15 May 2023

First Minister thanks NHS 24 for improvements to the 111 service and recruitment success

Scotland’s First Minister, Humza Yousaf, visited NHS 24’s centre in Dundee to thank staff for significant improvements to the delivery of the 111 service and for beating aims set for a successful recruitment campaign.

Across Easter and the May bank holidays, more calls were answered, with a reduced wait time, which means patients were getting the care they need quickly and safely.

Over the Easter weekend over 31,000 calls were answered, the highest since before the COVID-19 pandemic. Patients were also getting the care they need much quicker - the average patient journey time across 4-day period was less than 30 minutes which is the shortest across any Easter period in NHS 24.

During his visit, the First Minister heard about the changes NHS 24 had made to meet the increasing level of demand for its 111 service, which expanded significantly to meet population needs during the pandemic, and praised staff for their innovation and determination to improve:

First Minister Humza Yousaf said:

“NHS 24 is an integral part of our healthcare system and the way that it has evolved and adapted over the last 21 years to ensure the best service for everyone shows just how valuable it is.

“The staff at NHS 24 have done a great job improving the 111 services, so that people across Scotland receive the excellent provision they expect and deserve - waiting less time for their call to be answered and getting the right care, in the right place, as quickly and safely as possible.

“NHS 24s aim to recruit an extra 200 frontline staff has already been exceeded, with an additional 251 people now employed by the service, bringing their headcount to the highest ever in the organisation’s 21-year history.”

NHS 24 continues to recruit staff to its frontline operations and has recently launched a new recruitment website to attract more candidates. The improved performance figures reflect the hard work of all its staff, working with partners across health and care to deliver a consistent, convenient, and clinically safe service.

Contact Information

Gillian Morrison
Communications Manager - External
NHS 24
gillian.morrison@nhs24.scot.nhs.uk

During office hours: NHS24.hqcommunications@nhs24.scot.nhs.uk (NHS 24 Communications Team)
Out of hours: 0330 123 3241 (duty press officer)

Notes to editors

Easter 2023

All internal performance measures were met across 4-day period, including 90th percentile time to answer (26 minutes), care delivered at first contact (94%) and patient journey time.

Bank Holiday Mondays

High volumes received across both Bank Holidays (8,900 and 9,300) – at this high volume of calls typically access to service has been challenging. However, on both days 90%+ calls were answered on each day; percentages at 90% plus has not been achieved at these volumes since December 2018.
Both bank holidays, over 8,350 calls were answered – highest number of calls answered on a May bank holiday since 2016 (again when service was operating on a callback model)
1^st May – all internal performance measures were met on this day, and it was one of the best performing days in 2023. Overall, 93.5% calls answered, the highest percentage achieved since December 2020.
8^th May, 8,360 calls answered overall and all internal performance measures were met on this day again. Only one day in 2023 where more calls have been answered (New Year Public Holiday)

About us

We are Scotland’s provider of digital and telephone-based health and care services. Our services include:

111 – providing urgent care triage for anyone who thinks they need A&E, but it is not life or limb threatening, support for those in mental health distress and advice when their GP, pharmacy or dental practice is closed.
NHSinform.scot - Scotland's online health information service that offers quality assured health and care information including - Symptom checker, Scotland’s Service Directory and Mental health advice and resources.
Breathing Space a free and confidential phone and web chat service for anyone in Scotland over the age of 16 experiencing low mood, depression, or anxiety.
Care Information Scotland (CIS) a phone, webchat and website service providing information about care services for people living in Scotland.
Quit Your Way Scotland an advice and support service for anyone trying to stop smoking in Scotland.
Living Life a phone service that offers support to people in Scotland who are experiencing low mood, mild to moderate depression or symptoms of anxiety through cognitive behavioural therapy (CBT).

NHS 24 Online app

Our app ‘NHS 24 Online’ provides people in Scotland an additional channel to find out more about their symptoms, how to safely self-manage illnesses and conditions, and when and where to see further medical advice if required. NHS 24 Online is free and can be downloaded on both iOS and Android devices.

Social media

For more details on our services, including current campaigns and recruitment, have a look at our social media: Facebook, X (Twitter), Instagram, YouTube, LinkedIn

Recruitment

For all applicants hoping to join the organisation, our careers section of our website provides key information including:

links to current vacancies
videos of staff discussing their roles
details of the recruitment process
benefits of working for NHS 24 and top tips for a successful application.

Accessibility

Work is continually ongoing to ensure our services are accessible.

You can access 111 in diverse ways:

Language Line - If English is not your first or preferred language, you can use the free interpretation service Language Line.
British Sign Language (BSL) - If you use BSL, you can use the free BSL interpreting video relay service Contact Scotland BSL.
Relay UK. - If you use a textphone you can contact NHS 24 on 18001 111. Or you can contact NHS 24 with the Relay UK app.

NHS inform provides health information online in 24 different languages, British Sign Language (BSL), Audio, Easy Read, and Large Print. For more information on this see: nhsinform.scot/translations/