PATIENTS who call NHS 24 will now be able to speak directly to a doctor after a Covid-19 trial led to a drop in visits to under pressure out-of-hours services.

Changes in the way emergency patients are triaged in the evenings and at weekends to help reduce virus transmission risks are to be made permanent by NHS Greater Glasgow and Clyde (NHSGGC).

Under normal circumstances if a patient calls NHS 24, a nurse will make a referral to A&E, an out-of-hours centre or issue self-care advice.

Under the new system, in potentially more serious cases a GP will call back and decide if an urgent appointment is necessary. Anyone without a referral will be turned away from out-of-hours centres.

The board has increased the number of doctors staffing the service with some only taking calls while others are speaking to patients between face-to-face appointments.

READ MORE: Three out-of-hours centres in Glasgow to shut 

NHS Greater Glasgow and Clyde say the new system aims to cut waiting times for patients, reduce virus risks by limiting clinic visits and may help address chronic staffing issues at out-of-hours centres. Some GPs, including those who are shielding themselves, have been carrying out telephone consultations from home.

The board stress the new system will not replace necessary face-to-face consultations and home visits will continue where necessary. A number of other health boards are said to be introducing a similar system.

Dr Kerry Neylon, Deputy Medical Director for Primary Care of NHSGGC, said: “The Covid-19 pandemic has made all health services consider how they manage to deliver patient care whilst trying to meet demand and none of this is easy. 

“What we know is that we cannot have waiting rooms full of patients and their families and carers. 

“We also cannot ask people to shield for many weeks and then bring them into waiting areas with lots of other people.

Glasgow Times:

“The out-of-hours service is an urgent care service for patients who are unwell and cannot safely wait to contact their usual GP Practice.  

“The evidence shows that around 20-25% of calls to NHS 24 can be managed with self-care.

READ MORE: Glasgow's Covid toll: Almost 600 deaths and 1623 staff absences

“Initially what we are trying to do is call back all patients within four hours but our aim would be to call them back within an hour. We are hoping that we have enough people to manage that. 

“We have found that actually the number of people that have to come into centres is much reduced.

"It’s about being very clear that we are an emergency service, for issues that cannot wait until the next day. 

The health board is also in the process of rolling out video consultations for daytime GP appointments.

Dr Neylon said: “It’s also about making sure that if we are bringing that person into the site it’s because we need that face-to-face clinical examination. 

“We have to consider virus transmission going forward.”