A new report has found that patients using Scotland’s redesigned urgent care services are experiencing shorter waits and better outcomes when directed to care through NHS 24’s 111 service.
The Redesign of Urgent Care initiative, launched in December 2020, aims to ensure patients access the right care in the right place, avoiding unnecessary trips to A&E.
The evaluation highlighted that patients who were given appointments at A&E or minor injuries units via NHS 24 111 often waited less time than those who arrived at A&E without an appointment.
It also noted an increased use of NHS 24 during weekday hours, a reduction in unplanned visits to emergency departments, and fewer ambulance callouts and hospital trips, although multiple factors may have contributed to these changes.
The report recommends several measures to improve the system further, including supporting NHS 24 to reduce call waiting times, boosting the capacity of alternative services available through flow navigation centres, and continuing to educate the public on when to use the 111 service.
Flow navigation centres are a key part of the redesign, helping direct patients to the most suitable healthcare service based on their needs.
The Scottish Government is collaborating with health boards to address the recommendations and drive improvements in how urgent care services are delivered and accessed.
Health Secretary Neil Gray welcomed the report, describing it as a valuable tool for refining the system and improving patient experiences.
Gray expressed encouragement that the evaluation found patient feedback on the redesigned system to be largely positive, particularly for those who secured appointments through NHS 24.
He noted that work is already underway to implement the report’s recommendations, including increasing staffing levels at NHS 24 to manage demand more effectively.
This winter, NHS 24 has a record number of call handlers in place to direct patients to the most appropriate care and reduce unnecessary visits to A&E departments.
Gray also highlighted the ongoing “Right Care Right Place” campaign, which offers guidance to the public on how to access the correct services, urging people to continue following the advice.
Looking ahead, the Scottish Government’s draft budget, if passed by parliament, will allocate a record £21 billion to health and social care, including £200 million specifically aimed at reducing waiting lists and increasing capacity.
Gray emphasised that these investments will help to improve the flow of patients through hospitals, reducing pressures on urgent care services while enhancing the overall efficiency of the system.
He urged parliament to back the Budget Bill to ensure these vital improvements can be implemented.
The redesigned urgent care model continues to evolve, and with ongoing support, the service is poised to deliver faster, more effective care for patients across Scotland.
