Publication - Research and analysis

Health - redesign of urgent care: evaluation - technical report

Published: 15 January 2025
From: Cabinet Secretary for Health and Social Care
Directorate: Chief Operating Officer, NHS Scotland Directorate
Topic: Health and social care
ISBN: 9781836911654

Technical report to support the redesign of urgent care evaluation main report.

8 Patient Survey Results Tables

Please note: the counts (‘Number’) presented in these frequency tables are weighted counts, with the exception of the number of services contacted in addition to NHS 24 111 and caller type (Tables 46 and 47). Please note where weighting is applied, the total counts will not add up to the same number as the number of respondents (662) due to the weighting scheme applied. Unless stated otherwise, respondents were invited to answer all questions in the patient survey. If any of the response options had fewer than 5 responses (based on unweighted counts) the weighted counts have been suppressed and replaced with an asterisk (*). Further suppression considerations were also applied if necessary (i.e., if only one response category had fewer than five responses, the next highest response category was also suppressed to prevent potential identification).

Table 1: How respondents learned that NHS 24 111 should be contacted first when needing urgent care
Q1 Thinking back before you made the call, how did you learn about contacting NHS 24 111 when you needed urgent care? (Select ALL that apply)	Number	Percentage
Leaflet or Television advert	134	20.5%
Social media (e.g. Facebook, YouTube, Instagram)	40	6.1%
NHS Inform online service	177	27.1%
Another website	11	1.6%
Friend / relative	250	38.3%
A health professional (e.g. General Practice / health visitor / pharmacist)	207	31.7%
Health service telephone message	40	6.1%
Don’t know / Can’t remember	68	10.3%
Other (please write in)	67	10.3%
Total	653	100.0%

Table 2: Whether NHS 24 111 was the first service contacted for help
Q2 Was NHS 24 111 the first service you contacted for help?	Number	Percentage
Yes	498	75.9%
No	159	24.1%
Total	656	100.0%

Table 3: Main reason for calling NHS 24 111 answered by those who contacted NHS 24 111 first
Q3 What was the MAIN reason you called NHS 24 111 rather than contacting or going to another urgent care service (such as A&E or Minor Injuries Unit)? (Select ONE only) N.B Answered by those who made contact with NHS 24 111 first, before another service.	Number	Percentage
I thought that NHS 24 111 would be the easiest service to access	44	9.0%
I thought that NHS 24 111 was the most suitable service for this health concern	115	23.8%
I needed help out-of-hours	150	31.1%
I heard that NHS 24 111 should be contacted first to access urgent care when it’s not an emergency	95	19.8%
My General Practice is often too busy to get a same-day appointment	*	*
I am not registered with a General Practice	*	*
I thought it would take too long to be seen at A&E or a Minor Injuries Unit	14	2.8%
I wanted to have a booked appointment at A&E or at a Minor Injuries Unit	37	7.6%
Don’t know / can’t remember	*	*
Other (please write in)	16	3.2%
Total Responses	483	100.0%

Table 4: Service or health professional contacted before calling NHS 24 111 answered by those who contacted another service before calling NHS 24 111
Q4 Before calling NHS 24 111, where did you go, or who did you contact for help? (Select ALL that apply) N.B Answered by those who contacted another service before their call to NHS 24 111	Number	Percentage
999 Ambulance service	6	3.9%
Accident and Emergency (A&E) Department	5	3.3%
Minor Injuries unit	10	6.1%
General Practice	125	79.0%
Pharmacist / chemist	23	14.6%
Mental health services	*	*
Another health professional (such as a midwife / health visitor / dentist / optician)	4	2.8%
NHS Inform online service	15	9.5%
Another online health website	*	*
Another service	5	3.2%
Total Responses	159	100.0%

Table 5: Main reason for contacting NHS 24 111 answered by those who contacted another service before contacting NHS 24 111
Q5 What was the MAIN reason for calling NHS 24 111 following your contact with this service(s)? (Select ONE only) N.B Answered by those who contacted another service before their call to NHS 24 111	Number	Percentage
The service(s) referred me to NHS 24 111 or advised me to call 111	75	50.6%
My General Practice is often too busy to get a same-day appointment	21	14.0%
I am not registered with a General Practice	*	*
I thought it would take too long to be seen at A&E or a Minor Injuries Unit	*	*
My condition got worse	22	14.9%
I wasn’t satisfied with the help I received	12	7.9%
A different reason	11	7.7%
Total Responses	148	100.0%

