John Willock

I trust that these two Recommendations will be fully implemented and that the consequential amendments to Process 18 become operational in the near future.

(i) Call Handlers and Nurse Advisors within NHS 24 should ask open questions of a caller with a view to forming a “holistic view” of the patient’s overall health and wellbeing; (ii) Nurse Advisors within NHS 24 should check the call history of every caller; and (iii) NHS 24 should undertake a review of whether or not it is in the best interests of patients that Nurse Advisors cannot directly access the OOHS’ GP’s records.