NHS 24

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NHS 24 is the name of a confidential health advice and information service provided by NHS Scotland. It allows people who feel unwell or those caring for them to obtain advice if it is not convenient or possible to wait until they can visit their general practictioner when the practice is next open. It is not intended as a substitute for obtaining an emergency ambulance service via 999. The service it provides fulfils some similar functions to NHS Direct Wales and the NHS 111 scheme in England.

Using NHS 24[edit]

The service can be used in more than one way:

Self-Help Guide (Internet)[edit]

This enables advice to be obtained without a consultation by answering a series of questions after accessing the main http://www.nhs24.com/ web page and selecting the NHS Self-help guide option. Users will be given one of three final results :

  • Self-Care, if it is safe to manage the problem at home
  • Call NHS 24, if it is necessary to speak to a member of NHS 24 staff for further advice
  • Dial 999, if the problem requires the use of an ambulance service

Since 2005 the NHS 24 Internet service has included access to information from a NHS Health Encyclopaedia,[1] giving information on illnesses, conditions, tests and treatment and to pharmacy opening times throughout Scotland. The information that is made available via this internet service is used under licence from the UK Department of Health.

Telephone[edit]

111 is the current, normal telephone number for most callers who are able to use a telephone without difficulty. This number, already in use for similar services in England, is free to call from mobile phones as well as landlines, and was adopted in April 2014 to replace the old number, 08454 24 24 24 which is being phased out.[2][3]

A translation service[4] is provided for a number of languages for which leaflets are issued which instruct callers to tell the NHS 24 staff :

"I am [nationality described in English], I do not speak English."

18001 08454 24 24 24

This number is used for callers who have to use a Textphone.

At the end of the consultation, NHS 24 will contact the Scottish Ambulance Service if necessary.

Instructions for use of the service by people who do not speak English are available on the website[5] or in paper form by calling 0141 435 3901.

History[edit]

NHS 24 is a Special Health Board which was established on 6th April 2001[6] under the NHS 24 (Scotland) Order 2001, although the overall aims for Health Boards are defined by the NHS (Scotland) Act 1978 and subsequent legislation.[7]

The service launched in 2002, with the first contact centre in Aberdeen using around 60 nurse to provide advice to callers from the Grampian area, before the service was rolled out to other areas in the North of Scotland.[8]

The algorithms used by the NHS24 call handlers in 2004 were purchased under licence from an American company but these weren’t divulged to other clinicians working in the health service due to clauses in the commercial agreement.[9]

Organisation[edit]

A management board has responsibility for the running of the organisation.[10]

References[edit]

  1. ^ "NHS 24: Report on the 2005/6 Audit". Audit Scotland. 31 March 2007. Retrieved 29 July 2014. 
  2. ^ "New 111 telephone number". NHS 24. 2014-04-29. Archived from the original on 2014-04-29. 
  3. ^ "New 111 freephone number for NHS 24 helpline". BBC News. 2014-04-29. Archived from the original on 2014-04-29. 
  4. ^ "Language Line". NHS 24. Archived from the original on 2011-10-27. 
  5. ^ "Other languages". NHS 24. Archived from the original on 2011-10-11. 
  6. ^ "Press: Background". NHS24. 22 April 2010. Retrieved 27 September 2014. 
  7. ^ "NHS 24: Management statement". NHS24. Retrieved 27 September 2014. 
  8. ^ "NHS 24 goes live". Scottish Government. 26 August 2002. Retrieved 29 July 2014. 
  9. ^ "Prognosis for NHS24 is that it will simply waste away". The Scotsman. 2 May 2004. Retrieved 10 October 2014. 
  10. ^ "NHS 24 board". NHS 24. Retrieved 16 June 2014. 

External links[edit]