National day to celebrate work of NHS 24’s call handlers

NHS 24 is highlighting the efforts of the staff who respond to 111 calls, particularly during recent months.

By Neil McGrory, Local Democracy Reporter
Wednesday, 30th September 2020, 3:24 pm
This Friday (October 2) has been dedicated as Call Handler and Call Operator Day
This Friday (October 2) has been dedicated as Call Handler and Call Operator Day

Call handlers and operators are often the first people you speak to when calling 111 and NHS 24 will celebrate their dedication and care by declaring this Friday (October 2) as Call Handler and Call Operator Day.

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Gail MacGregor is head of clinical services at NHS 24’s Cardonald base. She said: “Our colleagues provide an essential role as the gateway to our telephone services. As the initial point of contact, they set the first impression and provide support during some of the most difficult times of our caller’s lives.”

 The 111 service, which provides non-emergency medical advice when GPs are unavailable, has seen call volumes double during the pandemic, with the weekly average going from 30,000 to 60,000.

Chief executive of NHS 24 Angiolina Foster, commented: “Our call handlers and call operators are the lifeblood of NHS 24, and I have enormous respect for the job they do and the professionalism and care they bring to it. I really hope our staff enjoy their richly deserved day in the limelight.”