Improving NHS 111 and GP out-of-hours services in Surrey


As from 28 March 2019, the NHS 111 and GP out-of-hours service in Surrey is changing to offer a range of benefits to patients.

The provider of NHS 111 in East Surrey, Guildford and Waverley, Surrey Downs and North West Surrey will change from South East Coast Ambulance Service NHS Foundation Trust (SECAmb) to Care UK. This means that as current providers of the Surrey GP out-of-hours service, Care UK will now deliver an integrated urgent care service made up of GP out-of-hours, NHS 111 and a clinical assessment service which makes it easier get help from a wider range of healthcare professionals.

The changes follow a redesign and procurement process using feedback from patients and a wide range of healthcare professionals. It will not affect how people get help for urgent medical problems – dial 111 or visit from a computer, smartphone or tablet – but they will be able to get more from the service.

Plans are in place to ensure the transition to the new providers is as smooth and seamless as possible with minimal disruption to the service patients receive.

What does it mean for patients?

The redesigned service aims to meet most healthcare needs on the first call – including a consultation with a doctor, nurse, dentist, pharmacist or mental health specialist if needed.

People can expect the service to be:

• Quicker – there will be fewer questions to answer and you won’t be passed from person to person having to repeat yourself each time.
• More direct - as well as offering diagnosis, health advice or next steps, direct appointments can also be booked with many local services. This will be supported by better technology so clinicians can, with patient consent, immediately see key information in someone’s medical record allowing them to give fast advice and treatment.
• More knowledgeable – a wider range of healthcare professionals will be on hand to get the answers or advice you need. This includes doctors, nurses, paramedics and specialists in mental health and dental issues.
• More helpful - as well as diagnosing and giving treatment options, health and lifestyle advice on a wide range of topics is also available. This could be anything from medication to vaccinations, diet to anxiety.

How does it work?

If you have an urgent medical problem and you’re not sure what to do contact NHS 111 by phone or online. NHS 111 is available 24 hours a day, 7 days a week.

If you have difficulties communicating or hearing, you can:
• call 18001 111 on a textphone
• use the NHS 111 British Sign Language (BSL) interpreter service if you’re deaf and want to use the phone service

Fully trained advisors will ask some simple questions and depending on the situation you will find out what local service can help, be connected to a clinician, get a face-to-face appointment or be told how to get any medicine you need.

You can also ask for a translator if you need one.

NHS 111 does not replace 999 or A&E for medical emergencies - when someone is seriously ill or injured and their life is at risk.

European Union exit

We are aware that these changes will happen while the UK potentially goes through the process of leaving the European Union. We have been preparing for various scenarios that may occur as a result and would like to reassure you that contingency plans are in place and will be maintained throughout this time.

About Care UK

Care UK was founded in 1982. Today its healthcare services include treatment centres, 111, GP practices, NHS walk-in centres, GP out-of-hours, prison health services and clinical assessment and diagnostics facilities.

Care UK works with the NHS to take healthcare services closer to where people live and work – increasing the efficiency and quality of the services delivered and helping to reduce waiting times.

Health care experts across Care UK assess, diagnose and treat more than one million NHS patients every year, providing services which are free at the point of use

Further information

Patients should contact Care UK using the details below to report any feedback on the experience and service they received during the phase of transition and immediately afterwards.

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Telephone: 0203 402 1245
Write to: Care UK, Glassworks 2, Glassworks Business Park, Station Road, Dorking, Surrey, RH4 1HJ
Website: - here you will find a guide on how to make a complaint and feedback forms