NHS line 'more of a call centre'
Updated on 09 August 2007
A controversial NHS helpline has suffered from a "call centre culture" where staff recruitment has proved difficult, a review has heard.
NHS 24 was criticised last year in a fatal accident inquiry over the deaths of two people who received advice from the service.
Questioning health bosses at the annual review of the helpline on Thursday health secretary Nicola Sturgeon raised the problem of staff recruitment and the problems it might create.
She said: "There's a call centre culture perhaps more than a professional culture."
Officials admitted this had in the past been a problem.
Eileen Burns, nurse director at NHS 24, said she felt that "the organisation has been too focused on operational targets."
But this issue had been recognised she said and efforts were now being concentrated on the outcomes delivered by the service.
Moves to improve the service included making sure teams worked together more regularly and more local centres with locally recruited staff.
Ms Sturgeon also accepted improvements were under way.
She said: "I think NHS 24 has made great progress to some of the concerns expressed."
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