WIREDGOV

An information campaign and increased recruitment of call handlers are among the initiatives NHS 24 has put in place to help protect vital front line health and care services over the festive period.

First Minister John Swinney visited the NHS 24 call centre in Dundee to observe preparations ahead of the Christmas and New Year period and to express his gratitude to staff.

NHS 24 has been working proactively to bolster resilience and alleviate pressure on both the 111 service and other primary care resources. Initiatives include:

• Launching a winter campaign focused on digital information and encouraging people to prepare ahead of service closures.
• Recruiting a record number of call handlers and additional clinical supervisors to strengthen capacity.
• Prioritising frontline services, including suspending non-essential activities within call centres and managing staff annual leave to maximize availability.

The First Minister said:

“The festive period is traditionally very challenging for the NHS. The resilience and determination shown by staff in the face of pressures; both at NHS 24 and across the wider health and care sector is truly inspiring.

“NHS 24 data shows that a quarter of calls to 111 can be resolved online, and the service is encouraging more people to take advantage of its digital self-help guides for faster, more convenient care.

“These online tools can help ensure our front line services can focus on those who need urgent care.”

NHS 24’s Medical Director, Dr Ron Cook, said:

“Our digital services use the same clinical advice people get if they call NHS 24 and offer a great first option when people are unwell and are not sure if they need to seek further help.

"We are advising patients to save time and look after symptoms safely and effectively at home by using NHS inform or the NHS 24 Online app’s symptom checkers which will give clinically assured health advice on a wide range of conditions including coughs, rashes, stomach bugs, or back pain.

"By checking symptoms online this will give advice on how best to manage your condition or what to do next if further help is required.”

The Right Care, Right Place campaign reminds the public to use healthcare services appropriately:

• For advice on minor illnesses and injuries, visit www.nhs24.scot.
• Call 111 for urgent but non-life-threatening health concerns.
• Always call 999 in an emergency.