What system does NHS 111 primarily use to triage non-emergency presentations?

• A. NHS Pathways (clinical decision support) for triage and management.
• B. A manual one-size-fits-all protocol.
• C. A generic call-centre script without decision support.
• D. The hospital's internal triage system.

Answer: (A)

NHS Pathways is the clinical decision support system used by NHS 111 to triage non-emergency presentations. It guides call handlers through structured questions and risk assessments, applying evidence-based criteria to determine the most appropriate course of action. This standardised approach helps decide whether someone can self-care, needs a GP appointment, should be directed to urgent care, or requires emergency services, while flagging red flags for safety. It’s designed to adapt to each individual’s responses, providing consistent risk stratification across calls. That flexibility and clinical guidance isn’t provided by a manual one-size-fits-all protocol, a generic call-centre script without decision support, or a hospital’s internal triage system, which operate in different contexts.