Self-help guides: NHS Inform
Advice about minor illnesses, treatments and medication: Pharmacy
Non-urgent treatment: GP
Urgent, but not life-threatening, help: NHS24 at 111
In a life-threatening emergency, always call 999.
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.”
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.”
The 111 service provides urgent care and advice when your GP, pharmacy or dental practice is closed.
Coronavirus
If you need advice about coronavirus, you can find more information on NHS inform or use our online symptom checker for the quickest way to check your symptoms and next steps. This may save you time and help you to decide if you need to phone.
If you or your friends and family would prefer to use an automated phone checker phone 0800 22 44 88.
If you have a health concern, or you are struggling with your mental wellbeing, you can find information on what to do next via our symptom checkers. These interactive guides will tell you who to contact and provide you with the advice and guidance you need.
Your community pharmacy is also available and can provide advice and treatment for a wide range of conditions including indigestion, diarrhoea or constipation, aches and pains, emergency medication and the morning after pill.
During normal working hours always contact your own GP for urgent advice and treatment. The 111 service cannot arrange appointments at your GP.
When your GP is closed and you cannot wait until they are open, you should phone 111 for out-of-hours advice.
If you think you need A&E, but it’s not a critical emergency.
Phone 111 before you attend A&E. This service is available 24 hours a day, 7 days a week.
This service will provide you with urgent care you’ll be assessed for a range of concerns including cuts, burns, suspected broken bones, sprains and other injuries or illnesses.
This may involve a telephone or video consultation with a clinician from your local health board or an appointment to attend A&E or Minor Injuries unit, avoiding a long wait in a hospital waiting room.
For life or limb-threatening emergencies.
This might include a suspected heart attack or stroke, severe breathing difficulties, severe bleeding or severe injury.
During our busy times, when there’s lots of people calling us, it might take a little longer for us to answer your call.
Our busiest times are:
If your call is urgent, please hold on because we will answer.
If you think you need to visit A&E but it isn’t a critical emergency please call 111 for expert help to get you to the right place for treatment.
111 can make appointments at our services, reducing the time you spend in busy hospital waiting rooms.
Visit: http://ow.ly/umzp50Hi2rR
As we look ahead to another festive season impacted by the COVID19 pandemic, NHS 24 are encouraging people to put mental health first.
Lots of people are feeling anxious and unsure of where to turn for a bit of support so here is advice from the team behind NHS inform and the 111 service:
Clear Your Head web site
It’s natural to not feel yourself at times, and for anyone feeling that way, the Clear Your Head web site has simple tips for anyone feeling down, as well as guides on what to do to support others. clearyourhead.scot
NHSinform.scot
Anyone in Scotland with a digital device and having problems with anger or stress, having trouble sleeping, or struggling to cope with challenging situations, can find support by answering a few simple questions through this guide, nhsinform.scot/get-help-with-your-mental-wellbeing
During the summer of 2021 hundreds of visitors to NHSinform were directed to seek immediate telephone help while thousands more went on to self-directed care online using SilverCloud, a website with courses to improve mental wellbeing based on cognitive behavioural therapy.
An extensive range of mental wellbeing resources is available at
www.nhsinform.scot/mental-wellbeing
NHSinform also has a number of resources for users of British Sign Language that cover mental health issues at www.nhsinform.scot/BSL
editorial@ardrossanherald.co.uk
Breathing Space on 0800 83 85 87
Answering almost 9,000 calls a month, the Breathing Space service continues to grow and evolve with the web chat service now offering online support.
Callers contact Breathing Space for a wide range of reasons, including relationship issues, stress, anxiety and suicidal thoughts. However, over the last year the service has seen an increase in issues such as bereavement, work and money worries, and loneliness.
Breathing Space’s trained advisors ensure that each call is treated with patience and respect, knowing that it can often be the first time that a caller has contacted the service or talked about a problem.
111
For those experiencing mental distress the 111 Mental Health Hub is available 24 hours a day, 7 days of the week by calling 111 and following the telephone prompts. Anyone may call. There is no upper or lower age limit.
The most common reasons for calling include thinking about suicide, anxieties, low mood, psychosis, and self-harm. Where necessary, clinical support is offered and callers may be referred to local support services, community mental health teams, or exceptionally, emergency services. This team can also help with medication issues.
Protect yourself and prevent catching the flu this year by:
getting the flu vaccine
practicing good hygiene
taking antiviral medication if you meet the criteria
For more on flu, including detailed info on antiviral medication at #NHSinform
People in Scotland suffering from ongoing COVID symptoms can find useful information and guidance from NHS 24 at www.nhsinform.scot/longer-term-effects-of-covid-19-long-covid
Most people recover from coronavirus within 4 weeks, but for some people symptoms can last longer, or new ones can develop. Symptoms can also change over time and can affect anywhere in the body. This is often referred to as long COVID and can include breathlessness, a cough, aches and pains, insomnia and low mood or anxiety.
The information on NHSinform.scot includes the most common symptoms, how a patient is assessed and how to manage ongoing symptoms.
NHS 24’s Medical Director, Dr Laura Ryan, says: “Coronavirus can vary from person to person, and sometimes recovery can take longer than we would like. The important thing is not to compare with others and to take the time to look after ourselves.
