Maximising Pharmacy First referrals via NHS 111 & NHS App
Did you know that when a patient uses NHS 111 Online, it can generate a Pharmacy First referral?
If their symptoms qualify, the system (algorithm) directs them to a local pharmacy for treatment instead of a GP surgery.
One simple way to increase referrals and uptake and ensure patients use pharmacy services effectively is by signposting them to NHS 111 Online or for them to use the NHS 111 symptom checker inside the NHS App.
These platforms assess symptoms and generate referrals only for conditions pharmacists can treat under the Pharmacy First scheme, essentially providing a digital triage service.
Please note that NHS 111 phone calls also do generate referrals, and we are working with our local providers, IC 24 and Practice Plus Group, so NHS 111 call handlers support high quality service referrals.
Encouraging patients to use the NHS App and NHS 111 Online can:
- Increase Pharmacy First Referrals – Patients may be directed to your pharmacy for treatment, for the condition that meets the cohort and criteria for Pharmacy First.
- Ease Pressure on GP Surgeries – By diverting patients with minor conditions to pharmacy services, GPs can focus on more complex cases and reduce the 8am rush. Consider discussing this with local surgeries and how they could support uptake.
- Improve Patient Access & Experience – Many patients are unaware they can access NHS treatment through their pharmacy; digital referrals help ensure they reach the right service quickly whilst provide a clinical audit trail.
- Support Service Sustainability – More referrals contribute to the data capture for the service and supports the case for future service expansion.
Contractors can help signpost patients by making every contact count, displaying promotional materials and highlighting on your website and social media.
For example, after a clinical consultation you may wish to have a team member explain to patients the added benefit of using the NHS App to check their symptoms and how it can also be used to order repeat medications. Do consider providing them a leaflet or QR code to the site.
NHS Promotional Resources
To help pharmacy teams promote these services, NHS England has provided a range of resources, including posters, leaflets, and digital assets:
By actively signposting patients to NHS 111 Online and the NHS App, community pharmacies can help drive referrals, increase accessibility, and strengthen the delivery of this important service.
