NHS 24 have robust practices in place to ensure patient safety is paramount and that the appropriate procedures are in place for assessing risk.

Scottish Government monitor the performance of NHS 24 and regularly engage with the service to discuss performance related issues. NHS 24 is required to escalate any concerns about patient safety to the Scottish Government immediately, in line with agreed protocols.

The Scottish Government does not hold this information.

The Scottish Government is confident that NHS 24 adheres to robust clinical protocols, including regular clinical audits and staff training, to ensure that patients requiring care beyond the 111 service receive appropriate advice and follow-up support. The Scottish Government monitors these processes through regular engagement with NHS 24.

Information on the cancellation of adult social care packages is not held centrally.

The Scottish Government does not hold this information.

(a) Data on the number of adult social care packages which have been initiated is not held centrally.

Numbers of new personal care clients were previously collected and published annually until 2022-23. Data was based on one quarter of data (January to March), each year and was available at local authority (LA) level, although not all LAs were able to provide the information:

Social care: eligibility criteria and waiting times Scotland 2022-2023 - gov.scot.

Due to difficulties faced by LAs in providing the data requested, including issues with consistency and comprehensiveness, this data collection has been paused while SG work with Public Health Scotland to explore ways to obtain more robust data.

(b) Data on adult social care packages which have been cancelled is not held centrally.

The Scottish Government does not hold this information.

The Scottish Government continues to invest in and support NHS 24 as a vital part of Scotland’s health and care system. Over the past two financial years, NHS 24 has received more than £26.9 million in additional funding to increase its capacity and improve patient access.

More than 100 new call handlers have been recruited, bringing staffing close to full levels to reduce handling times and manage demand.

Additionally, NHS 24 launched its digital transformation programme on 21 October 2025 to modernise services, improve patient experience, streamline clinical pathways, and ensure faster access to appropriate care.

The Scottish Government does not hold this information.

NHS 24 operate under clear, evidence-based clinical protocols that are designed to safeguard patient safety and ensure timely access to care. These include a structured triage system, clinical decision support tools, and escalation pathways for urgent or complex cases, which apply equally to repeat callers.

The Scottish Government monitors compliance with these protocols and expects NHS 24 to adhere to them rigorously. Detailed information on specific guidance may be obtained from NHS 24.