North East Ambulance Service to provide NHS 111 services to region

North East Ambulance Service (NEAS) has been awarded the contract to deliver NHS 111 services across the North East of England. The new contract, awarded by the North East and North Cumbria Integrated Care Board, will commence on 1 October 2025. 

The new contract and accompanying new service model, awarded by North East and North Cumbria Integrated Care Board, is worth £15 million per year, will continue NEAS' responsibility for NHS 111, bringing a number of benefits to patients across our region. 

NEAS responded to over one million callers to 111 in 2024/25 and 82.4% of 111 patients who responded to surveys rated NEAS good or very good, providing 111 and ambulance services to the counties of County Durham, Northumberland, Tyne and Wear, and the boroughs of Darlington, Hartlepool, Middlesbrough, Redcar and Cleveland and Stockton-on-Tees.  

Kevin Scollay, Chief Executive at North East Ambulance Service, 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.” 

The service employs over 3,200 staff, including 320 health advisors (full time equivalent) and 120 clinicians, who manage calls from hundreds of thousands of patients every year. 

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, 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." 

Health advisor, Liam Charles, who joined the service four years ago said, “I joined as a Health Advisor in 2021 after being furloughed during lockdown, looking for a new challenge where I could make a difference. From taking 111 and 999 calls to coaching new advisors and supporting colleagues on the internal line, I’ve grown so much in this role.  

“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.”