Tag: NHS 24

Waiting times: what’s happening?

During the pandemic, patients have been seen and treated based on their clinical urgency and we will continue to do so whilst we remobilise our NHS.

Patients are being classified in the following groups:

  • Priority Level 1a Emergency – operation needed within 24 hours
  • Priority Level 1b Urgent – operation needed within 72 hours
  • Priority Level 2 Surgery – scheduled within 4 weeks
  • Priority Level 3 Surgery – scheduled within 12 weeks
  • Priority Level 4 Surgery – may be safely scheduled after 12 weeks

NHS Scotland is working hard to increase the services available as safely and as quickly as possible. Clinicians and Clinical Experts are continuously reviewing how they deliver services to provide additional appointments to support your care.

About your appointment

It is important to attend your appointment or to let us know if you no longer need to attend.

Make sure you read any information provided in advance of your appointment so you know what to expect and can make the relevant preparations.

Keeping an eye on your condition

It is important to attend your appointment or to let us know if you no longer need to attend.

Make sure you read any information provided in advance of your appointment so you know what to expect and can make the relevant preparations.

Self Help

If you require further advice on your condition, please contact the hospital team you are awaiting an appointment with.

If your condition or symptoms worsen while waiting, you should contact your GP Practice.

Your local pharmacist or a trained member of the pharmacy team can give you advice and provide over-the-counter medicine if needed.

Call NHS 24 on 111 for further advice on managing symptoms.

If you consider your condition or symptoms to be life-threatening, then you should call 999 immediately.

Other Support

If you’re feeling overwhelmed, or that your mental health and well-being has been affected by the delay in your treatment, you can call:

  • NHS 24 on 111, 24 hours a day, and select the Mental Health option from the telephone prompts
  • Breathing space on 0800 83 85 87 is open weekdays Monday-Thursday, 6am to 2am, and weekends Friday 6pm to Monday 6am
  • Living Life on 0800 328 9655 is open Monday-Friday 1pm to 9pm

Your rights and responsibilities

Under the Charter of Patients Rights and Responsibilities, you have certain rights and responsibilities when using the NHS in Scotland.

For waiting times, It’s important that these be respected if patients are to receive treatment in the shortest time possible.

Your rights and responsibilities apply to waiting times in the following ways:

  • Availability
  • Appointments
  • Attendance

Find out more about how your rights and responsibilities apply to waiting times.

Earlier closing for Covid Helplines

Change in hours for NHS 24’s COVID-19 special helplines from Monday 9 August 2021. 

The NHS 24 non-symptomatic COVID-19 Special Helpline (0800 028 2816) and NHS inform’s general health information line (0800 22 44 88) will operate from 8am to 8pm each day from Monday 9 August 2021. The lines previously closed at 10pm.   

This is in response to reduced calls from the public to these numbers after 8pm.

The latest COVID-19 guidance is available on line day and night from www.nhsinform.scot

There is no change to the 111 service.

Support Service details at your fingertips with NHSinform

As pandemic restrictions begin to ease people in Scotland are encouraged to join over 30,000 others who have already turned to Scotland’s Service Directory in 2021 as a convenient way to find support services for health and wellbeing at their fingertips.

Scotland’s Services Directory has been developed by NHS 24 in association with Macmillan Cancer Support and health and care charity The Alliance.  The online directory offers contact details for local, quality-assured, health and care services across all regions in Scotland. Every Health and Social Care Partnership has a number of services listed.

Scotland’s Service Directory is available on NHSinform.scot providing  easy access on a wide range of health and wellbeing groups and services, including how to stay active, cancer services, dementia support, social activities for mental health, and money advice. NHS services are also listed.

A national campaign promoting the Directory will run over summer.

Care for Carers from NHS 24

People across Scotland are being reminded about the information and support available to carers from NHS 24.

As part of 2021’s Carers Week, the national health board is highlighting its online service ‘Care Information Scotland’ to help people with caring responsibilities find what they need in one handy place.

NHS 24’s Associate Medical Director, Dr Paul Perry said carers play an important role so it’s vital we support them: “Looking after a loved one, a friend or neighbour can be rewarding but it can also be demanding, physically and emotionally.

“Carers need support too and our service, Care Information Scotland, offers a wide range of advice and information. Bringing all the different resources together in one place makes it easier for people to find what they need and helps us to care for our carers.”

Local organisation Capital Carers (formerly Nort West Carers) has organised a full programme of events and activities for Carers Week:

For more information visit: www.careinfoscotland.scot

Small steps make a big difference

AS NHS 24 prepares for the busy Easter holiday, people across Scotland are being encouraged to take small steps to make a big difference to their health.

NHS services are often busy during public holidays and local services may be operating slightly differently so it’s a good idea to plan ahead for common illnesses and minor accidents which can be managed at home.

NHS 24’s 111 service is usually busy during the long weekend, with a lot of calls about medicines and common ailments.

NHS 24’s Medical Director, Dr Laura Ryan said: “It’s always good to be able to manage common illnesses, and it’s especially important this year. Having pain killers at home such as paracetamol and ibuprofen means you can quickly and easily manage symptoms.

