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A guy that I work with on the occasional project took a job as a senior manager at the 111 service. He lasted a week before leaving to seek employment elsewhere. When asked about how bad it was working there he tends to adopt the foetal position and rock backwards and forwards in a comforting manner.

For what it is worth, have had to use NHS direct a lot in the past. My experience of 111 was that it was a lot more effective. Got callbacks from doctors and real medical advice etc in a timely manner which I could never coax out of NHS direct.

Dont know whether it was a fluke, or due to changes in protocol.