Kerr hears of NHS 24 improvements

Steven Wiseman died after complaining of flu-like symptoms

The NHS 24 telephone helpline service has told Scotland's health minister lessons have been learned following the deaths of two patients in 2004.

Health Minister Andy Kerr was told on Thursday the service had recruited more staff in a drive to improve care.

The families of Shomi Miah and Steven Wiseman were unhappy with the standard of care they received.

Mr Kerr said the service had undergone a "remarkable transformation" following recent criticism.

The families of Ms Miah, 17, and Mr Wiseman, 30, blamed delays in getting treatment for their deaths.

Its confidence is fragile and we appreciate that, but nonetheless it's doing a remarkably good job Health Minister Andy Kerr

Earlier this year a sheriff said their deaths could have been avoided had they seen a doctor sooner.

Following a joint fatal inquiry, Sheriff James Tierney said the system had failed both patients by not identifying their life-threatening conditions.

After the sheriff's determination, NHS 24 clinical director Dr George Crooks said lessons had been learned.

Call targets

Chairing the service's annual review in South Queensferry, Mr Kerr said there was a need to reassure the public about the service provided by NHS 24, which he said continued to improve.

The minister was told by board chairman Deep Sagar the number of call-backs had dropped from 44% in March 2005 to 11% in June the following year, with a target of single figures in 2007.

In addition, the number of calls answered within 30 seconds stood at 99.6% this June compared with 54% in March 2005.

NHS 24 said it had improved call response times

Mr Kerr said: "When you analyse the organisation, it's perfectly clear that they've made a remarkable transformation.

"I've spoken to nine or 10 frontline patients who've told me stories about how the organisation has responded for them.

"We're never complacent about this service. Its confidence is fragile and we appreciate that, but nonetheless it's doing a remarkably good job.

"That's evidenced from what you heard from the chair today about performance and credit where credit is due."

Mr Kerr said NHS 24's positive attitude was in direct contrast to last year's review.

"If you were here last year, the mood was different," he said.

"The challenge was there and it was a question of can they do it? Well, they've done it and I think it's right to recognise that."