 999 or 111.
- Excludes staff training or professional uncertainty about using 999 or 111 unless the assertion concerns information provided to the public.
- Excludes public information about non-emergency police, fire or other services unless it is explicitly part of the same 999 or 111 emergency-healthcare access information.
- Excludes general healthcare literacy or service-access problems without a specific deficiency in public information about 999 or 111.
Trends
Reports over time
Reports mentioning this concern, over time
Reports about this concern issued each year.
* 2026 is projected from reports observed to 7 Sep 2026.
Most frequent recipients
Most frequent recipients
Reports about this concern sent to each recipient.
Reports and published responses 3 reports
See individual reports that have raised this concern, and the actions taken in response
-
Concerns raised1
Public misunderstanding of when to call 999 causing emergency ambulance resources to be wasted
This report raised 3 other concerns. They are not shown here because they do not form part of this recurring concern.
Linked responses
- Department of Health and Social Care
- NHS England
Stated actions An action is something a respondent says it has done, is doing, or plans to do in response to the concern raised.1
-
NHS England
Run national public education campaigns on appropriate use of 999 and alternative NHS services.
Respondent positions A position is what a respondent says about the concern when they do not describe a specific action.1
-
Department of Health and Social Care
NHS England is responsible for responding on public education about when it is appropriate to call 999.
-
Concerns raised1
Failure to provide the public with clear information about the 111 service role, capability and call-handler qualifications
This report raised 6 other concerns. They are not shown here because they do not form part of this recurring concern.
Linked responses
- NHS England
- South East Coast Ambulance Service NHS Foundation Trust
Respondent positions A position is what a respondent says about the concern when they do not describe a specific action.2
-
South East Coast Ambulance Service NHS Foundation Trust
Responsibility for the national-policy matters concerning the 111 service’s role and Health Advisor naming rests with NHS England.
-
NHS England
NHS England is responsible for responding to concerns about public understanding of 111's role and the use of the term health advisor.
-
Concerns raised1
Lack of awareness among seasonal agricultural workers of 999 and 111 services
This report raised 4 other concerns. They are not shown here because they do not form part of this recurring concern.
No linked response statementsNo respondent-stated action or position is linked to these concerns in the published data.
Actions and positions describe what organisations say in published responses. Implementation is not independently verified.
Data last updated 7 September 2026