Agree with changing the computerised triage system, and it would be helpful if the call-takers were allowed to exercise a bit of common sense rather than being bollocked for not sticking to protocol (just as I was recently, when I asked a patient with a bad cold if they'd been to see their GP at all in the week that they had been unwell.) Also, make the number for NHS Direct and other advisory/GP services free so that people don't call 999 simply because they want to save on phone credit.