After helping three quarters of a million Scots during the pandemic the COVID special helpline service will formally close at 4pm on Thursday 30th June 2022.
This reflects changes in national guidance on testing and isolation advice. All information will continue to be available at www.nhsinform.scot/coronavirus.
NHS 24 Medical Director, Dr Laura Ryan said: “The formal closure of the non-clinical Covid 19 special helpline reflects how life is returning to a more normal or familiar pattern.
“Covid-19 has not gone away. We still need continue to follow the current guidelines and advice to keep everyone safe. This includes getting your vaccines, staying at home if unwell with Covid -19 symptoms, and simple but effective measures such as washing hands frequently.
“There is an extensive range of information on NHS Inform including symptom checkers for Coronavirus which provide advice and suggest what to do if your condition worsens.
“Remember, if you are unwell or concerned about your symptoms, please continue to access care as normal.”
“‘I’m struggling’. Those two words were all it took.“
NHS 24 and the National Suicide Prevention Leadership Group (NSPLG) are offering new support to people living with thoughts of suicide or plans to end their own life.
Short video clips are hosted on NHS inform, where people from across Scotland tell their individual stories. The people featured generously share the ways they have found to live past their suicidal thoughts or intentions. The aim is to offer people in this situation support to better manage these thoughts and to find hope..
The videos are presented alongside information on how to listen and talk about suicidal feelings. There is advice on ways to cope when it feels as though you can’t, and what warning signs to look for as well as how to reach urgent help via 999, the Samaritans or 111.
NHS 24 Director of Service Delivery, Janice Houstonsaid: “Our first priority is offering a compassionate service to everyone that contacts us about their mental health, and we know that some people would prefer to listen than to talk – at least at first.
“We are very pleased to be able to offer this option to people experiencing thoughts of suicide and our thanks go to those who have shared their journeys so generously.
“For anyone who is concerned for themselves or anyone else, we encourage you to listen to these stories and to find someone who can listen to you – whether that is a friend, colleague or family member, or one of the specialist helplines available 24/7.”
NSPLG chair Rose Fitzpatrick CBE QPMsaid: “We are committed to exploring innovations in digital technology to help save lives from the tragedy of suicide. The creation of the new Surviving Suicidal Thoughts resource on the NHS Inform website represents a significant step towards better supporting those who are having suicidal thoughts and their loved ones.
“This new resource, developed with our partners at NHS 24, is intended to help those thinking about suicide and those who are supporting someone who may be suicidal. It features people who have themselves known these tough times describing what they experienced and what has helped each of them get through.
“We hope these compelling personal stories will encourage people experiencing suicidal thoughts to know that they can get through such dark moments and will also provide information for others on how to support someone who may be suicidal. We believe that suicide prevention can be everyone’s business.”
NSPLG Lived Experience Panel member Neil Renton features in one of the videos and is urging people to seek help by talking about their mental health.
Recalling his own story, he said: “Currently I feel really good mentally, but it’s not always been like that.
“I think the thing that caught me out was I wasn’t expecting to feel as bad as I did. It was hard to pinpoint exactly what made me feel depressed and low and took me to feel suicidal.
He added: “I think I was in denial because there wasn’t anything that set it off or triggered it, I came from a loving family, I’m well-supported, life and soul of the party. I felt I didn’t have an excuse so I found it really difficult to appreciate that I could have been suffering mentally.
“It was a struggle to be open and honest with others, be it my wife, family, medical people, friends and colleagues as well. You were always worried you were going to be judged, people would look at you differently.
“I remember what it was like when I was suicidal and just felt like there was nothing else I could do.
“I’d hate for anybody to be in the position I was in. I could see it like an edge I was running towards and no obstacle could stop me.
“My family would be like a wall I would smash through, my friends barbed wire I could jump over and there was nothing stopping me getting to that edge.
“And I just remember thinking: ‘I really need to say something at this point or that’s me gone’.
“I was dreaming up this big speech to my wife that I wanted to be poignant and memorable, but I simply said: ‘I’m struggling’. Those two words were all it took.
“We talked for hours, I gained confidence, felt supported and from there I got the help I needed and continue to work on my mental health to this day.
