Tag: Right Care Right Place

NHS 24: Right Care, Right Place

The 111 service is expected to be VERY busy which may mean a prolonged wait for calls to be answered. Boxing Day is one of the busiest day of the year for our services. Here’s what you can do to help yourself, save time and help us care for those in the most need first.

📱NHS inform has a range of symptom checkers for common illnesses and conditions you can use to help you decide what to do next: https://nhs24.info/symptom-checkers

🤒Check out the winter illness hub on NHS inform if you need help with colds, flu, coughs, sickness bugs, etc: https://nhs24.info/winter-illness

💊If your call is related to medicines please visit https://nhs24.info/accessing-medicines

Whether it is prescribed or non-prescribed medication, our guide to accessing medication can save you time. You might not need to call 111.

✔️By using NHS resources wisely, we can keep well and get the care we need quickly, safely and as close to home as possible.

Find out more about how to access the #RightCareRightPlace: https://nhs24.info/RightCareRightPlace

If you are using a mobile phone to call please switch to WiFi calling and ensure your device is charged. This will help to prevent your call being disconnected. Some mobile providers disconnect calls due to network capacity demand. NHS 24 does not cut calls.

NHS 24’s staff are working exceptionally hard to answer as many calls as we can, quickly and safely. Please be patient and we will answer.

If you can try the above options first, it could save you time. We want to help you get the right care, in the right place. 💙

Get the Right Care at the Right Place

People should follow NHS inform guidance before calling 111 or 999

First Minister John Swinney has urged people to ensure they get the Right Care at the Right Place by checking the NHS inform website in the first instance if they become unwell.

During a visit to NHS 24 and the Scottish Ambulance Service (SAS), the First Minister thanked staff for their commitment to keeping the public as safe and informed as possible ahead of the busy festive period.

The guidance in the NHS Winter Preparedness plan sets out that anyone feeling unwell should:

  • check the NHS inform website for guidance and advice on symptoms. Around a quarter of 111 calls result in self-care advice, checking the website instead of calling ensures people can safely treat their symptoms without calling for help
  • call 111 if anyone thinks they need A&E but it is not a life-threatening emergency, support for mental health distress, or advice when the GP, pharmacy, or dental practice is closed
  • only attend A&E for genuine emergencies that cannot wait
  • call 999 immediately for life-threatening emergencies

First Minister John Swinney said: “We know that demand for the NHS increases quite substantially over the festive period and there are a number of steps you can take to help yourself if you become unwell.

“In the first instance, check the symptom checkers on the NHS inform website – it can help you decide what to do next. If you still require medical help, NHS 24’s 111 service is there for you and dedicated professionals can provide advice.  

“A&E is expected to be exceptionally busy in the coming weeks so only attend if you have a genuine emergency that requires urgent medical treatment.

“Our dedicated NHS staff will continue working throughout the festive period to provide support and care for the people of Scotland. I’m extremely grateful for their hard work and my thanks go out to all of you.”

Scottish Ambulance Service Chief Executive Michael Dickson OBE said: “Winter is always an exceptionally busy period and as demand on our service increases, we’re asking the public to use our service responsibly by only phoning 999 in a life-threatening emergency.

“Currently over 50% of our calls are managed without having to take patients to A&E. However, for those who do need hospital treatment, system-wide pressures, including lengthy handover times in key areas, are having a direct impact on our ability to get crews back on the road to reach other patients.

“Our fantastic staff are working extremely hard and we continue to prioritise those patients who are most critically ill. For those patients who are not critically ill, they may have to wait longer for an ambulance than usual and we thank the public for their patience; we will try to get to them as quickly as we can.”

NHS 24 Executive Medical Director Dr Ron Cook said: “With public holidays limiting access to GP and pharmacy services for four consecutive days across both festive weekends, NHS 24 is forecasting a significant rise in demand for our services as other primary care services take a well‑earned break.

“We plan carefully to ensure we have the right staff in place so people can access the right care in the right place. Our teams bring a wide range of skills, and every practitioner and clinician will play a vital role in supporting patients and each other to stay well during this busy period.

“We realise it’s not possible to cover every health eventuality, but we encourage everyone to plan ahead if possible. Make sure you have your prescription medicines, have over‑the‑counter remedies available at home, and check in on vulnerable friends or family. By preparing now, you can protect your festive time and avoid unnecessary interruptions.”

Self-help guides can be found on NHS inform

Healthcare support over winter

Campaign to ensure people know how to get help

Advice on how to get the right healthcare in the right setting this winter is the focus of an annual campaign launching today (Monday).

This year’s Right Care Right Place Campaign will run across TV, radio, press and digital platforms. It aims to ensure people can get the right care, while also reducing pressures on frontline health services.

As the weather turns colder, Scotland’s NHS and social care services get busier and the awareness campaign helps the public decide whether they should contact their GP or pharmacy, call NHS 24 on 111 or use self-help guides on the NHS Inform website. It reminds everyone that hospital emergency departments should only be visited for critical emergencies.

Health Secretary Neil Gray said: “Pressure on the healthcare system increases in winter months, and the Right Care Right Place campaign helps everyone know where they can go for advice or care for any health concerns during this busy period.

“Of course, people can also help by making sure they receive their Respiratory Syncytial Virus (RSV), Covid-19 and flu vaccinations if they’re eligible. This is even more important this year, as early evidence suggests it could be a particularly challenging flu season.

“We are taking a range of measures to ensure our health service is as resilient as possible over the next few months and that our committed health and social care staff are supported.

