NHS 24 phone helpline ‘struggling’ to cope with number of calls

A GROWING number of calls to NHS 24 are being “abandoned”, new research has revealed, amid a series of warnings Scotland’s health service is buckling under pressure.

Tens of thousands of people who contacted the helpline for advice over the last four years either hung up, were unable to get through or saw their call cut off – actions resulting in the call being classified as “abandoned”.

And a Freedom of Information probe by the Scottish Conservatives shows the problem is getting worse. In 2016, an average 153 calls a day were cancelled – around 4% of the total – compared with an average of 147 a day the previous year.

In 2008 just 0.9% of calls were classed as “abandoned” and Tory MSP Annie Wells said the Scottish Government must focus on the service, which was created to relieve strain on other parts of the NHS.

“In an organisation the size of NHS 24, it’s understandable that not every call will be connected,” she said. “But these alarming figures show tens of thousands of people are deciding to seek help and advice from nurses, then either giving up because it’s taking too long, or being cut off through no fault of their own.

“Analysis of previous figures also shows the problem getting worse, and some action must be taken to stop this decline.”

She added: “It’s essential everyone who needs help can get it.

“Otherwise, there could be consequences for patient safety and other under-pressure areas of the health service will have to pick up the slack.”

It comes just days after Dr Peter Bennie, chair of the BMA in Scotland, warned funding of the NHS in Scotland was stagnating when it faced “unprecedented challenges”, including an ageing population.

Health Secretary Shona Robison has defended NHS 24, saying improvements were being made.

“Patient safety is a top priority for NHS 24 and they continuously review their call handling to provide the best possible support,” she said.