A recent report from the Scottish Government has confirmed that the new service directing patients to the appropriate urgent care service has received mostly positive feedback.
The evaluation of the Redesign of Urgent Care, launched in December 2020, reveals that patients who secured appointments at A&E or minor injuries units via NHS 24 111 experienced shorter wait times compared to those who walked into A&E without an appointment.
The comprehensive report highlights several improvements in healthcare accessibility, including increased use of the NHS 24 111 service during weekday in-hours, a notable reduction in unplanned Emergency Department visits, and fewer ambulance callouts and hospital trips. Various factors are believed to have contributed to these significant changes.
Neil Gray, Scottish Health Secretary, said:
“I welcome this report which gives us some valuable insight into how we can improve the way the health service manages demand for urgent care services. We know there is still work to do, but it is encouraging that this evaluation found patient experience of the Redesign of Urgent Care was largely positive, and that people given appointments experienced shorter waits. I thank all the staff involved in this important piece of work.
“Work is already underway to implement the recommendations of this report, including increasing staff numbers at NHS 24. This winter there are a record number of NHS 24 call handlers available to direct people to the most appropriate care, helping reduce unnecessary A&E attendances. Our Right Care Right Place campaign, launched ahead of winter, is continuing to give guidance to the public on the best way to access services, and I thank everyone who is following that advice.
“The Scottish Government’s draft Budget, if passed by parliament, will provide a record £21 billion for health and social care, including £200 million to reduce waiting lists and improve capacity further. All of this will help to improve the flow of patients through hospital, and reduce pressures on urgent care. I urge parliament to back the Budget Bill.”
To further enhance the service, the report recommends several key actions. These include supporting NHS 24 to minimize call waiting times, expanding the availability and capacity of alternative services through flow navigation centres that guide individuals to the most suitable care for their health needs, and continuing public education on when to use the 111 service.
The Scottish Government is actively collaborating with health boards to drive improvements in healthcare access, ensuring that patients receive timely and appropriate care.
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