NEW proposals from health bosses to rely more on the NHS 111 helpline will make it “more or less impossible” for vulnerable people to access care, according to support groups.

Campaigners say NHS Bury CCG’s plans to reorganise urgent care so that the first point of contact for patients is the telephone line means people who do not speak English, those with learning disabilities, hearing impairments or anxiety will fall at the first hurdle when trying to get care.

Sue Arnall, treasurer at Solidarity in Bury and a volunteer at the Eagle’s Wing, a help group for asylum seekers in Bury, said: “When you ring 111 it is just not the same as talking to somebody face-to-face.

“If you are not confident speaking on the phone it can be an absolutely nightmare trying to book appointments or receive any kind of treatment.

“The health service has to realise that the phone service is inaccessible for many people, which is unacceptable.

“They are not making it easy for people who are not confident speaking on the phone, it’s making things more difficult for them.”

She said although the changes would affect the asylum seekers she works with, it was not so much a language issue but a confidence issue, and she has spoken to British nationals who have the same concerns about the changes.

“Even if there is the option to speak to somebody in their native language, whether Arabic or Urdu or another language, it is still not the same as speaking to somebody face-to-face and that is the real barrier,” added Ms Arnall.

“Whether it is hearing problems, language problems, learning difficulties or anxiety, the changes will make it even more difficult for these people.”

Dr Kiran Patel, chairman of NHS Bury CCG, said the CCG wants to improve the way the current urgent care system responds to the needs of patients and that the current system is complex and can cause confusion for patients in terms of which service will best meet their needs, where to access that service and when.

In the CCG’s proposed model, NHS 111 would be the first point of contact for patients wanting to access non-emergency urgent care services.

Dr Patel added: “This will be the access route for the most part outside of normal GP working hours and we will fully explore ways of providing equitable and effective access for all patients.

“We will listen carefully to all of the feedback and concerns received on our proposals, including how the telephone triage system must be accessible to all patients, and this will be fully considered in informing next steps and before any future decision is made.”

The CCG has reminded patients and the public that there is still time to shape what urgent care services will look like in the future across Bury.

People can give their views on the proposal in a number of ways:

An online survey is available at: www.surveymonkey.co.uk/r/2BNQJG5 or paper copies of the survey can be obtained by calling 0161 762 3166 or by emailing buccg.communications@nhs.net.

Views can be sent in via the CCG website feedback facility; by e-mail as above or by letter to NHS Bury Clinical Commissioning Group, Communications and Engagement Team (Urgent Care Redesign), 21 Silver Street, Bury, BL9 0EN.

The period of public engagement will run until October 31 2016.