Table 6: Previous contact with NHS 24 111 about the same health concern or something related to it
Q6 Before your most recent call, had you previously contacted NHS 24 111 about the same health concern or something related to it?	Number	Percentage
Yes, within the same 24 hours	22	3.4%
Yes, within the previous week	21	3.3%
Yes, between one week and one month earlier	33	5.0%
Yes, more than a month earlier	45	6.9%
No	511	77.7%
Don't know / can't remember	24	3.7%
Total Responses	658	100.0%

Table 7: Length of time waiting before speaking to someone at NHS 24 111
Q7 How do you feel about the length of time you waited before speaking to someone?	Number	Percentage
I did not have to wait	64	9.7%
I had to wait, but not for long	344	52.1%
I had to wait a bit too long	163	24.6%
I had to wait much too long	77	11.6%
Don't know / can't remember	13	1.9%
Total Responses	660	100.0%

Table 8: Whether the person at NHS 24 111 listened carefully
Q8_1 Thinking about the person that you spoke with, did they...listen carefully to what you had to say?	Number	Percentage
Yes, definitely	565	86.2%
Yes, to some extent	79	12.1%
No	11	1.7%
Total Responses	655	100.0%

Table 9: Whether the person at NHS 24 111 answered questions in a way respondents could understand
Q8_2 Thinking about the person that you spoke with, did they...answer your questions in a way you could understand?	Number	Percentage
Yes, definitely	557	87.0%
Yes, to some extent	67	10.4%
No	17	2.6%
Total Responses	640	100.0%

Table 10: Confidence and trust in person spoke with at NHS 24 111
Q9 Did you have confidence and trust in the person that you spoke with?	Number	Percentage
Yes, definitely	503	75.9%
Yes, to some extent	124	18.7%
No	*	*
Don’t know / can’t remember	*	*
Total Responses	663	100.0%

Table 11: Action or advice received from NHS 24 111
Q10 At the end of the call, what action or advice did you receive from NHS 24 111?	Number	Percentage
An ambulance was sent out	50	7.9%
My call was transferred to 999	*	*
I was advised to go to an A&E Department	208	32.5%
I was told I would get a call back	180	28.2%
My call was transferred to an out of hours service	77	12.1%
I was given advice on how to look after the health concern myself (such as accessing NHS Inform)	19	2.9%
I was advised to contact my General Practice	40	6.3%
I was advised to contact a pharmacist	7	1.0%
I was advised to contact a health professional (such as a dentist/ optician/ midwife)	*	*
Other	46	7.2%
Don't know / can't remember	5	0.8%
Total Responses	639	100.0%

Table 12: Level of agreement with action or advice given by NHS 24 111
Q11 Did you agree with the action or advice given by NHS 24 111?	Number	Percentage
Yes, definitely	514	77.7%
Yes, to some extent	117	17.6%
No	31	4.7%
Total Responses	662	100.0%

Table 13: Whether action or advice given by NHS 24 111 was followed
Q12 Did you follow the action or advice given by NHS 24 111?	Number	Percentage
Yes, all of it	614	92.7%
Yes, some of it	34	5.1%
No	*	*
Don't know / can't remember	*	*
Total Responses	662	100.0%

Table 14: Reason for not following all, or any, of the advice by NHS 24 111 answered by those who followed some or none of the advice.
Q13 If you did not follow all, or any, of the advice, why was this? N.B Answered by those who followed some or none of the advice given by NHS 24 111	Number	Percentage
I did not agree with the advice / I thought the advice was wrong	8	18.6%
My condition changed (improved or worsened)	13	29.9%
I did not understand the advice	*	*
I tried to follow the advice, but it did not work	11	24.8%
I was unable to follow the advice	7	14.6%
Other	*	*
Total Responses	45	100.0%

Table 15: Healthcare professional called back after call to NHS 24 111
Q14 After your call to NHS 24 111, did a healthcare professional call you back to discuss your health concern? (This would have been a phone/video consultation).	Number	Percentage
Yes, I received a call back	387	59.3%
No, but I was expecting to be called back	18	2.7%
No, I contacted / visited another urgent care service before I received a call back	16	2.4%
No, but I was not expecting to be called back	233	35.7%
Total Responses	653	100.0%

