Tag: Scottish Ambulance Service

Life-saving ambulance drugs programme

MINISTER MARKS INTERNATIONAL OVERDOSE AWARENESS DAY

Drugs and Alcohol Policy Minister Maree Todd has praised the Scottish Ambulance Service’s successful Take Home Naloxone (THN) programme, which has now issued more than 4,000 kits.

On a visit to Springburn Ambulance Station in Glasgow to mark International Overdose Awareness Day, Ms Todd was trained to use naloxone kits which temporarily reverse the effects of an opioid overdose.

The packs are given out to people at risk and their families who can use them to deal with any future overdose while they wait for the ambulance to arrive.

Since Scotland’s National Naloxone Programme began in 2011, up to December 2024, a total of 205,650 take-home naloxone kits have been issued.

Ms Todd said: “Every drug death is a tragedy, and my condolences go to anyone who has lost a loved one, on a day where we remember them.

“The work done by the Scottish Ambulance Service and other partners has been instrumental in saving lives, especially at a time when naloxone has become even more important. I am a grateful for the hard work of all the staff who provide this vital frontline service. I was very pleased to hear about the continued progress in delivery and to be shown how to use the naloxone kits.

“Due to the presence of an increasingly unpredictable drug supply of highly dangerous synthetic opioids like nitazenes, which raise the risk of overdose, hospitalisation and death, I would urge anyone who carries naloxone to have extra life-saving kits with them so repeat doses can be given if required.  

“I am determined to do even more to tackle the harm caused by drugs. That’s why we are providing record levels of funding for drugs and alcohol programmes, including widening access to treatment, residential rehabilitation and life-saving naloxone. We have also supported and funded the opening of the UK’s first Safer Drug Consumption Facility, and are working at pace to deliver drug-checking facilities.”

All SAS crews have been trained in in distributing naloxone since 2023, following the launch of its training programme in 2021. As well as treating people for the effects of overdose themselves, and handing out the take-home kits, crews are providing a vital link to support and treatment.

Scottish Ambulance Service CEO Michael Dickson said: “Our staff respond with care and compassion to anyone who experiences an overdose.

“Our call handlers can offer advice during the 999 call, and our ambulance clinicians provide crucial treatment when they arrive at the scene.

“Ambulance crews are able to supply Take Home Naloxone, are starting to provide clean sterile injecting equipment, and can also connect people experiencing problematic substance use with other services who can provide further care and treatment.”

Scottish Ambulance Service: Hot Weather Advice

It’s going to be a hot couple of days, so whilst enjoying the weather, make sure you keep yourself well by:

Staying hydrated

Wearing sun cream and protective clothing

Sticking to the shade during peak heat hours

Check on elderly relatives/neighbours

NHS Greater Glasgow and Clyde issues sun and warm weather health advice

Members of the public are being encouraged to stay safe in the sun as the current warm weather is expected to continue into this weekend.

NHS Greater Glasgow and Clyde (NHSGGC) advised people to ensure they are protected from the sun, and to take care when barbecuing to prevent food poisoning. 

It also highlighted the importance of getting the right care in the right place if help is needed for a health concern. 

Common health conditions during nicer weather can include sunburn, food poisoning, bites and stings.

NHSGGC also highlighted the importance of keeping items like over-the-counter medicines, a first aid kit and an ice pack at home to help manage minor cuts, bruises, sprains and strains.

NHSGGC is asking people to consider the following: 

  • Sunburn and sunstroke – Always cover up in the sun to protect yourself and your family from burns and heat exhaustion. This includes wearing a high-factor sunscreen and appropriate clothing and spending time in the shade. 
  • Food poisoning – Barbecuing can lead to food poisoning if it is not done correctly. Ensure meat is cooked thoroughly and evenly, and keep cooked and raw food separate. 
  • Medicines – Make sure you have over-the-counter medicines at home for common illnesses including paracetamol or ibuprofen, remedies for bites and stings and antihistamines for allergies. 
  • First aid – Keep a first aid kit in your home with plasters, bandages and antiseptic wipes for cuts, and an ice pack for minor strains or sprains. 

For those requiring support or medical treatment for non-life-threatening conditions, there is a range of services available to help, and NHSGGC continues to ask people to ‘think ABC’ before attending A&E:

Ask yourself: Do I need to go out? For information on keeping yourself well and treating minor illnesses and injuries from home, visit the NHS Inform website or download the NHS24 app.

