Caller waits 3 hours for NHS 24 answer

A PATIENT who called NHS was forced to wait three hours for someone to answer, according to shocking statistics.

The crucial health helpline is being swamped by demand as winter approaches – and half a million patients in the past year have simply abandoned their calls and hung up.

Scots have been urged to contact NHS 24 rather than go to A&E departments which are bursting at the seams amid record waiting times.

However, the latest figures uncovered by the Scottish Liberal Democrats show the hotline is also failing to deal with patients quickly.

In July, nearly 10,000 people waited for more than an hour before a handler picked up. On average, it now takes 19 minutes for a call to be answered – twice as long as two years ago. In one case in July, a patient had to stay on the line for two hours and 58 minutes.

Scottish Lib Dem leader Alex ColeHamilton said it was more evidence of the NHS crumbling under Health Secretary Humza Yousaf.

He said: ‘Waits are through the roof, leaving people in pain and confusion. Clinical staff and call handlers are overwhelmed, demoralised and undervalued.’

A spokesman for Mr Yousaf said: ‘While the opposition often choose to ignore its impact, the pandemic has affected every health service in the UK.

‘NHS 24 works hard to ensure calls are answered as quickly and safely as possible.’