Clinical advisors at NHS 111 improve accuracy for paediatric patients and their advice is more reliably followed: a retrospective observational cohort study

Paediatric patient journeys suggest triage by CHAs is less risk-averse and more accurate. Patients are more likely to avoid attending ED if advised to by a CHA. Callers who terminate a call early may typically represent the 'worried well'. CHAs may better identify these patients and discourage them from attending ED in prerecommendation conversation. This has implications for the cost-benefit balance of NHS 111 staffing.