Anyone who has tried to access the right bit of the NHS other than through their GP will have experienced some of the delay, frustration or incompetence reported by the Scottish Consumer Council's "mystery shoppers". The SCC's researchers were not comparing the service of different retailers, but exploring how Scotland's health boards respond to inquiries which need serious and accurate responses, and their findings are disturbing.

Anyone who has tried to access the right bit of the NHS other than through their GP will have experienced some of the delay, frustration or incompetence reported by the Scottish Consumer Council's "mystery shoppers". The SCC's researchers were not comparing the service of different retailers, but exploring how Scotland's health boards respond to inquiries which need serious and accurate responses, and their findings are disturbing.

The scenarios included someone on holiday who needs an emergency prescription for medicine, how to get to the nearest A&E department, where the nearest eye hospital is, how to get emergency contraception and how to find an NHS dentist, all of which should be easily and swiftly answered. Yet only half the calls resulted in the caller's needs being mostly or completely met, while 29% of the callers reported that their needs were not met at all. That is completely unacceptable for a vital public service, particularly for the NHS, which is still cherished by the public for its founding principle of being available to all at the point of need. In 2007, available does not mean free after a long wait; it must also mean accessible and informative.

The researchers found that some inquiries did produce the information in a straightforward way, but far too many were left hanging on to unanswered phones, were transferred to the wrong person or unable to get past an answering machine. It is clear that in too many health boards there is no proper system for advising the public and making information available to people who need access to the wider health service other than being referred directly through their GPs. For example, people who have moved need to be able to register with a GP. One of the most disquieting findings was that people with foreign accents reported that no attempt was made to understand their needs.

Scenarios tested by the SCC involved people calling on behalf of friends or relatives, for example about whether an aunt could have a cataract operation more quickly elsewhere, or if a sign language interpreter is available. These are the kind of questions many older or less confident patients have but don't like to ask, yet knowing the answers makes a huge difference to their state of mind, and therefore to the consultation.

As the report itself points out, there must be some reason for some boards providing more effective customer care than others. Where calls were transferred to a complaints or patient liaison department, they were handled better. This suggests that training staff specifically to deal with public inquiries is likely to produce the best outcome.

That some boards failed at the first hurdle of how they are listed in the phone book indicates that the service is designed more for its own convenience than ease of public access. That mindset must change to one of being as informative and accurate as possible. It will not only help patients but, in being more efficient, benefit the NHS as a whole.