High praise for new virtual A&E service

Almost all patients who sought help through a virtual A&E service would use it again if they needed advice, care or support with their health, a survey has revealed.

NHS Greater Glasgow and Clyde’s Flow Navigation Centre (FNC) provides direct access to emergency care for those who think they might need to go to A&E, but do not have a life-threatening condition.

Patients can access the service through NHS 24 by dialling 111, and they will be given a video or telephone consultation with a nurse or doctor from the comfort of their own home rather than having to travel to Paisley’s Royal Alexandra Hospital or other hospitals in

Glasgow and wait to be seen.

If an in-person exam or treatment is required, they will be given a scheduled appointment at a Minor Injuries Unit (MIU), other appropriate service, or a planned arrival time at A&E.

An automated patient survey asks FNC users for their views immediately after they’ve contacted the service.

Over the past year, 4,226 patients responded to the survey, with 98 per cent saying they would use the service again if they needed advice, care or support with their health.

One parent said the virtual A&E had“made it a lot easier”for their family as one of their children was “examined by a healthcare professional without having to sit in A&E for several hours”.

The virtual A&E was used by more than 20,000 people last year, with less than a fifth going on to attend a physical emergency department.

Ed Pool, lead advanced nurse practitioner and clinical service manager with the Flow Navigation Centre, said:“Our virtual A&E allows thousands of patients to access emergency care without having to attend hospital.

“Pressure on our hospital sites remains at an all-time high but the FNC is having a significant impact as it diverts those who may have otherwise presented at a physical A&E to an appropriate service for their needs.”