Talk 24 - Issue 5

The 30 millionth phone call to the NHS 24 111 service  

Our 111 service has marked a significant milestone by recently receiving the 30 millionth phone call. Answered by Call Handler Jessica Braimah the call was taken in our Aberdeen contact centre, coincidentally the same city where we received our first call 22 years ago! 

The first call made to NHS 24 was on 8th May 2002 at 10.19am and the service has been in constant operation since then. In the 8034 days since that very first call to the 30 millionth call, we have helped an average of 3734 patients per day. 

We asked Jessica what it meant to her being part of a significant moment in NHS 24’s history, 

“I have worked for NHS 24 as a Call Handler since February 2024, and I really enjoy being part of the NHS 24 team. It is a privilege to be able to support patients in need of help on every one of my shifts, but when I found out that it was I who received NHS 24’s 30 millionth call that felt extra special.” 

Massive thanks to all our colleagues past and present for delivering safe and effective care to over 30 million patients.  

• Find out more facts about NHS 24.  
• Learn more about NHS 24’s services.  

NHS 24 appoints new Executive Medical Director 

Following an extensive recruitment process, we have now received approval from the Cabinet Secretary to confirm Dr Ron Cook as NHS 24’s new Executive Medical Director. 

Dr Cook’s new role as the clinical leader of NHS 24 will include contributing to and participating in the organisation’s governance, strategic development, and corporate management of NHS 24. 

Having worked in both Scotland and Australia, Dr Cook has practiced emergency medicine on both sides of the globe. Since taking up the position of Associate Medical Director at NHS 24 in 2021, Dr Cook has provided clinical oversight for multiple projects including further development of urgent care pathways within the organisation and the launch of the NHS 24 Online app.  

Dr Cook said, 

"I'm delighted to have been appointed as NHS 24's new Executive Medical Director. I am very excited to continue the work we have progressed so far in the Service Transformation & Digital Transformation Programmes and to work with the Executive Management Team to help support NHS 24 to continue to provide outstanding care for our patients across Scotland." 

NHS 24 reaccredited with an Investors in Volunteers Award 

We’re proud to share that we have been accredited with an Investing in Volunteers award for the fourth time. 

The Investing in Volunteers scheme is delivered by Volunteer Scotland and aims to improve the quality of volunteering experience, and support organisations who want to acknowledge the contribution made by their volunteers. 

NHS 24 has two forums with a team of 45 dedicated and valued volunteers. Our Public Partnership Forum is made up of members of the public who give their time and share their ideas to help us shape and improve our services. Our Youth Forum gives similar opportunities to those aged between 16 to 26. 

Fatemah Ghanem is a member of NHS 24’s Youth Forum. She explains how being a volunteer helps to make her voice heard. 

“Volunteering with NHS 24 is truly rewarding. I volunteer because I understand the importance of the organisation’s work and want to ensure that the voices and needs of young people are heard and considered in any changes and improvements. I am also passionate to raise awareness about the services available for young people, especially in areas like mental health support. It’s an incredible opportunity to make a positive impact.” 

Carol Cowan is an Engagement Officer for NHS 24’s Engagement Team, she said: 

“We are delighted to have been accredited for the fourth time with the Investing in Volunteers award, as this highlights NHS 24’s efforts to providing a quality standard of volunteering opportunities within our organisation. 

“It is a pleasure to work directly with our team of fantastic volunteers at NHS 24. We really value every single person’s contribution and wish to take this opportunity to say thank you for your time and effort to help us build and improve our services for your community.” 

• Find out more about volunteering opportunities at NHS 24. 
• Read more about the Investing in Volunteers award. 

Unveiling our newest benches in our ‘Take some Breathing Space’ initiative 

It has a been a busy time for our Breathing Space Co-ordination Team. Working in partnership with local organisation and charities, they have recently unveiled not one, not two, but three Breathing Space benches in brand new locations! 

Designed to be visual reminders to help people to reflect and talk about mental health, the first bench was installed on Troon Esplanade in 2018. Since then, over 50 Breathing Space benches have popped up in locations such as parks, housing developments, and universities, with the newest benches being unveiled in busier urban areas like train stations. The latest benches are situated in Dalmuir train station in West Dunbartonshire, The Lighthouse community facility in Larkhall, and Dunbar train station in East Lothian. 

Breathing Space’s National Coordinator Tony McLaren said, 

“Our ‘Take some Breathing Space’ initiative is a fantastic way for us to collaborate and engage with local communities, organisations, and charities who have mental health at the top of their agenda. It is truly a pleasure to work alongside partners such as Scotland’s Railway and Samaritans to secure these calm spots within communities, and we are incredibly grateful for the support.  

“Mental health should be a priority for everyone, especially during life’s busy moments. Anyone feeling overwhelmed, alone, or in need of support, should remember there are free and confidential services out there, such as Breathing Space, to lend a compassionate ear and advice.” 

• Find out more about NHS 24’s Breathing Space service. 
• Watch the unveiling of the Dalmuir Train Station Breathing Space bench.  

NHS 24’s campaigns, publications, and updates 

NHS 24’s summer health campaign 

Our latest seasonal campaign promotes advice and preparedness tips to have a happy and healthy summer. Featuring topics such as sun safety, insect bites, and food safety advice when BBQing, NHS 24’s summer health campaign provides information on how to safely self-manage minor illness or mishaps at home, or when and where to access the right care in the right place.  

• Visit NHS inform to find out more. 
• Download the campaign toolkit and resources. 

Publications 

New leaflets promoting NHS 24’s services have been produced and are available to view and order at NHS24.scot. Published in a variety of languages and alternative formats such as Easy Read, click the links below to view more information: 

• Accessing the right mental health care from NHS 24. 
• Caring for someone. 
• Helping you find the right care. 

Update on the NHS inform review 

Many thanks to everyone who has engaged with us when we asked for your views on our health information digital service – NHS inform. We gained some great feedback through the workshops and online survey, and your comments will be used to form the next steps of the project. Watch this space for updates!