Be aware: There is help for many conditions right on your doorstep. Your local GP, pharmacy, dentist or optician offer a range of services. This could include directing you to a Minor Injuries Unit or arranging an appointment for you with NHSGGC’s Virtual A&E Flow Navigation Centre. 

Call 111: If it’s urgent, or you’re not sure, call NHS24 on 111. They’ll make sure you get the help you need.

If you think your condition or injury is very urgent or life-threatening, you should call 999 or go to A&E immediately.

For more information on accessing the care you need, please go to: Right Care, Right Place – NHSGGC.

Dr Emilia Crighton, NHS Greater Glasgow and Clyde’s Director of Public Health, said: “This is a great time to get outside and enjoy warmer weather and longer days with friends and family.

“Please enjoy the good weather safely by covering up when in the sun, staying hydrated and making sure food is properly cooked if barbecued”.

“For those who do require support over this period, we want people to be aware that there are many services available to them other than emergency departments.

“By using NHS 24’s digital resources and through 111, people who need care can be seen by the most appropriate staff in the most appropriate setting.

“We ask everyone to think ABC before A&E. This will ensure you get the right care in the right place, will help reduce waiting times, and free up capacity for those who need it most.”

Scottish Ambulance Service staff to receive King’s Birthday Honours

THREE Scottish Ambulance Service staff members have been awarded prestigious accolades in the King’s Birthday Honours.

Sarah Stevenson, of Lochwinnoch, Renfrewshire, is the recipient of King’s Ambulance Service Medal (KAM). Anne Cadman, of Dalry, North Ayrshire, has been awarded a Member of the Order of the British Empire (MBE) and Keith Jensen, of Aberdeen, has received an Officer of the Order of the British (OBE).

Sarah joined the Service is 2005 and became SAS’s Risk Manager in 2008, a position she had held since.

Throughout the past two decades, she has embedded vital risk management arrangements and recently been instrumental in developing an internal programme (InPhase) across the Service for the reporting and management of adverse events, feedback and risks to ensure ongoing patient and staff safety.

Sarah said: “I was completely shocked and very honoured. I think it’s crucial that support staff are recognised for the work they do as they enable and support the frontline to deliver services for our patients.

“I’d like to thank Systems Administrator Jackie MacKay, who supports me and the wider service on a daily basis in not only InPhase but also the wider risk management agenda.”

Anne currently works as Business Support Administrator for SAS’s ScotSTAR Service, which provides specialist care to seriously ill babies, children and adults across Scotland using specialist response vehicles, ambulances, helicopters and planes.

She said: “I was totally shocked and couldn’t believe that anyone would think I was worthy of such an honour.  In my mind, I do the job I’m paid to do to the very best of my ability.

“Working for ScotSTAR has made me very proud to be part of a service whose staff work tirelessly to ensure their patients get the best possible treatment available.”

Keith Jensen, Area Service Manager for South and West Aberdeenshire, first joined the Service in June 1994, starting out as an ambulance care assistant.

He has been instrumental in leading multiple teams in the North region, including being at the forefront of the Service’s response to Covid, and has been invaluable in his support to the SAS Wildcat Cardiac Responders.

He said: “I feel truly honoured and humbled to receive this accolade but I’m just one of many ambulance personnel, both employed and voluntary, and I feel I’m sharing this honour with them all.” 

Deputy Chief Executive Paul Bassett said: “I’d like to extend a huge congratulations to Sarah, Keith and Anne for their thoroughly deserved accolades.

“Sarah has worked tirelessly to embed robust and effective risk management arrangements and her passionate, energetic and infectious approach to risk has resulted in many staff and patient improvements.  

“Anne has played a crucial role in the development of the Emergency Medical Retrieval Service (EMRS) and wider ScotSTAR services and has always gone above and beyond to ensure their smooth running, working diligently through the initial set up of the team and through two subsequent base moves as EMRS became part of ScotSTAR.

“Keith is a tremendous ambassador for the entire Grampian area and his charity work and involvement with the SAS Wildcat Responders has been invaluable to the community.”

Scottish Ambulance staff to compete in Edinburgh Marathon for charity wearing full kit and 10kg bags

TWO Scottish Ambulance Service emergency responders will compete in the Edinburgh Marathon wearing full uniform, including boots, and a 10kg ambulance response bag to raise money for The Ambulance Service Charity (TASC).

