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Urgent and emergency care, Electronic Referral Service (e-RS), medication, optometry and bookings

Ensuring best use of digital technology in urgent and emergency care to get patients the right help, in the right place, at the right time.

Responsible person

Director of Urgent and Emergency Care Technology, Electronic Referral Service, Medication, Optometry and Bookings

This business unit is part of

What we do

Products, programmes and services that deliver benefits to patients, healthcare professionals and the wider health and care system through improved digital integration.

Products and services

The following products, services and programmes of work are developed, run, and maintained.

NHS 111 online

Lead: Debbie Floyd

Our service provides digital access to triage, healthcare advice and guidance. Aiming to compliment the telephony service, it is used by approximately 750,000 patients per month.

NHS Pathways

Lead: Mandy Williams

Our triage software and suite of other products which are used to safely direct more than 18.5 million calls to NHS 111 and 999.

Directory of services

Lead: Mangala Harini Thiurugnanam

The directory of services (DoS) provides real time information about which services and clinicians are available. This means that patients can be better supported by appropriate services closer to home.

Urgent and emergency care (UEC) data insights

Lead: Nora Lukova

The urgent and emergency care (UEC) data insights team enable insights into the journeys taken by patients through urgent and emergency care. This involves linking data together in new ways, which helps improve decision making.

Urgent and emergency care (UEC) interoperability

Lead: Chris Orrell

The urgent and emergency care (UEC) triage journey team help resolve operational issues for UEC providers. They set the interoperability standards for systems used by UEC providers.

Service finder

Lead: Mangala Harini Thirugnanam

The service finder programme enables healthcare professionals to access service information found in the directory of services.

Profile updater

Lead: Mangala Harini Thirugnanam

The profile updater enables service providers to update their service information in the directory of services, to ensure that it is always up-to-date.

Repeat caller service

Lead: Debbie Floyd

The repeat caller service is a national service and a core part of the integrated urgent care national architecture. It acts as an audit for the NHS 111 service, monitoring users who have been processed through the service 3 times or more in a 96 hour period. 

Interoperable medicines

Lead: Fintan Grant

Improving insight into the use, spend, safety, and effectiveness of medicines by providing high-quality data.

NHS bookings and referrals

Lead: Adnan Riaz

NHS booking and referral APIs will be used to connect services so that a user can be booked a slot and have their triage information shared at the point of care. 

The team are focusing initially on the 111-Emergency Department (ED) use case as a follow-on from the NHS 111 First work that was delivered last year.

Digital referrals and consultations

Lead: Liz Butcher

Providing an easy-to-use digital referral service that puts patients in control of their appointments.

Pharmacy, optometry, dentistry, ambulance and community

Lead: Richard Ashcroft

The digital integration of pharmacy, optometry, dentistry, ambulance and community (including mental health) sectors.

Last edited: 25 November 2021 2:26 pm