Twelve interesting facts you did not know about NHS 24

Are you in pain and need healthcare advice but don’t think you need to go to A&E? Can your ailment not wait until your GP surgery or pharmacy is next open? Then it’s time to call 111 and speak to NHS 24.

NHS 24 is Scotland’s provider of digital health and care services. They provide urgent care advice and mental health support and are available 24 hours a day, seven days a week. The service began operating in May 2002, making it over twenty years old.

In this time, the service has helped millions of people across the country. The Dundee call centre opened in December 2021.

With this, there is so much that people do not know about the service. For example, did you know it is a national health board of the NHS? So, here’s twelve facts you may not know about NHS 24.

1. NHS 24 launched on the 8 May 2002, initially as a pilot project serving 600,000 people across Grampian. It received its first phone call on 2:10pm that day and because of its success, in 2004 it was then expanded to help the entire population of Scotland. This is amazing.

2. NHS 24 manages NHS inform which is Scotland’s only national health information site. It was launched on 23 June 2010. NHS inform helps people who are looking for trusted healthcare information about the ailment they are suffering from.

3. NHS inform ensures extensive health resources are available online free of charge. The site includes online ‘symptom checkers’ where the public can check symptoms and get advice on what to do or who and when to call if they need further advice.

4. The 111 service receives on average around 12,000 calls per month regarding musculoskeletal conditions, such as back pain, twisted ankles and knee problems. Approximately 20% of these calls result in selfcare advice, where the condition can be effectively managed at home without the need to further consult a health professional.

5. NHS 24 has six main contact centres across Scotland. These are situated in Dundee, Glasgow, South Queensferry and Aberdeen. There are also three local centres in partnership with NHS boards. The Dundee call centre is located at Caledonian House on Greenmarket in the city centre.

6. Did you know that NHS 24 currently employ over 1815 members of staff across the country?

7. The telephone number for NHS 24 changed on 29 April 2014 to 111. The new number was easier to remember and is free to call from mobile phones as well as landlines.

8. The Covid-19 line was launched through NHS 24 on 31 January 2020 as a response to the emerging pandemic. This allowed people who were unwell with the virus, but not critical, to receive advice on how to look after themselves and manage their symptoms.

9. Approximately onethird of calls to the 111 service result in safe self-care advice.

10. NHS 24 mental health services are available to everyone in Scotland. The services include listening, offering advice, and guiding you to further help if required. When you phone 111 and choose the mental health option, you’ll be connected to a team of psychological wellbeing practitioners (PWPS). These are specially trained advisors who work in mental health.

11. The NHS 24 Public Partnership Forum and the NHS 24 Youth Forum offer people the opportunity to volunteer to be part of the NHS 24 team. These forums include members of the public who volunteer to get together to help ensure that NHS 24 services are designed with the people who use them in mind.

12. On the 26 March 2022 at 6:12am, the 111 service received its twenty-seven millionth phone call. This shows just how vital the service is to the people of Scotland.

The service makes a huge difference to people across Scotland and is a vital part of the healthcare system. To protect us and the NHS, it’s important the everyone knows how to get the right care, in the right place. It’s important that people are aware that there are other healthcare services available to deal with urgent and out of hours health issues, such as NHS 24’s 111 service and NHS inform, and that accident and emergency departments are not their only option. This will also mean that A&E are able to effectively manage emergency and lifethreatening situations. By using NHS services wisely, we can keep well and get the care we need quickly, safely and as close to home as possible.

NHS 24 Hub Staff