Jack Falconer, Technician of Wick Ambulance Station, and Dominic Ballisat, Technician of Edinburgh Ambulance Station, will run the event on May 25.

So far they have raised more than £2000 for TASC.

Dominic said: “We decided to do the marathon to help raise money for TASC as we are grateful for the amazing work they do in supporting our colleagues and their families in their time of need.”

Jack added: “We decided to run with the kit bag, uniform and boots in order to make it more challenging in the hope it will raise awareness and support for TASC.

“It also highlights the mental and physical stress that ambulance personnel undergo on a daily basis.”

While Dominic, who used to work at Thurso station, has run three marathons before, this will be Jack’s first.

Dominic said: “We have both been training with boots and trousers with a 10kg bag plus water.

“We expect it to be tough especially if it’s hot, but nothing worthwhile is easy.”

Jasmin Rana, TASC’s Head of Income Generation, said: “We’re so grateful to Jack and Dominic for taking on this incredible challenge for TASC!

“As a charity we receive no support from the NHS or ambulance trusts to provide our general services, which means we rely on our incredibly generous supporters to continue supporting our ambulance workers when they’re struggling with their mental, physical or financial wellbeing.

“Thanks to Jack, Dominic and everyone who has supported them, almost £2,500 (including GiftAid) has been raised already, the equivalent of 46 hours of mental health support or 172 financial guidance sessions.

“From everyone at TASC, thank you.”

Support their cause at Dom B is fundraising for The Ambulance Staff Charity

Frontline Melrose staff to appear on new series of Paramedics on Scene

Frontline Melrose staff members from the Scottish Ambulance Service (SAS) will appear on a new series of Paramedics on Scene, which airs on Tuesday.

Lee Myers, Paramedic, and Mark Kerr, Technician will feature alongside SAS’s West Ambulance Control Centre (ACC), West SORT (Special Operations Response Team) and Melrose frontline staff.

Lee and Mark said: “It’s been a great experience working with the film crews and being given the opportunity to demonstrate the work we do within our local community, the highs, the lows, and the effect that has on us and how we cope. It’s not all blue lights and sirens.

“The border towns are close knit communities, and I think the residents take great comfort at difficult times from knowing that they and the crew are likely to be connected either through family, work, or friends.”

Season Six of Paramedics on Scene is on BBC Scotland at 9am on Tuesday and repeated at 10pm on Thursday. It is also available on BBC iPlayer.

The next episode features a woman thrown off a horse, a crew called to a man who has taken some illegal drugs and close to death, and the air ambulance team bring a sick eight-year-old from Campbeltown to the Children’s hospital in Glasgow.

Lee Myers and Mark Kerr, here pictured with Fraser McArthur of Firecrest

Scottish Ambulance Service recruiting Community First Responders

The Scottish Ambulance Service is recruiting volunteers to join its North Berwick Community First Responder (CFR) group.

CFR group members respond to potentially life-threatening emergencies such as a cardiac arrest or seizure in the vital first few minutes before an ambulance crew arrives.

Anyone over 18 with a driving licence can apply to become a community first responder and no previous medical experience is needed.

Training will be provided by the Scottish Ambulance Service and will cover the Basic Life Saving (BLS) skills that may be required when attending an emergency call.

Michael Dickson, SAS Chief Executive said: “CFRs come from a variety of backgrounds and play a vital role in starting treatment whilst an ambulance is on route.

“They are highly valued by the Scottish Ambulance Service, and I would encourage those with an interest in supporting their community to apply for this opportunity.” 

To register to become a CFR or to find out more about becoming a CFR, visit: 

https://www.scottishambulance.com/your-community/community-first-responders/

Ambulance Staff Assaulted Nearly Once a Day

A Scottish Ambulance Service staff member is verbally or physically assaulted nearly once a day, new figures from the Service have revealed.

For the year, 2023-24, 346 staff experienced abuse – an increase of 11% over the previous year.

This has included incidents of spitting, punching and threatening staff with bottles or other weapons.

Verbal assaults saw the biggest increase over the previous year, rising by 30%

Call handler Declan Cowan, based at SAS’s West Ambulance Control Centre in Cardonald, has spoken of one incident. He said: “It was a really busy day and there was a queue of calls all day due to the pressure on the service. I received a call from a patient who I triaged through our system and the advice was to have them contact their GP or NHS24.