“Please talk about it.”
The content is for anyone experiencing thoughts of suicide. It is for those around them, family, friends, work mates and others too. The full stories are also on the NHS 24 YouTube channel.
NHS Lothian has backed a new campaign designed to help people in the area look after their mental wellbeing.
The Mind to Mind, campaign features over 30 online videos of people talking about their own mental wellbeing challenges in a bid to help others who may be going through the same.
Covering topics including dealing with anxiety and panic, handling stress, improving sleep, lifting mood and moving through grief, each contributor shares practical advice on what has worked for them.
It also features commentary from a range of professionals and signposts where people can access further help and support.
The campaign also features a new advert across digital and radio to promote the help available.
Dr Belinda Hacking, Director of Psychology NHS Lothian and Consultant Clinical Psychologist said: “This new resource is a valuable addition to the wide range of mental health and wellbeing resources publicly available.
“Alongside our own Wellbeing Lothian website, we hope it goes a long way in helping people know they are not alone and know who to turn to for guidance and advice.
“Hearing about the experiences of others who have dealt with their own wellbeing challenges can really help, as can talking to others about how you’re feeling. Support is available to help you deal with life’s challenges.”
Minister for Mental Wellbeing and Social Care Kevin Stewart, said: “Mind to Mind has been created by people who have experienced mental wellbeing challenges for people who may be going through the same thing.
“If you’re finding things difficult, it’s important to remember support is available. Hearing about the experiences of others can help to navigate life’s daily stresses, and alongside practical advice, the website signposts where people can access further help.
“We’re hugely grateful to everyone who has contributed their advice on what has worked for them. Being so open about the challenges they’ve faced will hopefully help many others look after and improve their own mental wellbeing.”
Stephanie Phillips, Director of Service Delivery at NHS 24, said: “Mind to Mind and the video stories that have been so generously shared with us are a valuable addition to our online mental health resources at NHS Inform.
“If you’re feeling anxious, stressed, or low, or having problems sleeping or dealing with grief this site can help you by hearing from others. You can also explore a range of guides, podcasts and organisations that can help.
“We are committed to offering a range of services to support people in the ways they find best for them when mental wellbeing challenges come along, as they do for everyone. Your GP, our phone lines and the emergency services are available for anyone that needs urgent help.”
Bob, a 68-year-old from Edinburgh has shared the mental health challenges he’s experienced on the Mind to Mind platform, and what he has found helpful, following a diagnosis of PTSD.
Encouraging people to reach out and speak to someone if they need help, Bob said: “To be honest, support group therapy was probably one of the best and most positive experiences for me.
“I found it tremendously helpful, to be able to talk to people who shared the same sort of experiences. It makes you listen and makes it easier for you to relate to things that you think only you go through.
“I would urge anyone if they can find someone or a group of people, they can trust to speak to them. I learned that most people have at some stage gone through some sort of mental health issue, whether that be to a greater or lesser degree.
“This is why I emphasise the idea of trying to speak to someone because you just don’t know. Hearing from other people is what can help you, essentially. It’s what helped help me.’’
To access help and advice on looking after your mental wellbeing visit:
As bunting goes out in towns and villages across Scotland to celebrate the holidays and Jubilee weekend, NHS 24 is reminding people of the health advice and information that’s available via NHS inform.
The national health information service has advice on everything from hay fever to heartburn, safety in the sun to how to deal with insect bites.
Maria Docherty, NHS 24’s Director of Nursing and Care explained: “Many people will be planning trips away, or days out and celebrations over the May holiday and Jubilee Holiday weekends.
“These holidays may impact on local GP and pharmacy opening times. If people take regular medication, they should ensure they have enough to see them through, or order what they need and in plenty of time.”
Scotland’s Service Directory is also kept up to date with information on services available across the country and is accessed through www.nhsinform.scot
Maria added: ‘We’re hoping for sunny weather for the celebrations ahead but if you do need support for seasonal illness, or advice of how to stay safe in the sun, NHS inform and community pharmacies can help.
“NHS 24 staff will also be working to support the public over the coming weeks’.
General advice and information on how to stay healthy this summer can be found at www.nhsinform.scot/spring
NHS 24 is marking its 20th Anniversary this May with the opening of a new centre in Hillington, Glasgow for more staff to meet the needs of people across Scotland.
Opening the new contact centre on behalf of NHS 24, First Minister Nicola Sturgeon said: “NHS 24 has been a critical part of our NHS in Scotland for many years and it is fantastic to see the way the service continues to develop and adapt to the changing needs of the population.
“From the expanded 111 service available 24 hours a day seven days a week, to a key role in responding to the outbreak of COVID-19 and now dedicated mental health support through the NHS 24 Mental Health Hub and Breathing Space, it has become an indispensable part of our health service.
“The committed and professional staff providing these services work tirelessly day in and day out to make sure that the public always have access to the right information and support as quickly and as easily as possible. It is a pleasure to open the new Hillington centre and to be given the opportunity to put on record my thanks to everyone who has played a part in NHS 24’s journey over the past 20 years.”
NHS 24 took its first call at 14.10 in the afternoon of the 8th May 2002 at its Riverside Contact Centre in Aberdeen. The 27 millionth call to the service was made at 06.51 on Saturday 26th March 2022, also to the North contact centre.
Originally set up as a pilot project to support patients in Grampian, the telephone service quickly expanded and by 2004 was serving the whole of Scotland. NHS 24 now provides a range of services in addition to the core telephone triage which was changed to 111 in 2014.
NHS 24’s Chief Executive, Jim Miller, says the 20th Anniversary marks a significant moment in the organisations history: “As we slowly emerge from the COVID-19 pandemic, NHS 24 is taking the opportunity to look at its services, technology and workforce to ensure we continue to meet the needs of people across Scotland.
“The progress we have made in the past two decades is really impressive and we are determined to continue to work collaboratively with colleagues from NHS Lothian and across the health and social care system to make sure people get the right care in the right place.”
People across Scotland are being encouraged to put a spring in their step this Easter with a few simple steps from NHS 24 to manage their health safely at home.
NHS 24’s Spring Campaign features lots of simple tips and advice on how to keep you and your family well by preparing for minor illness or bumps and scrapes.
NHS 24’s Medical Director, Dr Laura Ryan says: “Easter is one of the busiest times of year for Scotland’s health services. Lots of people tackle gardening or DIY over the break, so it’s a really good idea to think about what you might need at home to stay safe.
‘Treatments for minor injuries, such as plasters and antiseptic, are always useful to have at home, and your local pharmacy can help with advice about how to treat any minor cuts, bumps, bruises and scrapes.
‘If you have kids at home, some simple medicines such as ibuprofen, paracetamol, cold and hayfever remedies are great to keep in the cupboard to make sure that any sniffles or sore heads don’t get in the way of enjoying the break.
‘This year many GP practices and community pharmacies across Scotland may have different opening hours over Easter so it’s useful to know where to go if you do require medical advice or you have run out of medicines. NHS Inform has lots of symptom checkers on common illnesses so you can get fast, clinically assured advice that can help you decide what to do next. Managing minor ailments at home means we can enjoy Easter and make the most of the holidays.”
General advice and information on how to stay healthy this Easter canbe found at www.nhsinform.scot/spring.
Easter is always a busy time, and with the holidays already underway, NHS 24 is reminding people who take regular medication to check on their repeat prescriptions.
The Easter Weekend impacts on many local GP and pharmacy opening times, so it’s important that people check their prescription, order only what they need and in plenty of time.
Dr Laura Ryan, medical director at NHS 24, says: “Each Easter we receive thousands of calls from people who urgently require medication that they have run out of. It’s a good idea to make yourself aware of your pharmacy and GP opening hours.
“Visit www.nhsinform.scot and search for Scotland’s Service Directory to learn more about service availability in your local area.
“You should also take a look at your list of prescriptions to see which ones you might need to top up on, and make sure you order in plenty time to make sure you have them for the Easter weekend. 111 are always happy to help if you run out of medicine, but Easter is always one of our busiest periods, so a little forward planning can save on time and stress.
‘We’re all crossing our fingers for a sunny Easter, and some simple steps mean you can relax and enjoy the holiday.”
