Talk 24 – Issue 7

Enhancing health and care through digital innovation 

NHS 24 has joined forces with the University of Strathclyde by recently signing a new partnership agreement to enhance health and care services in Scotland through digital innovation. The three-year strategic partnership aims to improve health outcomes by developing more anticipatory and preventative models of care. Areas of join working include establishing data-driven health and care, optimisation of pathways, omni-channel approaches, remote patient monitoring, and 'hospital at home.' 

(NHS 24 Chief Executive Jim Miller pictured with Strathclyde’s Principal & Vice-Chancellor Professor Sir Jim McDonald)

At the event to sign the agreement Jim Miller, NHS 24 Chief Executive, and Professor Sir Jim McDonald Strathclyde’s Principal & Vice-Chancellor emphasised the transformative potential of combining expertise in education, research, and innovation to drive meaningful change in patient care and overall wellbeing.  

• Find out more details on the strategic partnership.  

Positive feedback on mental health resources on NHS inform 

In a recent survey, NHS inform's online mental health resources received overwhelmingly positive feedback from users seeking support for various mental health issues. The survey revealed that 85% of respondents found the guides helpful, highlighting their ability to reinforce understanding of mental health conditions, provide clear and concise information, and offer practical exercises that users can incorporate into their daily routines. The guides cover topics such as anxiety, depression, sleep problems, and bereavement, using cognitive behavioral techniques (CBT) and Trauma-Focused Cognitive Therapy (TF-CT) to address post-traumatic stress disorder. 

"The activities are something I'm going to try and implement in my routine. It was well worded and easy to read. It explained a lot of helpful things about anxiety. It was easy to access." - survey respondent.

95% of people surveyed also reported that the guides were easy to use, praising their straightforward layout, clear language, and simple navigation. The ability to quickly access information privately on their phones without exposing themselves in public was particularly appreciated. Users found the structure, headings, and step-by-step format helpful in understanding their symptoms and finding effective coping mechanisms. 

• Visit NHS inform to access the mental health self-help guides 

Celebrating Call Handler and Operator Day 

To mark the commitment and dedication of an often-unseen group of the NHS workforce, NHS 24 celebrated Call Handler and Operator Day on Friday 28th March 2025. Taking place annually, Call Handler and Operator Day showcases the work of this unique frontline team who provide 24/7 assistance to the people of Scotland. With over 900 NHS 24 Call Handlers and Operators working across Scotland, they make up more than 43.8% of our workforce. 

(Call Handler Francis Daboner and Caysie Coates were awarded 'Call Handler of the Year' in their regions)

Jo Edwards, NHS 24’s Director of Service Delivery, explains how this highly trained team are the backbone of the 111 service: 

"NHS 24’s Call Handlers and Operators play a crucial role in the health care system by ensuring that patients contacting the 111 are appropriately guided to receiving the right care in the right place. Call Handler and Operator Day is our way of acknowledging the expertise and dedication this group brings not only to NHS 24 but to NHS Scotland.” 

• View our videos for more information about the types of frontline jobs available at NHS 24.  

Working in partnership to produce new content on NHS inform 

Eating disorders 

Working in partnership with the Scottish Government and Beat, a leading charity in the field of eating disorders, NHS 24 has updated its resources providing refreshed and entirely new information and support on conditions like anorexia nervosa, binge eating disorder (BED), bulimia nervosa, and avoidant restrictive food intake disorder (ARFID). Plans are also underway to create video content to further support these pages. 

• View the new eating disorder pages 

Aplastic anaemia 

NHS 24, in collaboration with The Aplastic Anaemia Trust (The AAT), now offers accurate advice on aplastic anaemia on NHS inform. This rare and life-threatening blood disorder, often confused with iron deficiency anaemia, now has dedicated pages on our website. This partnership ensures reliable information for patients and families, improving awareness and patient outcomes. 

• Read more on the AAT's campaign to add aplastic anaemia to NHS inform.  

• Learn about aplastic anaemia. 

Great results in recent recruitment drive 

Our Talent Acquisition Team is excited to share the recent progress in recruiting new clinicians into our service. Over the past year, they have hosted both in-person and virtual open events to enhance the quality of applications and foster greater engagement from candidates. These efforts have resulted in a 70% increase in applications for the Clinical Supervisor role, and we have welcomed 72 new nurses since November 2024, reaching our highest ever total of clinicians. 

While recruitment has been a priority, we also have a dedicated Attrition Group that continuously reviews feedback from various sources, including Exit Interviews and three, six, nine-month check-in questionnaires. This allows us to implement changes and make improvements within our workforce based on the feedback received. 

• Check out NHS 24’s careers page for more information on the benefits of working for us.  

NHS 24 nurse's quick response saves colleague's life 

Quick thinking and immediate action by our senior charge nurse, David, saved his colleague Tracy's life during a sudden medical emergency when she experienced a life-threatening subarachnoid haemorrhage. 

(Tracy and David pictured together)

• Read more about Tracy's incredible story and the importance of swift responses in medical emergencies.

When to call 111 

We have a new video featuring our Medical Director Dr Ron Cook, where he explains everything you need to know about calling 111 in Scotland. Learn more about when it’s appropriate to contact 111 for urgent care, or how you can save time by using other health and care services appropriately.  

Find out more about NHS 24:    

Visit: nhs24.scot for news, events and service updates.   

Follow: us on social media for regular updates Facebook, X (Twitter), LinkedIn, Instagram, YouTube or Bluesky 

Connect: with the Talk 24 editorial team to submit your questions and give us your views and feedback.