“The caller wasn’t happy that he was not getting an ambulance and proceeded to shout at me over the phone. He said if he died or anything happened to him that I would be to blame, he called me horrible and derogatory names that attacked both my character and identity and he also threatened that he would find out where I was based and come find me. It was a really scary and upsetting call.”

SAS Chief Executive Michael Dickson said: “Our staff are having to deal with incidents nearly every single day and no form of abuse will be tolerated. They have the right to carry out their work helping patients and saving lives without fear of assault or abuse.

“We also strongly condemn the abuse our hardworking call handlers face on a daily basis. We understand calling 999 can be a stressful time during emergencies, but abusing our staff is totally unacceptable.

“Physical and verbal assaults can have a significant and lasting impact on our people, sometimes even leading them to leave the ambulance service. We will continue to work with Police Scotland to take action against perpetrators, which includes those who abuse our 999 staff.”

Bonfire Night: Police report a fall in number of serious incidents

FEWER INJURIES TO EMERGENCY SERVICES PERSONNEL THIS YEAR

Incidents of serious disorder during Bonfire Night have fallen this year.

In 2023, specialist resources as part of Operation Moonbeam were deployed on 26 separate occasions during the evening of 5 November. This year, 18 deployments were required during the same period.

The overall number of fireworks-related calls has remained consistent to previous years, however, the number of officers injured has reduced significantly, compared to last year.

During the Operation Moonbeam deployment for October and November 2023, a total of 62 officers sustained injuries after being targeted with fireworks and other projectiles.

To date, one officer was injured on Halloween evening after a brick was thrown through the window of her police vehicle in Edinburgh. No further injuries to officers have so far been reported. One person has been arrested and charged in relation to this assault.

During the evening of Tuesday, 5 November, officers in Edinburgh responded to various incidents of youth disorder in Niddrie, Sighthill and Moredun.

Large groups gathered in these areas before throwing fireworks, bottles and bricks at police vehicles and other cars. Two fire service appliances were also attacked during this time.

No injuries to emergency service workers or members of the public were reported.

Various parts of Glasgow also experienced pockets of disorder, with youths witnessed throwing fireworks at members of the public, vehicles and police officers. There were also four incidents of fire appliances being subjected to attacks when responding to calls. Again, however, no injuries were reported.

In Peterhead a pyrotechnic device was ignited within a skate park in Aalesund Road at around 9.20pm. Those responsible then made off in a van before striking a 33-year-old male pedestrian and fleeing the scene.

The male was treated by paramedics at the scene but did not require further medical attention. Inquiries to identify the suspects are ongoing and anyone with information is asked to come forward.

Assistant Chief Constable Tim Mairs, Gold Commander for Operation Moonbeam said: “I firstly want to recognise the outstanding courage and professionalism of all of those emergency service workers who put themselves in harm’s way to keep communities safe.

“Their actions ensured that some of the challenging scenes we witnessed this year did not escalate into mass disorder, on the scale of what we experienced last year.

“Nevertheless, the levels of violence and aggression police officers, fire service and ambulance service personnel faced in some areas was wholly unacceptable and a significant investigative response is now underway to identify each and every one of those involved and bring them to justice.

“In advance of Bonfire Night 2024, local policing teams across Scotland have worked diligently with local authority and third sector partners to make positive in-roads with communities and identify some of the root causes that lead to disorder.

“In addition, this engagement has resulted in an increase in the intelligence we have received from the public, allowing us to take preventative enforcement action before crimes could occur.

“Throughout Operation Moonbeam, we have utilised all legislation and policing powers at our disposal and we will continue our discussions with local authorities and Scottish Government to explore further opportunities for reducing fireworks offences for next year and moving forward.”

“Stones were rattling off the side of the fire appliance”

EMERGENCY SERVICES BRACED FOR GUY FAWKES NIGHT

Scottish Fire and Rescue Service

An Ayrshire firefighter has recalled stones “rattling off the side” of a fire appliance as he and his colleagues came under attack ahead of Bonfire Night last year.

Crew Commander Jonny Milliken was leading a response to a spate of grass fires in Troon on 3 November 2023 when his crew were turned on by youths attempting to climb the fire appliance and throwing bricks and stones at them.

