This item was published during the term of a previous administration that ended in April 2007
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NHS 24 performance to be reviewed
24/02/2005
A review of NHS 24 to identify performance improvements and to ensure that it realises its full potential in delivering high quality services for patients was announced today.
First Minister Jack McConnell answered a Parliamentary question from Elaine Murray MSP by saying that the review group would prepare an initial plan setting out actions by the end of May, and a full report by September.
Health Minister Andy Kerr said:
"We want to make sure that all our services give the best possible performance for patients and that patients have confidence in those services.
"NHS 24 has provided a quality service for tens of thousands of callers who use its services every month.
"But as with any new organisation, there are always issues that need to be resolved and improvements that can be made. We know the Board and the management team are keen to tackle these.
"Whilst the vast majority of the service works efficiently and effectively, it is very important that public concerns are addressed - this is an important new national service with a lot of potential and I want the people of Scotland to continue to have confidence in it.
"That's why we have decided to set up this review group which will bring to bear not only clinical and management experience from across the NHS but also the patients' viewpoint.
"We are confident that the review will support NHS 24's own efforts to drive forward performance improvement. I also want to record my thanks to the dedicated and hard-working staff of NHS 24 who are putting an enormous amount of effort into providing a valuable public service."
Owen Clarke, a former chairman of the Scottish Ambulance Service, has agreed to lead the review group. It is also expected to include representatives of service users, NHS Primary Care, GPs, A&E consultants, nursing services, NHS Direct, Call Centre Operators, the Committee of Scottish Medical Directors, the Executive Health Department and NHS24 itself.
The group will produce an agreed report and recommendations for action (including actions for NHS 24, NHS Boards, other partners, and the Health Department) for:
- improving responsiveness of NHS 24 to callers and waiting times for service users
- reducing use of call back
- improving services for patients in remote and rural areas
- providing seamless and effective handover of patients as they move between NHS 24 and its NHS partners
- helping NHS 24 recruit and retain the staff it needs to provide the necessary service