NHS 24 call centre staff data: FOI release

Information requested

Details regarding the number of NHS 24 call centres, the total staff employed by NHS 24, the number of staff on duty during each shift in the call centres, and the shift patterns followed by NHS 24 staff.

Additionally, you asked for information about the qualifications required for call handlers.

Response

I enclose a copy of some of the information you requested.

While our aim is to provide information whenever possible, in this instance the Scottish Government does not have some of the information you have requested. The reasons why we do not have the information are explained in the Annex to this letter.

The Scottish Government does not hold documentation detailing the number or locations of NHS 24 call centres. However, this information is publicly available on the NHS 24 website and can be accessed via the following link: https://www.nhs24.scot/careers/our-centres/

You requested information on the number of staff employed by NHS 24. As of September 2025, NHS 24 employs a total of 1,570.4 Whole Time Equivalent (WTE) staff, representing a headcount of 2,196.

Please note that the Scottish Government does not hold information on the number of staff on shift at any one time or specific shift patterns of NHS 24 staff. However, NHS 24 operates a robust workforce planning process designed to ensure service standards are met. This process is based on detailed call forecasting and demand modelling, incorporating historical data and current trends to predict patient demand, call durations, and anticipated staffing losses.

These inputs are applied to a contact centre planning algorithm (Erlang C), which calculates the staffing levels required to maintain performance standards. Capacity checks are conducted to ensure staffing levels at each site do not exceed physical infrastructure limits, with reviews at 15-minute intervals to confirm seating and resource availability during peak periods.

For further information on workforce planning or shift arrangements, we recommend contacting NHS 24 directly via the contact details provided on their official website: https://www.nhs24.scot.

Finally, for your request regarding the qualifications required for NHS 24 call handlers. Please note that the Scottish Government does not hold information on the specific qualifications required for these roles. For accurate and up-to-date details, we recommend contacting NHS 24 directly. Their contact information is available on the official NHS 24 website: https://www.nhs24.scot.

Under section 25(1) of FOISA, we do not have to give you information which is already reasonably accessible to you. If, however, you do not have internet access to obtain this information from the website(s) listed, then please contact me again and I will send you a paper copy.

ANNEX

Reasons for not providing information

As such, I hereby provide you with formal notice under section 17(1) of FOISA that the Scottish Government does not have some of the information you have requested, because the Scottish Government is not responsible for holding data regarding workforce planning, shift arrangements and qualifications of NHS 24 staff. This information is held by NHS 24.

About FOI

The Scottish Government is committed to publishing all information released in response to Freedom of Information requests. View all FOI responses at https://www.gov.scot/foi-responses.