CC Milliken, an on call firefighter, said he and colleagues are “local people trying to do their best for their town” and shouldn’t face this type of behaviour.

He said: “The stones were rattling off the side of the fire appliance.

“We decided to keep all crew inside the appliance to ensure their safety. After being bombarded with stones, we had to retreat and leave the area.

“The last thing I wanted as a Crew Commander was for anyone to get injured.

“We are well aware antisocial behaviour comes from a very small minority, but we were all completely shocked.”

“As on call firefighters, we live and work in our community. All the firefighters that attended that incident were from Troon.

“We are just local guys trying to do the absolute best we can for our town. We are real people, with real lives in our local community and we deserve to be respected and allowed to do our job properly.”

5 November is typically one of the busiest nights of the year for the Scottish Fire and Rescue Service (SFRS) and last year, firefighters across Scotland came under attack nine times in eight hours.

SFRS received 892 calls on Bonfire Night in 2023, with Operations Control staff mobilising to 355 bonfires.

Crews working to protect communities across Scotland want everyone to have a safe and enjoyable Bonfire Night and the public is being urged to attend public events wherever possible and a list is available on the SFRS website. This is by far the safest way to watch fireworks.

Statistics released by Care of Burns in Scotland (COBIS) show that 37 people accessed emergency treatment between 4 and 6 November last year for fireworks related injuries.

Deputy Chief Officer Andy Watt is the Scottish Fire and Rescue Service’s Director of Prevention, Protection and Preparedness. He said: “We want people to enjoy themselves at times of celebration, but we want them to do so safely and think of others, including our crews who are working hard to respond to emergencies. 

“Bonfires and fireworks go hand in hand at this time of year, and we advise people to go to an organised event wherever possible. This is the safest way to enjoy firework displays and bonfires.” 

Community Safety Minister Siobhian Brown said: “Fire crews and other emergency services workers do an outstanding job protecting communities over the Bonfire Night period and any attack on them is utterly despicable.

“Such assaults endanger 999 workers and can prevent crews from reaching those in emergency situations who desperately need help.

“Attacks on 999 crews using fireworks or pyrotechnics are aggravating factors that courts can take into account when sentencing offenders.

“We have also introduced a ban on providing fireworks to under-18s and provided local authorities with powers to designate firework control zones within their boundaries. These new powers will be used for the first time this year in areas across Edinburgh over the Bonfire Night period.”

SFRS encourages everyone to attend public events in their area. If deciding to have a display at home, is encouraged to make sure they are aware of the environment and the Fireworks Code.

It is essential to read all packet instructions on each firework, light fireworks at arm’s length and stand well back. Never return to a firework that has already been lit.

It is illegal for anyone to supply someone under the age of 18 with fireworks. Additionally, it is illegal to set off fireworks in public spaces, such as streets, roads and parks.

Fireworks are restricted in terms of use between 6pm and 11pm, and this is extended until midnight on November 5.

Additionally, for the first time, there are Firework Control Zones implemented in Balerno and in the Niddrie, Seafield and Calton Hill areas of Edinburgh. This means it is against the law to set off fireworks at any time between the 1st and the 10th of November.

SFRS also encourage anyone who may be having a bonfire at home to ensure it is kept away from buildings, vehicles and trees. Any bonfire which is unsafe, or where people are behaving irresponsibly, will be extinguished and made safe.

Police:

Our Multi-Agency Control Room in Edinburgh is in operation over the next two days for Operation Moonbeam.

Specialist resources are on hand to support local policing teams across the country in responding to fireworks-related crime taking place.

On Thursday, 31 October, a 14-year-old boy was charged in connection with fireworks offences, following reports of disorder in the Capital. A 17-year-old male was then arrested on Sunday, 3 November, following an attack on a police vehicle in the Niddrie area of the city, where an officer was injured.

He has been remanded in custody for the next seven days.

Our officers are out in communities to keep the public safe. Please help us stop fireworks offences and attacks on emergency service workers.

If you have any information about planned offences, contact us on 101 or make an anonymous report to Crimestoppers on 0800 555 111.

Agencies unite to enhance mental health support

 A partnership between NHS 24, Police Scotland, and the Scottish Ambulance Service (SAS) ensures anyone who needs urgent mental health support will be directed to the most appropriate service for their needs.

