Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

News : Nearly a Quarter of NHS 24 Calls Abandoned

#contactcenterworld, @nhs24

Dundee, Scotland, July 17, 2022 -- Nearly a quarter of Scotland's NHS 24 calls are being abandoned before they are answered, new figures show.

Between February and June, 23% of calls to the 111 helpline did not reach an operator before the caller cut off.

The average wait over the same period was about 22 minutes.

The unanswered call rates are similar to those recorded during the winter months and come despite £20m of extra funding for NHS 24 and a new call centre in Dundee.

NHS 24 said it was experiencing "very high call volumes" and said calls could be abandoned for numerous reasons.

These include patients ending the call after hearing the automated options - such as accessing advice from the NHS Inform website or calling 999.

A freedom of information request from Scottish Labour revealed that of the 785,456 calls made to the 111 service in the last five months, 180,940 were abandoned.

Paul O'Kane, the party's public health spokesman, said: "It is clear NHS 24 still cannot cope with the crisis engulfing our NHS.

"Someone looking for help not only faces unanswered calls to NHS 24 but unprecedented waits at A&E, a battle for an appointment with a GP, and record waiting lists for treatment."

The figures revealed the rate of unanswered calls on a monthly basis reached more than a quarter in March (27.5%) and June (27%).

The data also shows the average waiting time when contacting the service was just over 22 minutes in June. This compares to 17.5 minutes in January.

The non-emergency 111 phone number operates an out-of-hours service for non-emergency medical and dental concerns but was expanded to a 24/7 operation during the pandemic.

A new NHS 24 call centre opened in Dundee in January.

The facility was expected to be at full capacity by the end of March with about 140 staff, including call handlers, nurses and mental health nurses.

'Continued high demand'

Janice Houston, director of service delivery at NHS 24, said: "Since the start of the pandemic NHS 24 has rapidly expanded the numbers of staff within our services to support our callers, as well as opening two new centres.

"Continued high demand for the 111 service means that, at times, people have experienced a longer wait time for their calls to be answered."As with all NHS boards, we have a number of staff off sick with Covid. However, our colleagues continue to work tirelessly, with a commitment to deliver safe and effective services 24/7, and answer every call as quickly as possible."

A spokeswoman for the Scottish government said it had increased funding to NHS 24 by over £20 million for additional recruitment and a new call centre in Dundee.

She added: "We will continue to support the service as it expands both its services and workforce."

#contactcenterworld, @nhs24

Posted by Veronica Silva Cusi, news correspondent

About NHS24:
Company LogoNHS 24 is the name of a confidential health advice and information service provided by NHS Scotland. It is the equivalent to the NHS Direct scheme in England and NHS Direct Wales, allowing 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 Practitioner when the practice is next open. It is not intended as a substitute for obtaining an emergency ambulance service via 999.
Company RSS Feed   Company Facebook   Company Twitter   Company Profile Page

Today's Tip of the Day - Spread the Info

Read today's tip or listen to it on podcast.

Published: Tuesday, July 19, 2022

Printer Friendly Version Printer friendly version

2022 Buyers Guide Translation Services

OpsTel Services

Platform Data Transformation
OpsTel is proud to provide our clients with a software automation service that is used to aid in the transition from one platform to another utilizing both speed and accuracy. Whether it is going from premises to premises, premises to cloud, premises to private cloud or even a hybrid deployment; OpsTel has the ability to help cut your transition time so you can focus your efforts on remaining architecture priorities.

We’ve observed conversions as high as 85% - in as little time as 30-minutes - with remaining client specific complex integrations being done by employees or professional services of your choice leveraging our Platform Data Transformation™ solution.

Features include:

(read more)

Tru29 Outsource Solutions Inc.

Back Office Solutions
Although the customer-facing type of tasks is essential to good customer experience, tasks being done in the background is as important.

Tru29 has been providing this type of outsourcing solutions to various businesses across the globe so you can be assured of a reliable and experienced workforce.

About us - in 60 seconds!

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =