NHS 24 Call Handler and Operator Day

Spotlight on the unseen staff of the NHS – NHS 24 Call Handler and Operator Day 2023 

To highlight the hard work and dedication of Call Handlers and Operators, NHS 24 has held its third annual event to recognise the unique role our staff have in supporting patients seeking urgent care.

Call Handler and Operator Day was created by NHS 24 to recognise the role’s contribution to Scotland’s health care system. An essential part of the 111 service, NHS 24’s Call Handlers and Operators provide valuable information for those needing help when their GP or dental practice is closed. 

NHS 24 currently employs over 740 Call Handlers and Operators in contact centres all over Scotland, with more staff due to be recruited in the coming months. Staff are supported by a range of clinical colleagues who understand first-hand how crucial the job is in supporting those who need medical advice. 

Pauline Howie, Director for Service Delivery for NHS 24 said: “NHS 24’s Call Handlers and Operators are a highly trained and dedicated team that are the backbone of our organisation. I have a huge amount of respect and admiration for everyone who performs this specialised function. 

“The 111 service has been particularly busy over the last few months, but our colleagues have risen to this challenge and have worked extremely hard to meet the needs of our patients.” 

Almost 100,000 calls were made to NHS 24’s 111 service over the Christmas and New Year period. These are the highest figures in almost a decade.  

Health Secretary Humza Yousaf said: “Call Handlers play a vital role for many who seek help and advice about their health – helping to ensure people get the right care.

“They have worked through a sustained period which has been challenging and difficult at times. Their compassion, dedication and skills have helped many a person in their hour of need.” 

Michelle is a call handler based in NHS 24’s South Queensferry contact centre. She encourages anyone who is interested in the role to find out more: “I really like my job at NHS 24. I enjoy speaking to people, so working in the call centre environment suits me. The contact centre always has a good atmosphere and there’s lots of support from colleagues. 

“The best part about being is call handler is helping people and knowing you are making a difference. It’s great to feel that you’ve helped someone when you come off a call.”

• Call Handler and Operator Day takes place on Friday 27 January 2023.  
• NHS 24 has recently launched a recruitment microsite site which provides key information for all applicants hoping to join the organisation. Visit https://careers.nhs24.scot/ to find out more.