THE NHS non-emergency phone line needs to provide better communication with the public, according to independent health and care champion Healthwatch Somerset.

Among issues raised in a Healthwatch survey about the 111 phone service were long waiting times, repetitive assessment questions and 'robotic' phone operatives.

Although two-thirds of the 650 respondents said the service did not meet their needs, 90 per cent felt treated with compassion, dignity and respect.

The results will help shape a new integrated urgent care service being introduced by Somerset Clinical Commissioning Group.

Healthwatch Somerset manager Emily Taylor said: "We'd recommend better communication with the public about the service and how it works.

"People also talked about waiting long periods for a call back from a medical professional.

"Where people were left too long, they often called 999 or went to A&E."

She added: "People often referred to the 111 phone operatives as robotic...following a script.

"Whilst people are happy that the service exists, there was a keenness that advisors be more willing to enter into a conversation about the issues and to be more flexible around the script."

Healthwatch Somerset recommends:

•Better communication with the public about the service and how it works and keeping in touch with people waiting a call back.

•Additional staff training for operators so they can enter into a conversation and be more flexible around the script.

•Communicating with high user groups on alternative options - 85 people called between 10 and 60 times in the last three years.

•Providing a different phone number for health care professionals so they can get access to other services without being taken through all the questions.

Ms Taylor said: "It's important people know what has happened as a result of them sharing their experiences with us.

"We're already working with commissioners to respond to the issues raised in this report."

A Somerset Clinical Commissioning Group spokesman said: "We'll be incorporating the report's insights and recommendations into local urgent care planning and the county’s forthcoming health and care strategy.

"Many of the issues raised...we expect to be addressed by the new integrated urgent care service for Somerset.

"This will be up and running from February 2019 and will be provided by Devon Doctors Ltd.

"NHS 111 remains the essential number to call if you become ill after your GP surgery has closed or when you need medical advice fast, but it is not a 999 emergency."

NHS 111 is free to call 24/7 and is still the quickest way for timely access to health advice.

Case studies include:

*asthmatic Bridgwater woman Joanna Boyer waiting 12 hours to speak to a 111 medical professional after gasping for breath, despite ringing several times and being promised a call back within two hours;

*Marguerite Gill, 71, of Taunton Deane, whose heart attack was missed by a 111 operator. She was told to contact her GP the next day - her neighbour took her to A&E.

*Ruth Hobbs, from South Somerset, praised the service after she was talked through what to do to help a man having a stroke.

*Healthwatch volunteer Rwth, who believes a 111 doctor saved her life after she called up feeling unwell - he arranged for an ambulance to take Rwth to Musgrove Park Hospital, Taunton, where she underwent emergency surgery for an umbilical hernia.