Watchdog warns of pitfalls of healthcare by e-mail

Published on Saturday 21 February 2009 18:39

SCOTLAND'S emergency medical hotline, NHS24, has launched a service providing patients with health advice by e-mail.

Scots with non-urgent health worries can send in their questions and nurses will respond with answers.

The move is the latest expansion for the telephone service, which provides out-of-hours medical cover for the NHS across Scotland.

Yesterday John Turner, chief executive of NHS24, revealed the move was part of its plan to provide wider health services for patients.

He said hundreds of inquiries were being logged every month, on subjects including sexual health, immunisations and children's health, as well as dentistry and NHS services.

Staff can provide information on illnesses and conditions, as well as details of local pharmacies, GP and dental practices, including opening times.

The service has been set up for patients using the NHS24 website, which also has a self-help guide and support groups directory.

Turner added: "Since NHS 24 was created, our focus has been on our increasing role in supporting the wider out-of-hours services and a wider health care agenda for Scotland."

NHS24 was launched in 2002 to take over the out-of-hours service previously provided by GPs.

But it soon ran into trouble because of delays patients faced in having calls answered. The helpline also suffered staff shortages and high sickness absence rates. It has been criticised by sheriffs following fatal accident inquiries into three patient deaths. Turner is the fourth to take the role of chief executive in five years.

But NHS24 has improved its systems, sped up waiting times, and now launched a number of services using its technology to help patients.

However, Margaret Watt, chief executive of the Scotland Patients' Association said she was not convinced at the move.

She warned: "Someone might have a serious medical problem, and end up waiting in a queue for someone to reply on e-mail. There may be problems that might slip through the net. There is nothing like a face-to-face consultation with a medical professional."

Next week, Health Secretary Nicola Sturgeon will announce details of Scotland's largest ever telehealth system, which will involve using state-of-the-art technology to avoid hundreds of patients having to make repeated trips to hospital.

She will also announce more online scans to allow remote diagnosis for island patients, and new software, transmitting patients' records to consulting rooms.