Table 16: Action taken when respondents did not receive a call back, answered by those who were expecting a call back but did not get one
Q15 When you did not receive a call back, what did you do next? N.B Answered by those who were expecting a call back, but did not get one	Number	Percentage
I called 999 Ambulance Service	*	*
I called NHS 24 111	*	*
I went to an A&E Department	5	22.5%
I went to a Minor Injuries Unit	*	*
I contacted my General Practice	*	*
I contacted another health professional (such as a dentist / optician / midwife)	*	*
I contacted a pharmacist / chemist	*	*
Nothing, I did not contact any other service	6	30.3%
Total Responses	20	100.0%

Table 17: Main reason for contacting or attending another service before health professional called back answered by those who contacted another urgent care service before receiving their call back
Q16 What was the MAIN reason for contacting or attending another service before a health professional called you back? N.B Answered by those who contacted another urgent care service before receiving their call back from NHS 24 111	Number	Percentage
It was taking too long for someone to call me back	*	*
My condition changed (improved or worsened)	7	37.4%
A different reason	*	*
Total Responses	18	100.0%

Table 18: Length of time waiting for a call back answered by those who received a call back
Q17 How do you feel about the length of time you waited after calling NHS 24 111 before a health professional called you back? N.B. Answered by those who received a call back	Number	Percentage
I did not have to wait	39	10.4%
I had to wait, but not for long	260	69.1%
I had to wait a bit too long	49	12.9%
I had to wait much too long	*	*
Don’t know / can’t remember	*	*
Total Responses	376	100.0%

Table 19: Whether the health professional seemed like the right person to speak to answered by those who received a call back
Q18_1 Thinking about the person you spoke with, did they...seem like the right person to speak to? N.B. Answered by those who received a call back	Number	Percentage
Yes, definitely	317	84.3%
Yes, to some extent	*	*
No	*	*
Total Responses	376	100.0%

Table 20: Whether the health professional listened carefully answered by those who received a call back
Q18_2 Thinking about the person you spoke with, did they...listen carefully to what you had to say? N.B. Answered by those who received a call back	Number	Percentage
Yes, definitely	320	88.5%
Yes, to some extent	*	*
No	*	*
Total Responses	361	100.0%

Table 21: Whether the health professional involved respondents as much as they wanted in decisions about their care by those who received a call back
Q18_3 Thinking about the person you spoke with, did they...involve you as much as you wanted to be in decisions about your care? N.B. Answered by those who received a call back	Number	Percentage
Yes, definitely	310	86.8%
Yes, to some extent	36	10.0%
No	11	3.2%
Total Responses	357	100.0%

Table 22: Whether the health professional answered questions in a way respondent could understand answered by those who received a call back
Q18_4 Thinking about the person you spoke with, did they...answer your questions in a way you could understand? N.B. Answered by those who received a call back	Number	Percentage
Yes, definitely	326	90.6%
Yes, to some extent	29	7.9%
No	5	1.5%
Total Responses	360	100.0%

Table 23: The action or advice received from the health professional answered by those who received a call back
Q19 At the end of the phone / video consultation, what action or advice did you receive? N.B. Answered by those who received a call back	Number	Percentage
An ambulance was sent out	22	5.8%
My call was transferred to 999	*	*
I was advised to go to an A&E Department / an appointment was booked at A&E	83	22.2%
An appointment was booked at a Minor Injuries Unit	119	31.6%
I was advised to go to a Minor Injuries Unit, but an appointment was not booked	11	2.9%
My call was transferred to an out of hours service	37	10.0%
I was advised a healthcare professional such as a doctor or nurse would be sent to me	*	*
An appointment was booked at an outpatient clinic (such as same day emergency care or ambulatory care)	25	6.6%
I was given advice on how to look after the health concern myself (such as accessing NHS Inform)	36	9.6%
I was advised to contact my General Practice	23	6.1%
I was told to see a pharmacist	*	*
Other	12	3.1%
Total Responses	376	100.0%

Table 24: Whether the health professional took personal circumstances into account when giving action or advice, answered by those who received a call back from a health professional
Q20 Did the health professional take your personal circumstances into account when giving you this action or advice? (such as the timing of an appointment or if you would be able to get to the advised location) N.B. Answered by those who received a call back	Number	Percentage
Yes, definitely	269	71.0%
Yes, to some extent	49	12.8%
No	23	6.1%
This was not necessary	38	10.0%
Total Responses	379	100.0%

Table 25: Whether or not advice was followed by those who received a call back from a health professional
Q21 Did you follow the advice given by the health professional on the phone/video consultation? N.B. Answered by those who received a call back	Number	Percentage
Yes, all of it	351	93.9%
Yes, some of it	16	4.3%
No	*	*
Don’t know / can’t remember	*	*
Total Responses	374	100.0%

