Norwich NHS 111 Contact Centre, Norfolk

Our Care Coordination Centre, also known as the Contact Centre, in Norwich, Norfolk, serves as the hub for delivering urgent care to the public through our NHS 111 service - operated by Integrated Care 24 (IC24).

When patients dial 111, they are welcomed by our Health Advisors, who serve as their first point of contact. The NHS 111 service provides assessments, guidance, evaluations, diagnoses, and outlines the necessary next steps for callers.

“There is that really nice special moment where you can say to someone, I can get you that care today. They just want to be heard and understood. The training is way above almost what you need for the role, it’s like being back at college!”

Graham Deaves - Health Advisor, IC24

Our NHS 111 contact centres act as this initial gateway, ensuring that the public receives appropriate advice, information, and treatment whenever required. Clinicians—including nurses, doctors, paramedics, physiotherapists, and other Allied Health Professionals—are available to support callers. While many patients receive advice without needing an A&E visit, others are directed to primary care, emergency services, or specialised treatment centres.

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Careers at our Norfolk contact centre

Clinical Advisor jobs and pay

Our Clinical Advisors are active healthcare professionals with a registration with the NMC or HCPC. So, we hire nurses and allied healthcare professionals for this role. Our Clinical Advisors would receive requests for assistance, treatment, or care at our NHS 111 contact centres.

Using telecommunications, they are responsible for assessing callers with a wide spectrum of clinical conditions; advising them on home care management, next steps and referring them on to further care when appropriate. The computer-based clinical decision system will facilitate and support the advice given. They work as part of a multidisciplinary team providing high-quality, evidence-based healthcare to the immediate needs of the patient.

“A call initially comes through to a health advisor. The more complex calls come through to clinicians such as myself. We call patients back and go through their current issues. They’re taken through an initial assessment. My responsibility is to then signpost to the next, correct service. That could be an emergency service, ambulance service, treatment centre, or a mental health crisis team.”

“I enjoy having that one to one time with a patient. It's uninterrupted time with that patient. It's not that way when you're working in a busy acute hospital. You know, you actually feel like you're making a difference in that person's life.”

Gigi Peverill - Clinical Advisor at IC24 (read Gigi's interview with Nurses.co.uk)

Health Advisor

Health Advisors work in our NHS 111 contact centres (Care Co-ordination Centre) and they manage calls from patients and healthcare professionals with urgent and non -urgent healthcare needs, using the Clinical Decision Support System (CDSS) appropriately to direct the patient to the service suitable for their needs. Our Health Advisors deal with a variety of calls that range from minor illnesses to life threatening situations every day.

Technically, Health Advisors are non-clinical, and so your function is to triage and feed into the clinical side of the system.As a Health Advisor at IC24, when our patients dial 111 you will be the first point of contact and the voice at the end of the line. It'll be up to you to deliver sometimes life-changing advice, triaging a wide range of calls and providing safe, effective assessments and non-clinical advice using the NHS Pathways System.

“The bulk of the calls we deal with are things like throat infections, during infection. It can range from a lot of things, for instance people that possibly might be having a heart attack. It’s not an easy job, but if you’re the type of person who likes to help people, it is a very rewarding job.”

Ian Maben - Health Advisor, IC24

Benefits for staff in Norwich

• Pay framework starts from £18.56 as the base rate. You will get an extra 30% (up to £24.13) on Saturdays and weekdays from 8pm to 6am. An extra 60% is offered (taking it up to £29.69) on Sundays + bank holidays
• Additional annual leave above statutory minimum based on service
• Opportunity to join the NHS Pension Scheme
• Free 24/7 independent counselling service
• Learning and development opportunities
• Free membership to our reward and discount platform
• Access to Blue Light Card and other NHS Discount SchemesThe blue light card helps bring savings for some of the brands you use. It is the UK’s leading discount provider for the emergency services, NHS, and social care sector - saving money at a wide range of providers from Cineworld to Halfords, Hotpoint, Odean and more.
• Heartbeat recognises the hard work of everyone at Integrated Care 24, through peer-to-peer recognition, valuable wellbeing resources and housing your employee discounts. Heartbeat benefits portal is exclusive for all Integrated Care 24 employees.

Practical information about working with us in Norwich

IC24 in Norwich is located in Thorpe St Andrew, east of Norwich city centre. This area is near Broadland Business Park and offers convenient access to the A47, making it easy to reach Norwich city centre and surrounding areas. Nearby Sainsbury’s, Aldi, and a range of shops at Broadland Business Park.

Riverside Retail Park and Norwich city centre are close by. Gyms, restaurants, and cafes are available in the business park area. Norwich’s Riverside complex (a short drive away) offers cinemas, bowling, and more dining options. For young families, there are several primary and secondary schools nearby, including Thorpe St Andrew School, a well-regarded secondary school.