THOUSANDS more patients are calling NHS 24 every week following the launch of the free 111 phone number.
Call handlers and nurses have dealt with at least 17,000 extra calls a month since the easy-to-remember number for the helpline was introduced earlier this year.
Frontline staff have coped with the rise, even though new technology that was due to be rolled out across all the call centres almost a year ago is still unavailable amid safety concerns.
The cost of the delay, resulting from the software not passing the testing stage, is understood to run to several million pounds.
There is still no date for introducing the new package, which was intended to manage calls from beginning to end, provide a better service, increase efficiency and save money.
It was hoped the system would address issues raised by patients and staff during consultation, including reducing the number of questions callers are asked.
Further testing on the package is being carried out and NHS 24 is said to be working with the supplier, international technology firm Capgemini.
John Turner, chief executive of NHS 24, said: "We are disappointed the system has not been implemented yet, but we will only deploy it when it is safe to do so. We continue to develop the system with our suppliers meantime.
"The current service is working extremely well across Scotland, with the 111 service supporting more people than ever before and demonstrating public confidence in our unscheduled care service. People should not hesitate to contact NHS 24 if they need to make use of our services."
Until April this year NHS 24 had an 11-digit number and while calls from landlines cost the same as a local call, the price of phoning from a mobile could vary.
The free 111 line was launched in April by Health Secretary Alex Neil. In the first three months after it went live the number of calls rose 16.5 per cent compared to the previous year, an extra 17,000 to 20,000 calls per month. NHS 24 say 86 per cent of callers are using the new number. Patients can still get through on the old phone number.
Day time calls are up 40 per cent on previous figures, and suggestions some patients are dialling 111 if they cannot get through to their GP during surgery hours have been put to the NHS 24 board.
Norman Provan, associate director for the Royal College of Nursing Scotland, said: "It's good news that NHS 24 staff appear to be coping with the increased volume of calls since the launch of the 111 telephone number.
"We've not had any concerns raised with us by our members at NHS 24 about increased workloads, but we will continue to monitor the situation closely. The staff are a hugely valuable asset to NHS 24 and if they raise concerns about increasing pressure they really need to be listened to."
Referring to the new call management system, he added: "We will also be closely monitoring progress on this issue."
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