“The information on NHS inform can really help with managing ongoing symptoms until they do naturally fade away. Of course, you should contact your GP practice if you’re worried about the severity or persistence of your symptoms or they’re getting worse.”
Health Secretary Humza Yousaf said: “It is important that people with long COVID symptoms get the right advice and having all the information in one place will hopefully make it easier for them. The information and support available at NHS inform has been designed to help people with their recovery.
“The Long COVID Support Fund was established with £10m last month and was designed to maximise and improve the co-ordination of a broad range of existing services across the health and social care system and Third Sector in response to the condition.”
To mark World Menopause Day tomorrow (18th October), NHS 24 has launched new resources on the menopause on NHS Inform, Scotland’s trusted health information site.
Working in partnership with Scottish Government, the resources support the ambitions laid out in the Women’s Health Plan and include information about what to expect whether you’re going through the menopause or want to support someone with symptoms.
Women’s Health Minister Maree Todd said: “Women have told us, and evidence shows, that when they are well informed about the menopause, and know what to expect, their experience can be more positive. Knowledge, information and myth busting is powerful.
“I am pleased to see this comprehensive menopause platform on NHS Inform, a key deliverable from our recently published Women’s Health Plan.
“We want to ensure that anyone experiencing menopause has the care and support that they need, and this platform is an important step in achieving that aim.”
Dr Laura Ryan, Medical Director at NHS 24, said: “Menopause can affect everyone differently, and many of us are still unfamiliar with the common symptoms, how these might present, and what to expect if you or someone you know is going through ‘the change’.
“World Menopause Day aims to raise awareness of these and the support options available for improving health and wellbeing. Our new resources on NHS Inform are clinically assured and contain lots of information on signs of menopause, potential treatments, managing your wellbeing, and supporting others through their own symptoms.
“The resources also include ways to manage symptoms with some self-care, and what to do if you feel concerned that your experiences are unusual.
“Sometimes the menopause can have impacts on lots of aspects of life including self-esteem and mental health. These resources are a great way to feel knowledgeable about the experience and empowered in taking any next steps.”
Visit NHSinform.scot for updated information, including a range of videos aimed at dispelling common myths about the menopause.
Respiratory syncytial virus (RSV) is a common virus that causes cold and flu symptoms in babies and children – and moderate levels have been detected in Scotland.
Most children will make a full recovery in 2 – 3 weeks if infected.
Visit NHS Inform for more: https://bit.ly/3BIP6Ft
The Scottish Government is asking what types of wellbeing support health and social care staff need the most from the recent £300 million announcement of a Winter Support Package.
Following the announcement of a further £4 million for workforce wellbeing, health boards and Health and Social Care Partnerships are being invited to identify the services which would most assist their staff.
The £4 million comes on top of £8 million already provided through the NHS Recovery Plan, which will support the ongoing development of a National Wellbeing Programme – including a dedicated hub and helpline, confidential mental health treatment through the Workforce Specialist Service along with time and training for staff to support each other.
Health Secretary Humza Yousaf said: “As part of the £300 million package of support for health and social care this winter, we’re bolstering staff wellbeing with an extra £4 million to look after our most valuable asset – the people who provide the care we need through this pandemic.
“We have engaged with health and social care staff around the country, to find out what they need most and how we can help them to get through the toughest winter they’ve ever faced.
“Funding will be immediately available for hot drinks, food and other measures to aid rest and recuperation based on what staff told us they needed. We are also continuing to engage with the workforce to understand what else would help them, with the possibility of developing more psychological support measures.”
Acting Director of Development and Innovation, Scottish Social Services Council (SSSC) Laura Lamb said: “The SSSC welcomes the announcement of additional funding to support the wellbeing of frontline workers across social care, social work and health care.
“The workforce continues to deliver high quality person-centred care despite facing significant challenges. They have worked tirelessly throughout the pandemic. It is vital the workforce feel valued, cared for and are recognised for the life changing work they do.
“Never before has support for the workforce been so important. Ongoing wellbeing support is essential if we are to have sustainable workforce for the future.”
Director of Workforce at NHS 24 Jacqui Hepburn said: “Over the last 18 months in particular, staff have faced unprecedented challenges and pressures, both professionally and personally, but have continued to rise to these challenges every day, while delivering vital and safe patient-centred care.
“Supporting the mental wellbeing of our workforce, as well as the physical, has always been a priority for NHS 24. To reflect the additional pressures during the pandemic, we established a dedicated online wellbeing zone which provides information, support and tips including financial advice, bereavement support, coping and self-care advice as well as a mindfulness section with access to Spotify playlists, podcasts and access to free apps.
“Bespoke wellbeing areas were also introduced in centres giving staff access to a quiet and safe space to pause and reflect. Hot drinks vending machines were changed to ‘free’ and we provided food and snacks and Wellbeing Box so to support the health of staff over winter.
“We continuously strive for new ways of supporting our amazing and hardworking team at NHS 24 and welcome this additional funding.”
The Wellbeing Hub has been used over 125,000 times since its launch in May 2020.