General advice and information on how to stay healthy this Easter can be found at www.nhsinform.scot/spring.
New call centre to support non-emergency healthcare needs
A new NHS 24 call centre has opened in Dundee – allowing the service to help more people and further alleviate pressures on the rest of NHS and social care.
Funded by the Scottish Government, the new Dundee premises will help facilitate the increase in demand for the NHS 24 service which has been generated by the redesign of urgent care. This means that in non-life threatening situations, people should contact NHS 24 before attending Accident and Emergency or a Minor Injuries Unit.
With the demand from those becoming unwell with COVID-19, this has seen the 111 number move from an out-of-hours number to a round-the-clock service.
Around 140 staff will be in post in Dundee by the end of March, including call handlers, nurses, psychological mental health practitioners and mental health nurses.
Visiting the new centre, Mr Yousaf said: “We are experiencing the toughest winter our health and social care system has ever faced. With the current system pressures, and the ongoing impact of the pandemic, the role of NHS24 in giving support and advice to people who need it has never been more vital.
“I am extremely grateful for the contribution that NHS 24 staff have made during the pandemic, and particularly during these difficult winter months. I would urge everyone to make use of these services, by calling 111 or visiting NHS Inform when needed. Highly trained staff will be happy to give advice and direct you to the best place if you need treatment.
“This new call centre facility in Dundee will allow NHS 24 to further expand their capacity – helping more people and better managing capacity throughout the rest of the healthcare system.
“To help make this possible the Scottish Government has invested more than £20 million additional funding for NHS 24 this year for extra recruitment, and this new facility. All of this builds on the work undertaken as part of our £300 million investment in health and care services as part of our winter preparations.”
NHS 24 Chief Executive Jim Miller said: “NHS 24 has played a crucial role in Scotland’s response to the pandemic and our expansion in Dundee will ensure we are enable to continue to provide high quality, safe and effective care to public in the months and years ahead.
“Call handlers, nurses, psychological mental health practitioners and mental health nurses are already working in this key contact centre delivering care. I expect it to be at full capacity by the end of March.”
With GP practices closed on Monday 3rd and Tuesday 4th, public are urged to be prepared for the long Hogmanay weekend
NHS 24 staff have been praised for their hard-work and dedication after the national service saw exceptional numbers of people using both its telephone and digital services over the Christmas period.
Like all other parts of the health and care service NHS 24 staff are affected by the impact of COVID-19 infection.
Over the four day festive weekend, 44 000 calls were made to the 111 service with 25% of all calls related to COVID.
NHS 24’s online information service, NHS inform, was also busy with 2 million page views across the four days. COVID content accounted for 1.2 million of those views and around 45,000 people completed the COVID self-help guide.
The COVID information-only helpline also saw heavy demand with over 3,000 calls on Monday and Tuesday – up 60% on last year.
Commenting on the efforts of NHS 24 staff working across Scotland, Medical Director Dr Laura Ryan said the weekend was challenging and that COVID related staff absences had inevitably affected the time it took for calls to be answered:
“We knew our 111 service was going to be busy, even before the Omicron variant, but now we have the added challenge of staff affected by COVID, which means we’ve had less available people to answer calls.
“Higher demand for the service, with fewer staff, meant some people had to wait longer than we would have liked for us to answer their call.
“It also meant those who could work, had to work even harder to help as many people as possible, as quickly as possible. I’m exceptionally proud of everyone for their efforts over the Festive weekend.
“We’re now planning for the Hogmanay weekend, which we know will also be busy, so we are urging people to be prepared. GP practices are not open until Wednesday 5th January so people should pick up any regular medications they rely on.
“Home remedies such as simple pain relief, antihistamines or rehydration salts are a good idea and if you think you might need help or advice for simple health matters, please use NHS inform as your first port of call, including all matters related to COVID-19.
“You may get the answer you need there without having to wait in a queue. It’s also important for people to remember that their local pharmacy is a great source of help for a wide range of conditions and many community pharmacies are open over the weekend. They can also help if you run out of your usual medicines
“If you do need to call us please do be patient – our staff are working as hard as they can and they need your continued support to deliver the best service they can every time, all the time.”
