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