“We know that staff members work tirelessly to provide excellent care to all those who need it and as always, I’d like to thank them for their continued dedication.”

Right care right place | NHS inform

Self-help guides on NHS inform include advice on the most common winter illnesses.

NHS 24: Right Care, Right Place

🤔Confused about where to go when you or a loved one needs medical help?

It can be tricky to know where to get advice when you are ill or in pain, and choosing the wrong service can mean longer waits, more stress, and extra pressure on OUR NHS.

✅ Our #RightCareRightPlace guide can help you make the right choice, quickly, safely and as close to home as possible.

📲 Share our #RightCareRightPlace guide with your friends, family, and community.

NHS Lothian: Right Care, right place

If you suddenly need urgent medical care, please contact NHS 24 on 111

If it’s a critical emergency, always call 999.

#RightCareRightPlace

🤔

Confused about where to go when you or a loved one needs medical help?

It can be tricky to know where to get advice when you are ill or in pain, and choosing the wrong service can mean longer waits, more stress, and extra pressure on our NHS.

✅

 Our #RightCareRightPlace guide can help you make the right choice, quickly, safely and as close to home as possible.

📲

 Share our #RightCareRightPlace guide with your friends, family, and community.

Winter plans in place in NHS Lothian

Robust plans are in place across NHS Lothian this winter to help patients receive the right health care in the right place.

The health board, which is already experiencing significant pressures, has geared up for the busiest time of the year.

The numbers of people who need healthcare surges every winter for a variety of illnesses and conditions, including winter bugs, such as flu, COVID, other respiratory illnesses and Norovirus.

NHS Lothian is working closely with the four health and social care partnership in the region – East Lothian, Midlothian, Edinburgh and West Lothian – to focus in on more community-based initiatives to reduce the need for hospital attendance and admission in the first place.

The move also means that more patients will be able to receive the care they need closer to home and if they do have to be admitted to an acute hospital, the length of their stay in hospital should be shorter.

In turn, the renewed focus on community programmes will help free up more hospital beds for patients who are acutely unwell.

Dr Tracey Gillies, Medical Director, NHS Lothian, said: “The pressures facing hospital and community teams, GPs and pharmacies regularly surge beyond levels of activity that some years ago would normally have been associated with winter.

“That level of demand will only increase as winter progresses, so we have worked with partnerships to bolster their capacity in the community to ensure that more hospital beds are available for those that need them most.

“Health care is there for everyone who needs it this winter and we want to make sure patients can receive their advice, care or treatment in the right place at the right time.”

Health and Social Care Partnerships (HSCPS) across Lothian are enhancing their “discharge to assess” programmes which helps support people to leave hospital as soon as it is safe and appropriate.

Single points of contact (SPoC) services are also being boosted. These systems are aimed at people who are at imminent risk of hospital care but can be safely managed in the community. They support GPs and other professionals to rapidly coordinate services.

Other streamlined assessment processes have also been put in place to expedite hospital discharges and help community teams to proactively identify people ready for discharge with their support.

People across Lothian are being reminded to seek care in the right place this winter – and that in many cases they may get help sooner and closer to home, without attending an A&E department.

The NHS Inform App is the first stop for self-care and advice, while local pharmacies, GP, or Minor Injuries Unit can provide expert care and treatment, usually closer to home. If patients are unsure where to get help or if they need urgent health care at night or at the weekends, they should call 111 day or night.

In Lothian, patients may be signposted on to other services if they turn up to hospital A&E when they don’t need to be there.

First Minister encourages public to help protect front line services

NHS 24 resilience over festive period

An information campaign and increased recruitment of call handlers are among the initiatives NHS 24 has put in place to help protect vital front line health and care services over the festive period.

First Minister John Swinney visited the NHS 24 call centre in Dundee to observe preparations ahead of the Christmas and New Year period and to express his gratitude to staff.

NHS 24 has been working proactively to bolster resilience and alleviate pressure on both the 111 service and other primary care resources. Initiatives include:

  • Launching a winter campaign focused on digital information and encouraging people to prepare ahead of service closures.
  • Recruiting a record number of call handlers and additional clinical supervisors to strengthen capacity.
  • Prioritising frontline services, including suspending non-essential activities within call centres and managing staff annual leave to maximize availability.

The First Minister said: “The festive period is traditionally very challenging for the NHS. The resilience and determination shown by staff in the face of pressures; both at NHS 24 and across the wider health and care sector is truly inspiring.

“NHS 24 data shows that a quarter of calls to 111 can be resolved online, and the service is encouraging more people to take advantage of its digital self-help guides for faster, more convenient care.

“These online tools can help ensure our front line services can focus on those who need urgent care.”

NHS 24’s Medical Director, Dr Ron Cook, said: “Our digital services use the same clinical advice people get if they call NHS 24 and offer a great first option when people are unwell and are not sure if they need to seek further help.

“We are advising patients to save time and look after symptoms safely and effectively at home by using NHS inform or the NHS 24 Online app’s symptom checkers which will give clinically assured health advice on a wide range of conditions including coughs, rashes, stomach bugs, or back pain.

“By checking symptoms online this will give advice on how best to manage your condition or what to do next if further help is required.”

The Right Care, Right Place campaign reminds the public to use healthcare services appropriately:

  • For advice on minor illnesses and injuries, visit www.nhs24.scot.
  • Call 111 for urgent but non-life-threatening health concerns.
  • Always call 999 in an emergency.