Table 26: Reasons for not following all, or any of the advice answered by those who received a call back by a health professional
Q22 If you did not follow all, or any, of the advice, why was this? N.B. Answered by those who received a call back followed only some or none of the advice given by the health professional	Number	Percentage
I did not agree with the advice / I thought the advice was wrong	*	*
My condition changed (improved or worsened)	10	44.6%
I did not understand the advice	*	*
I tried to follow the advice, but it did not work	*	*
I was unable to follow the advice	*	*
Other	*	*
Total Responses	24	100.0%

Table 27: Attendance at A&E or MIU
Q23 Did you go to an Accident and Emergency (A&E) Department or a Minor Injuries Unit? (If you went to both, please think about the first one you went to)	Number	Percentage
Yes, an A&E Department	266	41.5%
Yes, a Minor Injuries Unit	193	30.2%
No, I did not go to an A&E or a Minor Injuries Unit	182	28.3%
Total Responses	641	100.0%

Table 28: Main reason for attending A&E or MIU answered by those who went to A&E or MIU
Q24 What was the MAIN reason for attending this service? (Select ONE only) N.B Answered by those who went to an A&E department or a Minor Injuries Unit	Number	Percentage
An ambulance took me there	42	9.3%
An appointment was booked for me	186	41.1%
I was advised to go to an A&E or a Minor Injuries Unit	187	41.3%
I was told I would receive a call back, but it took too long so I decided to go to A&E or Minor Injuries Unit	4	1%
I was not satisfied with the help I had already received	4	0.9%
My General Practice is often too busy to get a same-day appointment	4	0.9%
I am not registered with a General Practice	*	*
My condition got worse	16	3.5%
A different reason	9	1.9%
Total Responses	453	100.0%

Table 29: Length of time waiting to be seen of those who attended A&E or MIU
Q25 How do you feel about the length of time you waited to be seen? N.B Answered by those who went to an A&E department or a Minor Injuries Unit	Number	Percentage
I did not have to wait	80	17.4%
I had to wait but not for long	226	48.9%
I had to wait a bit too long	84	18.2%
I had to wait much too long	*	*
Don’t know / can’t remember	*	*
Total Responses	462	100.0%

Table 30: How long the visit to A&E or MIU lasted answered by those who went to A&E or MIU
Q26 Overall, how long did your visit to A&E or the Minor Injuries Unit last? N.B Answered by those who went to an A&E department or a Minor Injuries Unit	Number	Percentage
Up to 1 hour	142	31.0%
More than 1 hour but no more than 2 hours	82	17.8%
More than 2 hours but no more than 4 hours	83	18.1%
More than 4 hours but no more than 6 hours	63	13.7%
More than 6 hours but no more than 10 hours	51	11.2%
More than 10 hours	27	5.9%
Don’t know / can’t remember	11	2.4%
Total Responses	460	100.0%

Table 31: Whether respondents had contact with any other health professional or service after calling NHS 24 111
Q27 Did you have contact with any other health professional or service after calling 111? (If you contacted more than one service, please think about the first one)	Number	Percentage
Yes, the 999 Ambulance Service	23	3.7%
Yes, an out-of-hours Primary Care appointment	42	6.8%
Yes, a General Practice appointment in working hours	86	13.6%
Yes, a pharmacist	12	2.0%
Yes, mental health services	9	1.5%
Yes, a midwife / health visitor	*	*
Yes, a dentist	*	*
Yes, an optician	*	*
Yes, another health professional	44	6.9%
No, I did not contact any other health professionals or services	399	63.6%
Total Responses	628	100.0%

Table 32: Main reason for contacting another service or health professional answered by those who had contact with any other health professional or service
Q28 What was your MAIN reason for contact with this service or health professional? (Select ONE only) N.B. Answered by those who had contact with any other health professional or service	Number	Percentage
I was referred to this service or an appointment was booked for me	90	38.8%
I was advised to contact this healthcare professional or service	58	24.9%
I was not satisfied with the help I had already received	16	7.0%
I wanted another opinion	*	*
I am not registered with a General Practice	*	*
My health concern changed (worsened or improved)	40	17.0%
A different reason	21	8.9%
Total Responses	232	100.0%

