I contacted 111 after having an accident in the street - I injured my shoulder. When I got home the pain increased sharply which prompted my call to seek reassurance. I got through straight away, and the call handler was calming and confident in going through all the questions he needed to ask. I appreciated that he was always careful to explain what he was doing and let me know that if I got cut off they would call me back. He was apologetic when he had to speak to a clinician twice to clarify things. I felt I understood what was happening and I felt calmer afterwards. I needed this as I was a little scared with the really sharp pain. I needed to talk to a practice nurse, and that call took about half an hour to come through, longer than I had expected. However, I had been reassured that if anything changed or I was concerned I could always call back. The nurse was understanding that things had indeed changed and explained what options I had to take matters forward.