“If you’re got wee ones at home a first aid kit is handy and our first aid pages on NHS Inform can advise what to do if anyone is unlucky enough to have an injury- they cover everything from burns and scalds to bumps and scrapes.

“Our 111 service gets a lot of calls about medicines so it’s worth remembering that your local pharmacist can help with much more than prescriptions, they can offer advice, treatment or further referral if required.

“COVID-19 guidelines are still in place, and all up to date information- including how to book a test, guidance on isolation, and info on the vaccination process, is available at www.nhsinform.scot/coronavirus.

“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/easter.

Easter Weekend: Remember your repeat prescriptions, says NHS 24

NHS 24 is reminding people who take regular medication to make sure their repeat prescriptions are ordered in plenty of time for the Easter Weekend.

The reminder is part of the ongoing health campaign ‘Show you care. Prepare’ which encourages people to take care of themselves, their loved ones and the NHS by being prepared for minor ailments.

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.

NHS 24’s Head of Pharmacy, John McAnaw said: “This can be a really busy time of the year but it’s important that we all take time to think about our health, do what we can to stay well and be prepared for illness. That way we’ll also be doing our bit to support the NHS through the busy Easter period.

“Things like paracetamol, ibuprofen and indigestion remedies are useful to have and you can ask your pharmacist for advice about helpful medicines for your household. It’s also a good idea to keep a few child friendly remedies if you have any wee ones.

“We’re all looking forward to spending time in the spring sunshine (should it appear!), so it’s a good idea to think ahead to what you might need to support you and your family’s health.

“Check what you have, and order only what you need and collect it in plenty of time – you should order by Friday the 26th March at the latest to be sure of having your medicines ready before Easter weekend.”

General advice and information on how to stay healthy can be found at www.nhsinform.scot/easter

NHS 24 reflects on busiest year yet

Almost one year from the announcement of lockdown in March 2020, NHS 24 are taking time to acknowledge the work of their colleagues during what has been their busiest period to date.

Across 2020, the 111 service received 1,699,796 calls, seeing a huge increase in volumes in response to the COVID-19 pandemic. 

Steph Phillips, Director of Service Delivery, said: “This year has been tough for everyone. The COVID-19 pandemic has affected us all, NHS staff included. From early 2020 we saw an increase in our call volumes and on our busiest day (Saturday 14th March) we received 13,849 calls in one day.

“Each call to the service represents a patient who needs support or advice, and our amazing staff have continued to work hard throughout this difficult period to provide this support for the people of Scotland. We also hit another remarkable milestone in December, as 111 received its 25 millionth call since the service launched in 2001!

“We’ve also seen a huge increase in the use of our digital service, NHS inform, which has hosted information about COVID-19, testing and vaccination throughout the past year. 

‘Vaccination for COVID-19 is well underway which is great news for everyone, however we still advise caution and to follow government guidance in your area.

“All up to date information is available on our NHS Inform page- www.nhsinform.scot/coronavirus.

“This has everything you need to know on symptoms, booking a test, what to do if symptoms worsen, and information on the vaccine.”

You can call NHS 24 via 111 for help with symptoms when your GP is unavailable.

You can  also find the information you need to manage your symptoms via www.nhsinform.scot, Scotland’s trusted health information site

Scotland embraces digital National Health information service

More Scots than ever before are turning to digital health information during the COVID-19 pandemic.

In the first month of 2021 more than 7 million users visited NHSinform.scot. This is the highest ever number of users for the site in a single month – and more than 5 times the number for January last year. Around 4 in every 5 visitors to the site was using a mobile phone or tablet device.

Unsurprisingly, the most popular content in the past year is information on the coronavirus vaccine, who will get it and how, and on how to get coronavirus testing or care for someone with the virus at home.

The other illnesses for which people most often sought digital advice were fever, thrush, food poisoning and chest infections.

Mental Health is a widely shared concern, with anxiety and panic, fears and phobias, stress, anger and low mood, and depression being the most common topics viewed. The NHSinform.scot pages for these topics were viewed over 120,000 times in January alone.

Dr Laura Ryan, Medical Director at NHS 24 said: “The pandemic has meant we have all had to find new ways of going about our daily lives and that includes the way we get essential health information when we need it.

“It’s great to see that our digital resources have become so widely trusted by people across Scotland. The content on NHSinform is governed by the same standards as the advice given by the NHS 24 telephone services.

“I would encourage people to use the self-help guides for immediate support as they are readily available wherever a mobile phone or other device is to hand. In many cases the online advice will allow people to self-care at home, but it is of course very important to contact a healthcare professional if our self-help guides direct you to do that.”

With travel affected by poor weather and the pandemic, it makes sense to turn to NHSinform.scot for support. Where symptoms suggest that a healthcare professional is needed, users are guided to speak to their pharmacist, GP, optometrist, dentist or call 111 or 999 as appropriate. You can also find out where your nearest services are using our Scottish Services Directory by simply entering your postcode.

Users can walk through all this information on our handy self-help guides or, by reading.

