Prior to the NHS 111 service that this article mentions they offered a helpline called NHS Direct. This was staffed by trained medical staff. It was excellent. They were able to assess issues and escalate them as appropriate.<p>So, if you had a non-emergency issue (I.e the person isn't dying right now, but appears to be critically ill) you could call the number and get real advice.<p>With 111 you are put on the line with in-trained call center staff who walk you through there a set of questions programmed into their knowledge system, they don't understand the questions, they can't help in any way.<p>Answer the questions "right" you get escalated to an on call doctor who rings you back after about 5 hours in my experience.<p>This is not good. In the situations I've needed it, I've found it extremely distressing.<p>I expect this system to give users access to the same system the call center staff are using, and to be similarly unhelpful.