What is the recommended approach to assessing capacity during NHS 111 calls?

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Capacity is decision-specific and time-specific, so in an NHS 111 call you must assess whether the person can understand, retain, weigh the information, and communicate a choice for the specific health decision at hand. If they can do that, respect their decision and provide support to help them decide. If there’s doubt about capacity, involve carers or an advocate to help explain options and represent the patient’s preferences. If the person lacks capacity, decisions should be made in their best interests, taking into account their past wishes, values, and the views of those close to them. This approach ensures the patient’s rights are protected and that decisions reflect what matters to them, rather than assuming incapacity or delegating the assessment to someone without clinical responsibility.