Termed the ‘Mental Health Pathway,’ the collaboration between the three services means that people phoning 999 with non-emergency mental health concerns are now referred to NHS 24’s Mental Health Hub.

This is staffed by Psychological Wellbeing Practitioners and Mental Health Nurses who are highly trained to help patients in mental distress. The Mental Health Hub is designed to support people who need urgent mental health support, where emergency intervention is not required.

The Hub can also be accessed by phoning 111. As well as helping people with their immediate care needs, specialist staff can also refer people to local services. They’ll then get further assessment and treatment if needed. Although most people can be helped immediately and supported with self-care techniques.

Dr Ron Cook is NHS 24’s Medical Director. He details the aims of the Mental Health Pathway and why it became essential for NHS 24, Police Scotland, and Scottish Ambulance Service to work together to provide more effective urgent mental health support for patients: “It is imperative that anyone in mental health crisis or distress can quickly and easily connect with professionals who are experts in that field. Within office hours, patients seeking help with their mental health should contact their own GP.

“However, during the out of hours period, such as evenings and weekends, it is common for patients to be unsure of where to access mental health support. Many will often reach out for help by dialling 999, which may not be the most appropriate care route for them.  

“The Mental Health Pathway was set up to streamline the process for anyone needing urgent assistance with their mental health, and aims to make all callers feel supported, understood, and cared for.

“This project has led to a better experience for individuals experiencing mental illness or distress, but also has the added impact of reducing the deployment of frontline services in non-emergencies and easing the demand on emergency services.”

The Mental Health Pathway was developed as a response to actions from the Scottish Government’s Mental Health Strategy 2017-2027, which aims to improve mental health services and outcomes for people in Scotland by providing a comprehensive and integrated approach to mental health.

NHS 24, Police Scotland, and SAS’ partnership went live operationally in 2020, and since then, the project has undergone various evaluation phases and gradual roll-out to thoroughly test processes to ensure patient safety.

2024 has marked a significant milestone for the Mental Health Pathway as over 91% of Police Scotland staff are now trained in the transfer process, with work ongoing to train 100% of applicable staff, secure the pathway as business as usual, and ensure all Police Scotland and SAS staff have awareness of and confidence in transferring mental health callers appropriately.  

Anna is a Senior Charge Nurse in NHS 24’s Mental Health Hub, she explains the benefits to patients: “It is great that patients now come directly through to us if they need urgent assistance with their mental health, as it means that they are not waiting for lengthy periods at A&E which may not be the most suitable place for their needs at that time.

“It is so important that we are providing safe and effective care for all patients, and the development of the Mental Health Pathway means that people are getting the help they need at the right time by right person.”

The collaboration between NHS 24, Police Scotland, and SAS not only has a positive impact on patients. The Mental Health Pathway has also meant that police and ambulance staff are no longer deployed unnecessarily to calls regarding mental health unless there is an immediate threat to life.

This change has meant that staff from these services now have more time to perform their core roles.

Notably, Police Scotland data has recorded that 17,413 officer hours were saved over a ten-month period and 99% of their staff confirmed they felt confident making referrals and using the Mental Health Pathway following their training.

Chief Superintendent Matt Paden leads Police Scotland’s Mental Health Taskforce, he said: “Our work around policing’s response to mental health seeks to reset the parameters of policing’s contribution to a system wide response to ensure people get the compassion, help, and support they need and deserve from those best able to provide it.

“Our colleagues in the Mental Health Taskforce and C3 Division have worked closely with partners in NHS 24 and Scottish Ambulance Service to deliver the Mental Health Pathway over a period of years.

“Their important work demonstrates the benefits of referring those in mental health crisis to services best able to meet their needs. This can provide better outcomes for individuals and communities, better value to the public and enable officers to tackle threat, harm and risk and prevent crime.

“Further development and evaluation will continue, but I am grateful to all of those involved in the successful implementation and delivery of the Mental Health Pathway.”

Catherine Totten, Head of Service for Mental Health and Dementia at the Scottish Ambulance Service (SAS) said: “SAS supports people in mental health crisis and distress 24 hours a day, 365 days of the year, and we are committed to improving the outcomes and experience for these service users.

“The Mental Health Pathway allows us to directly transfer non-emergency callers to mental health trained clinicians in the NHS 24 mental health hub, ensuring those in crisis receive the right care at the right time.”