New contract awarded for North East NHS 111 service

With the contract, NEAS will continue to run the non-emergency helpline under an agreement awarded by the North East and North Cumbria Integrated Care Board.

The contract covers County Durham, Northumberland, Tyne and Wear, and the boroughs of Darlington, Hartlepool, Middlesbrough, Redcar and Cleveland and Stockton-on-Tees.

Kevin Scollay, chief executive of NEAS, said: “Our dedicated staff are experts in handling urgent and emergency calls.

“This new contract builds on our years of experience running NHS 111 and ensures patients will continue to receive a high standard of service without disruption.

“Because we also deliver the 999 ambulance service, patients benefit from a seamless link between urgent and emergency care, with quicker decisions and faster access to the right help.

“The contract also allows us to invest further in services such as care by text or video, and to increase the number of patients treated over the phone or referred safely to non-emergency services.”

In 2024/25, NEAS responded to more than one million 111 calls.

The service currently employs more than 3,200 staff, including 320 full-time equivalent health advisors and 120 clinicians.

An NEAS spokesperson said: “Patients will continue to benefit from timely access to a multidisciplinary team of professionals within the clinical assessment service and increased use of alternative care pathways, ensuring they receive the right care, first time.”

Dr Neil O’Brien, chief medical officer at the North East and North Cumbria Integrated Care Board, said: “Congratulations to the team at NEAS.

“NHS 111 is a vital service for patients, providing quick and reliable advice when people are unwell or unsure where to turn.

“It helps patients get the right care, in the right place, at the right time – whether that means self-care at home, visiting a pharmacy, seeing a GP, or going to urgent and emergency services.

“By guiding people to the most appropriate support, NHS 111 not only reassures patients but also helps the NHS use its resources effectively.”

Liam Charles, a health advisor who joined NEAS in 2021, said: “Every day is different, and it’s incredibly fulfilling to know we help patients access the right care, ease pressure on frontline services, and contribute to the wider NHS.

“I’m proud to be part of a service that’s making such a positive impact — and even prouder that we’ve secured the contract for another five years.”