The 111 Patient Relationship Manager pilot will improve patient experiences when calling 111 by ensuring that relevant data that has been previously shared with relevant Healthcare professionals is used to inform clinical decision-making. It will also implement London-wide call balancing and routing, again to optimise patient experience.

This pilot aligns with the Interoperability Standards Development and Urgent and Emergency Care Programmes, providing information and learning regarding patients' crisis journey across primary, community, urgent and emergency care systems when their journey starts with a call to NHS 111.