NHS 24 warns 111 service is busy over festive public holiday weekends

NHS 24 published guidance on 22 December 2023 warning that the 111 service is very busy over the festive public holiday weekends and that callers may wait longer to be answered. The service covers Scotland, and the guidance sets out alternatives to calling 111 and a step for mobile callers to help prevent disconnection.

The periods named are 22 to 26 December and 30 December to 2 January. NHS 24 says some mobile providers disconnect calls due to network capacity demand, and that NHS 24 does not cut off calls.

The guidance points callers to several alternatives. NHS 24 says people unsure what to do about a health condition should use its symptom checkers first, which it says were created by NHS 24 clinicians to provide advice on what to do next. For calls related to medicines, prescribed or non-prescribed, it points to its guide to accessing medication, and says a local pharmacist may also be able to help and, in some circumstances, can issue a small supply until a GP practice reopens. It also lists a way to find the nearest pharmacy open over the festive weekends. For dental emergencies, it says to visit NHS inform.

For mobile callers, NHS 24 advises switching on WiFi Calling where the phone supports it. It says calls and text messages can be made and received even where there is no mobile network coverage, needing only a phone that supports WiFi Calling and a WiFi connection in Scotland, and that this will help prevent a call being disconnected.

Why it matters for households

The warning covers the two festive public holiday weekends, from 22 December 2023 and again from 30 December 2023 to 2 January. Households in Scotland who rely on the 111 number for non-emergency health advice may find calls take longer to answer during those periods. NHS 24's guidance sets out where else to look for advice, including its symptom checkers, its medication guide, local pharmacists and NHS inform for dental emergencies, and advises mobile callers with WiFi Calling to switch it on to help prevent disconnection. The NHS 111 guide explains what the service can help with and how to use it, and the non-emergency numbers guide covers 101, 105 and NHS 111. The staying informed guide covers keeping in touch in an emergency, and further material sits in the health emergencies and staying informed sections.

What happens next

The guidance was published on 22 December 2023 and applies to the two periods it names, ending 2 January. NHS 24 has not reported any further dates beyond those periods.