NRW Plan: Number 116 117 to better guide patients - North Rhine-Westphalia overhauls health hotline to speed up patient care

North Rhine-Westphalia has revealed plans to transform its 116 117 health hotline into a central platform for patient guidance. The reform aims to hasten triage and direct people to the right medical care more efficiently. However, no reliable data exists on how the hotline has been used in recent years, leaving gaps in understanding current demand.

Under the new system, primary care practices will take a leading role in coordinating patient treatment. They will assess needs, provide initial care, and refer individuals to specialists when necessary. The platform itself will judge how urgent a case is and suggest the most suitable practice for treatment.

The proposal also seeks to cut red tape for doctors. Fewer standardised forms, longer-lasting prescriptions, and expanded digital processes are part of the plan. Structural updates to practices are included too, with medical assistants taking on fresh responsibilities.

Around 40,000 outpatient practices operate in North Rhine-Westphalia today. Yet a third of doctors there are over 65 and approaching retirement, adding pressure to the system. Despite the changes, patients will still choose their own doctor freely.

Health Minister Karl-Josef Laumann called the initiative an 'important impetus' for wider national discussions on outpatient care reform. Implementing the scheme, however, would need federal legislation to move forward.

The expanded hotline could streamline how patients access care in North Rhine-Westphalia. With fewer administrative tasks and clearer referral paths, doctors may face less strain as demand grows. The success of the plan now depends on federal approval and how well it adapts to an ageing medical workforce.