Apology as demand for

NHS Fife says sorry after ‘unprecedented’ response for bookings overwhelms dedicated phone service for appointments

NHS Fife has been forced to apologise after it was unable to cope with the demand from vulnerable patients looking to book flu jab appointments.

A dedicated phone line was jammed by thousands of people trying to book immunisations after letters were sent out urging them to get in touch.

Many wereleftwithout appointments, despite spending several days attempting to get through.

The health board said its systems and processes had not been adequate to deal with the unprecedented response and admitted it should have been better prepared.

It has asked people to hold off calling for now and to try again next week when call handling capacity will be increased.

The Covid-19 pandemic has brought about changes to the way this year’s flu vaccination programme is delivered across Scotland, with appointments managed by health boards rather than GP practices.

People in “at risk” groups have received letters asking them to call to book appointments at hubs set up at community venues across Fife.

Many said they had tried phoning over and over again and failed to get a response.

One man in his 70s, with type-2 diabetes, said he had been trying to get through since receiving his letter last week.

“A call to the number gets a recorded message every time which states ‘we are currently receiving high call volumes’ then the call is immediately terminated or, if you’re lucky, a further message states “call again later” and the call is terminated,” he said.

“I would expect the percentage take-up of flu jabs will drop considerably from previous years where the service was provided at people’s own GP practice.”

NHS Fife chief executive Carol Potter said the service was aware many people had experienced difficulties.

“We are very sorry that our systems and processes have not been adequate and effective enough to deal with the demand and would want to reassure the public of Fife that we are taking steps to rectify this,” she said.

“We accept that on this occasion our planning was not sufficient and we should have been better prepared to deal with the level of calls experienced.

“We appreciate this has caused understandable anxiety for some members of the public and we would like to offer our sincere apologies to those affected.

“We also want to thank local people for the understanding shown thus far and ask for their continued patience in the coming days.”

A large number of clinics have been planned at 90 venues across Fife in the coming weeks and Ms Potter said there was no shortage of available appointments.

“All of those who are eligible to receive their flu jab will have the opportunity to do so ahead of the flu season.

“We would encourage members of the public to hold off calling if they cannot get through immediately in the next few days and to try again next week when we will have increased our callhandling capacity.”

NHS Fife said moving to larger venues was essential to manage the anticipated rise in demand for flu jabs locally and ensure appropriate physical distancing and infection prevention methods could be put in place.

People with a health condition, those over 65, pregnant women, healthcare workers and carers are eligible for the vaccine in Scotland, along with primary school children and children with a health condition.

The Scottish Government has said the vaccine will be extended to people aged 55 to 64 after the priority groups.

We accept that on this occasion our planning was not sufficient. CAROL POTTER NHS FIFE