NHS 24, Scotland’s main urgent care service accessed by over five million people, has completed a major upgrade to its technology systems aimed at improving patient access and staff efficiency without interrupting service availability. The transformation addresses long-standing challenges posed by an outdated core system nearly a decade old, with supplier contracts set to expire by 2023.
Recognizing that a simple replacement of the existing technology would only replicate previous issues, NHS 24 opted for a comprehensive overhaul to rethink how services operate. The consultancy Resulting IT supported the project by replacing systems used by NHS workers to handle calls, access patient data, and determine appropriate care pathways. The upgrade also introduced enhanced data analysis capabilities and brought IT support functions in-house.
Given NHS 24’s continuous operation—24 hours a day, 365 days a year—the upgrade was carefully managed to avoid any downtime or compromise to clinical safety and public confidence. The project team emphasized learning from a problematic system upgrade in 2015 by ensuring close involvement of frontline staff throughout the process. NHS 24’s deputy chief executive, Dr Jacqui Hepburn, highlighted the importance of this approach, describing the programme as “people-led technology” rather than “technology-led people.”
Around 1,700 employees took part in designing the new system to ensure it met their needs. The changes aimed to streamline workflows by making information easier to access and eliminating manual processes, allowing staff to concentrate more on patient care. Programme director Tony Cronin noted that the team fostered a culture of accountability and transparency in addressing issues promptly rather than allowing problems to persist.
Before the national rollout, a three-month pilot was conducted with NHS Ayrshire & Arran. This phase tested staff training effectiveness, integration with external systems, and the responsiveness of support teams. The successful pilot gave NHS 24 confidence to proceed with a wider launch, which was completed on time and within budget, without disruption to patient services.
The upgraded system is expected to support additional communication channels in the future, pending clinical safety assessments. Dr Hepburn remarked that staff now spend less time concerned with technological hurdles and more time focused on patients, while Cronin observed that the changes reduced repetitive data entry for staff and the need for patients to repeat their information multiple times.
Overall, the modernization of NHS 24’s technology infrastructure aims to enhance service delivery and operational efficiency, ensuring the urgent care system keeps pace with evolving healthcare demands in Scotland.