Italian
VENICE. The European Single Number 116117, dedicated to managing non-urgent health requests, confirms itself as a fundamental pillar for the citizens of Veneto. In just one month, from July 8 to August 4, 2026, the service recorded an impressive volume of 55,691 calls, highlighting its growing importance and effectiveness in responding to the needs of the population.
In light of this success and the high volume of contacts, the Veneto Region has announced a significant enhancement of the service, with the addition of 18 more operators. Eight of these new resources have been operational since August 1st, while the remaining ten will start working from September 1st, bringing the total number of staff to 132, including 9 doctors.
The detailed overview of the 116117 operations was presented today, August 10, 2026, during a press conference by the Regional Health Councillor, Gino Gerosa. Alongside him, the Regional General Director of Health and Social Services, Giancarlo Ruscitti, and the Director of Health Planning, Romina Cazzaro, emphasized the Region’s commitment to ensuring an efficient and accessible service.
“The new service,” said Councillor Gerosa, “is active 24 hours a day, 7 days a week. To make it fully operational, an intense yet swift effort was made, which has garnered great interest from the population, so much so that from July 8 to August 4, 55,691 calls were received, with an average handling time of 4 minutes and 49 seconds.” The Councillor then added: “The volume of contacts was such that we decided on another 18 hires of operators, and more can be made if necessary.”
The 116117 service was designed to provide a quick and timely response to non-urgent health needs, directing citizens to the most suitable facility for the issue presented. This service proves particularly valuable during the summer months, when many residents and tourists find themselves in vacation spots, far from their general practitioners. “The service,” explained Gerosa, “was created to address non-urgent health needs with a fast response and precise indication of the type of facility suitable for the issue presented. It is particularly important all year round, but even more so during the summer period we are currently in, when many citizens are in vacation locations away from home.”
The call management process is standardized and efficient: after an initial assessment of the need (health, social health, or informational) by the operator, a personal file is opened, the most appropriate referral is made, and the case is taken on, with the file sent to the relevant local service. “In practice, the person makes their request and then the system manages everything automatically until the case is taken on. Efficient seems to be the most suitable adjective,” concluded Gerosa.
It is essential, however, that users clearly distinguish the function of 116117 from that of 118. The latter should be contacted only in the presence of serious emergencies, accidents, or conditions that pose a danger to patients. The 116117, on the other hand, is dedicated to situations that require assistance but do not have the character of immediate urgency.
The staff employed in the call centers is highly trained and certified, supported by cutting-edge technological tools that ensure a standardized, timely, and secure process. Depending on the characteristics of the case, operators can direct users to various options, including local services, Community Houses, the Tourist Medical Guard, the Continuity of Care Service, or, in case of unexpected severity, to the SUEM 118.
The service is managed by two main Operations Centers: one located at the Ulss 3 Serenissima in Venice (Mestre) and the other at the Ulss 8 Berica in Vicenza. The Mestre center, with 67 operators, covers a vast territory that includes ULSS 1 Dolomiti, 2 Marca Trevigiana, 3 Serenissima, 4 Veneto Orientale, 5 Polesana, and 7 Pedemontana, serving a total of about 2.5 million people. The Vicenza center, with 47 operators, assists the territories of ULSS 6 Euganea, 8 Berica, and 9 Scaligera, reaching approximately 2.4 million people. This extensive organization ensures complete coverage and constant support to nearly five million Veneto citizens.
The success of the Unique Number 116117 in Veneto demonstrates the importance of investing in accessible and well-organized healthcare services, capable of alleviating the burden on emergency rooms and providing appropriate responses to the non-urgent needs of the population. With the further strengthening of personnel, the Region is committed to further improving the quality and timeliness of this valuable healthcare assistance tool.