NHS 24 wants to offer the public choice about how they access services. Essential information on using our services has been translated into multiple languages with communities across Scotland and is available in easy read and British Sign Language formats.

For those who do not have access to a device or prefer not to use one, we still offer telephony advice and information.

Over 1 million callers have taken some ‘breathing space’ since national helpline began

OVER 1 MILLION calls have now been handled by Breathing Space, Scotland’s mental health phone service, since it began in 2002.

The milestone is being marked on this year’s National Breathing Space Day, the annual awareness date, which takes place on 1st February.

With over 9,000 calls to Breathing Space each month the service continues to grow and evolve with the introduction of a new pilot webchat service now offering online support.

Tony McLaren, Breathing Space National Coordinator, said:  “Our Advisors work hard to ensure that every caller receives a caring and compassionate response. Sometimes, just being listened to can make all the difference to how someone is feeling.

“This last year has been particularly challenging, and anyone can find themselves in a position where they might need help with their mental health.

“Breathing Space Day encourages people in Scotland to take some time out for activities which improve mental wellbeing, such as enjoying nature, exercising or maintaining connections with others.”

The event also highlights the range of support available from the Breathing Space helpline and webchat service, which provides free, confidential, listening and advice for anyone who is experiencing low mood, anxiety or distress in their lives.

Mental Health Minister Clare Haughey said: “Looking after our mental health and wellbeing is just as important as looking after our physical health. That message is especially relevant at the moment, given the current restrictions in place to protect us from the COVID-19 virus.

 “Breathing Space continue to do vital work to support people across Scotland who are feeling low, stressed or anxious. That’s why last Spring we provided an additional £500,000 to help expand their capacity to offer compassionate support to many more people.

“Today’s milestone of handling over one million calls is a remarkable achievement – I would urge anyone who is experiencing low mood, anxiety or distress in their lives to get in touch with the service through the helpline or by looking at the range of helpful advice on the Breathing Space website.

“I also echo Breathing Space’s call to encourage people to take time out to do something they enjoy, within the restrictions – such as keeping in contact with friends and family, and taking some daily physical activity where possible.”

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.

Sometimes, when people call they’re not sure why they’re phoning or find it difficult to speak. This is where the experience of the Advisors can help, giving callers the space to think and talk when they are ready.

The message from Breathing Space is that it’s important to support your mental health through activities such as exercise and relaxation, particularly during these times of heightened stress and anxiety.

And if you’re worried or feeling down, please get in touch for some ‘breathing space’.

Breathing Space is available in the evenings (6pm to 2am weekdays) and 24 hours at the weekend (Fri 6pm to Mon 6am) on 0800 83 85 87. The web chat service can be accessed from www.breathingspace.scot.

NHS Lothian appeal: Keep A&E free for emergencies

People living in Lothian are being urged to seek the right medical help and to only go to A&E if it is a life threatening emergency. The call comes as hospitals are under increasing winter pressure and people are continuing to attend A&E and minor injury units with conditions that could be treated more quickly or closer to home by other health services.

Winter is always a busy period for the NHS, as last year demonstrated with more than 57,000 people attending A&E across the Lothians. This winter is no different despite Coronavirus.

Dr Tracey Gillies, Medical Director of NHS Lothian explains: “Now more than ever it’s vital people access the right care in the right place.

“As the global pandemic continues, we need to avoid overcrowding in our hospitals which are extremely busy. People can get help more swiftly and safely from other health services.”

NHS Lothian is signposting people to the range of services on offer and how to access urgent care. If people think they need A&E but it is not life threatening they should now call NHS 24 on 111, day or night, to be directed to the right service or given an appointment to attend hospital if needed.

People can also call 111 if they have a minor injury, such as a sprain, strain or for a suspected broken arm or leg. If suitable they will arrange an appointment with Call MIA – NHS Lothian’s video consultation service – which facilities an online assessment with a qualified nurse practitioner who can recommend treatment.

For online guidance on minor conditions and a directory of local health services visit NHS Inform.  Or for advice about minor illnesses, such as sore throats, headaches or stomach upsets, contact a local community pharmacy first who can also recommend medicine if they think it is needed.

GP practices should continue to be contacted during normal opening hours for an appointment or over the phone advice on routine or urgent care. 

If people have COVID-19 symptoms of either a new continuous cough, fever or change to sense of taste or smell, they should self-isolate immediately and order a test on the NHS inform website www.nhsinform.scot. It is essential people continue to self-isolate if they receive a positive test result and do not attend A&E or visit any health service unless directed.

Dr Tracey Gillies added: “We want to thank the public for continuing to follow guidance to help stop the spread of Coronavirus. It really does make a difference. But we do, nevertheless, still have a lot of patients in our hospitals with Covid and this adds to the winter pressures we are experiencing.”

“We want everyone to stay safe and well this winter, so we’re asking people to make sure they know where to turn for help.  There’s lots of help available for both physical and mental illnesses and by using it you can help yourself and protect our NHS.”

Anyone needing emotional or mental health support can call 111 and select the Mental Health Hub for advice and guidance. Or call the Breathing Space telephone helpline on 0800 83 85 87.