Table 33: Whether the help needed for health concern from service or health professional was received answered by those who had contact with any other health professional or service
Q29 Did you get the help you needed for your health concern from this service or health professional? N.B. Answered by those who had contact with any other health professional or service	Number	Percentage
Yes, definitely	151	62.9%
Yes, to some extent	60	24.9%
No	*	*
Don't know / can't remember	*	*
Total Responses	240	100.0%

Table 34: Number of different services or people contacted to get most appropriate care for their health concern
Q30 How do you feel about the number of different services or people you contacted, to get the most appropriate care or advice for your health concern?	Number	Percentage
It was too many	93	14.3%
It was about right	505	78.0%
It was too few	16	2.5%
Don't know / can't remember	33	5.1%
Total Responses	647	100.0%

Table 35: Whether urgent care services worked well together
Q31 If you had contact with more than one urgent care service, did the different services work well together?	Number	Percentage
Yes, definitely	220	34.7%
Yes, to some extent	126	19.8%
No	65	10.2%
I only had contact with one service	206	32.5%
Don't know / can't remember	18	2.8%
Total Responses	635	100.0%

Table 36: Length of time it took to get the most appropriate urgent care or advice
Q32 Overall, how do you feel about the length of time it took to get the most appropriate urgent care or advice for your health concern?	Number	Percentage
It took too long	180	27.8%
It was about right	304	47.1%
It was quicker than expected	132	20.5%
Not sure	30	4.6%
Total Responses	646	100.0%

Table 37: Overall rating for experience of urgent care services
Q33 Thinking about your contact with urgent care services from start to finish, overall ... (please pick a number from 0 to 10)	Number	Percentage
0 - I had a very poor experience	17	2.7%
1	8	1.3%
2	9	1.4%
3	26	4.1%
4	22	3.4%
5	42	6.6%
6	24	3.7%
7	70	10.9%
8	126	19.7%
9	101	15.7%
10 - I had a very good experience	195	30.4%
Total Responses	641	100.0%

Table 38: Rating of health following access to urgent care
Q34 How would you rate your health now as a result of accessing urgent care services?	Number	Percentage
Much better	363	56.1%
A little better	139	21.6%
The same	118	18.2%
A little worse	18	2.7%
Much worse	9	1.4%
Total Responses	647	100.0%

Table 39: Whether respondent would contact NHS 24 111 if they had the same health concern at the same time of day or night in the future
Q35 If you had the same health concern at the same time of day or night in the future, would you call NHS 24 111 to access urgent care?	Number	Percentage
Yes, definitely	428	66.2%
Yes, maybe	97	14.9%
No	62	9.6%
Don't know	15	2.3%
Not applicable (e.g. I would feel confident about what to do myself or I have been told to access another service directly)	45	7.0%
Total Responses	647	100.0%

Table 40: Further contact with any health service for the same health concern during the seven days after the call was made to NHS 24 111
Q36 During the seven days AFTER the call was made to NHS 24 111 did you have further contact with any health service for the same health concern?	Number	Percentage
Yes	226	35.1%
No	417	64.9%
Total Responses	643	100.0%

Table 41: What healthcare professional(s) or service(s) was contacted answered by those who had further contact with a health service for the same health concern in the seven days after the call was made to NHS 24 111
Q37 Which healthcare professional(s) or service(s) did you contact? (Select ALL that apply) N.B. Answered by those who had further contact with a health service for the same health concern in the seven days after the call was made to NHS 24 111	Number	Percentage
999 Ambulance service	8	3.7%
NHS 24 111	11	4.7%
A&E Department	32	14.4%
Minor Injuries Unit	14	6.4%
General Practice in working hours	139	61.8%
Primary Care out-of-hours service	*	*
Outpatient clinic (such as same day emergency care or ambulatory care)	25	10.9%
Pharmacist / chemist	18	8.2%
Mental health services	*	*
Other health professional (such as midwife / Health visitor / dentist / optician)	17	7.5%
Other	34	15.0%
Total Responses	225	100.0%

Tables 42 to 45: Patient reported experience, by NHS 24 endpoint - Positive scores.

Please note: The significance test^[14] is run on the positive scores^[15] between the sample overall and the individual breakdowns. Where an arrow pointing upwards or downwards is included, it means the breakdown score is significantly better (upwards arrow) or worse (downwards arrow) compared to the equivalent score for the sample overall with a 95% confidence interval. The base sizes in the tables (e.g., comparator group n = 662), refers to the total number of eligible respondents for each group but do not account for the potential for some respondents to skip questions, meaning the actual number of responses to a question is likely to be marginally lower.

Where there are less than 11 responses to a question, the respective scores are suppressed and replaced with an asterisk (*).

