NHS staff with concerns over the new 111 non-emergency line fear they cannot raise them because their union is not recognised by Yorkshire Ambulance Service.

That is the claim made by the Unite union, which represents more than 400 staff at YAS – an organisation that recently “de-recognised” Unite.

It followed a dispute over changes to the service that the union felt would impact patient safety. Industrial action took place last month and the dispute has yet to be resolved.

But since then another issue has appeared to concern members – the introduction of the 111 service, which is run locally by YAS. The aim of the non-emergency line is to prevent ambulances being sent out to non-essential matters. People ring it instead of 999, explain their condition and receive advice on what steps to take next, which could include visiting a GP or making their own way to an A&E department.

The other changes proposed by YAS were part of efforts to save £46 million over the next five years, and included introducing emergency care assistants to work along more trained paramedics.

This week an ambulance service worker, who wanted to remain anonymous, said there was confusion over what types of conditions needed ambulance transport, and many staff were “woefully underpaid and undertrained” for their responsibilities as care assistants.

He said there had been extra strain since the 111 service was introduced at the end of March, adding: “Some shifts we might have five out of six jobs that are 111 call-outs.

“This service was sold as cutting down on these unnecessary call-outs. I think a lot of staff are too scared to come out and say anything. No-one wants to stand up and challenge targets.

“I don’t think it is working, because some people who need help still aren’t calling. Some old people might be in agony for days, but they won’t call because they don’t want to bother anyone.”

Terry Cunliffe, regional officer of Unite, said: “The ambulance service faces a number of challenges, and the 111 service is an additional concern. Unfortunately the trust won’t meet us to discuss these concerns. Our members have to speak through the media to get their concerns heard.”

YAS said it had de-recognised Unite because the two parties didn’t have a “constructive relationship”.

“NHS 111 is a very new service and at this stage we are satisfied that it is performing well,” its spokesman said.

“There are many ways in which our staff can raise concerns. We hold regular meetings with our recognised union and we also have a Whistleblowing Policy in place.”