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.
NHS 111 services are required to search the Repeat Caller Service at the beginning of each urgent care encounter. The search contains a minimal set of patient demographics, which are used to identify the caller.
If a caller's identity has been verified against the Personal Demographics Service (PDS), the person's NHS number will be used as the primary search term.
If a caller's identity has not been verified against the PDS, recorded demographic information will be used to try and match the person to existing records. The demographic items supported are:
- a verified NHS Number (only included if person is verified against the PDS)
- first and last name
- date of birth
Using the available search criteria, we can find out if a caller has already called in the last 96 hours. These records are only stored for a maximum of 96 hours.