Note that there were none or too few respondents who had one of the following NHS recorded endpoints for comparisons to be made by these groups: contact midwife, contact optician, dental, distress brief intervention, other professional, pharmacy, pre-prioritised or not assigned.

Table 42: Patient experience questions for NHS 24 111
Group	Did not have to wait, or had to wait but not for long, before speaking to someone at NHS 24	NHS 24 call handler definitely listened carefully to what they had to say	NHS 24 call handler definitely answered their questions in a way they could understand	Definitely had confidence and trust in the NHS 24 call handler
Comparator (overall) (n = 662)	63%	86%	87%	76%
Contact GP practice (n = 74)	56%	76%	80%	63%
GP telephone advice (n = 16)	58%	70%	66%	46%
Home visit (n = 14)	56%	80%	84%	54%
Urgent Care Centre (n = 102)	50%	80%	82%	67%
999 (n = 50)	67%	84%	85%	75%
A&E/MIU (n = 108)	70%	92%	91%	86%
FNC (n = 258)	68%	91%	92%	84%
Self-care (n = 31)	64%	82%	81%	79%

Table 43: Patient experience questions for FNC
Group	Did not have to wait, or had to wait but not for long, for a call back	Health professional definitely seemed like the right person to speak to	Health professional definitely listened carefully to what they had to say	Health professional definitely involved them as much as they wanted to be in decisions about their care	Health professional definitely answered their questions in a way they could understand	Health professional definitely took their personal circumstances into account when giving action/advice
Comparator (overall) (n = 662)	80%	84%	89%	87%	91%	79%
Contact GP practice (n = 74)	64%	88%	89%	81%	85%	80%
GP telephone advice (n = 16)	*	*	*	*	*	*
Home visit (n = 14)	*	*	*	*	*	*
Urgent Care Centre (n = 102)	74%	76%	84%	83%	88%	77%
999 (n = 50)	100%	97%	97%	97%	93%	79%
A&E/MIU (n = 108)	83%	92%	97%	91%	94%	84%
FNC (n = 258)	82%	88%	90%	89%	93%	81%
Self-care (n = 31)	86%	74%	86%	86%	91%	82%

Table 44: Patient experience questions for A&E/Minor Injuries and other urgent care services
Group	Did not have to wait, or had to wait but not for long, to be seen at A&E/MIU	Definitely got the help they needed from the service or health professional
Comparator (overall) (n = 662)	67%	63%
Contact GP practice (n = 74)	35%	49%
GP telephone advice (n = 16)	65%	*
Home visit (n = 14)	*	*
Urgent Care Centre (n = 102)	67%	63%
999 (n = 50)	82%	82%
A&E/MIU (n = 108)	53%	67%
FNC (n = 258)	73%	65%
Self-care (n = 31)	82%	87%

Table 45: Patient experience questions for overall experience with urgent care services
Group	Number of different services contacted to get the most appropriate care or advice was about right	Urgent care services definitely worked well together	Length of time to get the most appropriate urgent care was about right, or was quicker than expected	Overall, respondents rated their experience 8 or more out of 10	Definitely call NHS 24 if had the same health concern at the same time of day/night in the future
Comparator (overall) (n = 662)	82%	54%	71%	66%	73%
Contact GP practice (n = 74)	51%	34%	56%	46%	54%
GP telephone advice (n = 16)	75%	*	52%	52%	35%
Home visit (n = 14)	85%	*	71%	46%	71%
Urgent Care Centre (n = 102)	76%	49%	63%	55%	75%
999 (n = 50)	89%	79%	85%	81%	63%
A&E/MIU (n = 108)	89%	50%	73%	64%	75%
FNC (n = 258)	91%	61%	75%	75%	81%
Self-care (n = 31)	73%	57%	80%	82%	72%

Table 46: Number of services contacted in addition to NHS 24
Number of services contacted in addition to NHS 24	Number	Percentage
No additional services contacted	33	5.0%
Contacted 1 additional service	196	29.6%
Contacted 2 additional services	299	45.2%
Contacted 3 additional services	117	17.7%
Contacted 4 additional services	17	2.6%
Total	662	100.0%

Table 47: Caller type
Caller type	Number	Percentage
NHS 24 111 contacted for self	427	64.5%
NHS 24 111 contacted on behalf of a child	104	15.7%
NHS 24 111 contacted on behalf of another adult	131	19.8%
Total	662	100%

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Information

8 Patient Survey Results Tables

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