NHS 24 teams go above and beyond to keep urgent care services running over New Year

NHS 24 staff worked tirelessly to ensure services ran smoothly during one of the busiest New Year periods on record. Despite high demand, teams across Scotland delivered safe, effective care and demonstrated extraordinary commitment to patients.

On 2 January alone, NHS 24 answered over 10,000 calls, a figure among the highest daily totals ever recorded.  

In the North East, heavy snowfall created significant travel challenges, but colleagues in Aberdeen and Dundee refused to let the weather stand in the way. Some staff walked to work to make sure they were on time for their first shifts of 2026, while others adapted quickly by working remotely to maintain continuity of care. Their determination ensured patients received the help they needed, when they needed it. 

Messages of thanks for NHS 24 and staff throughout NHS Scotland also poured in on social media over the festive holidays, including: 

• “Happy New Year, you were amazing when we needed help on Sunday.” 

• “I have only good experiences with NHS 24. I have had to call them approximately 4-5 times since we moved to Scotland (14 years) and they always shown empathy and a lovely and helpful manner.” 

• “Thank you to call handlers, nursing staff, receptionists, doctors and pharmacy team who have manned the NHS services over the holiday period. I’m sure the people who have used this service are so grateful to all the above who have interrupted their Christmas celebrations to man the service.” 

  
  

As January continues, NHS 24 remains alert to the pressures of seasonal illnesses like flu. As services are busy across NHS Scotland, the public are urged to use NHS resources wisely and seek care appropriately. For non-urgent issues, NHS inform’s symptom checkers should be used as a starting point to help keep urgent care available for those most in need.  

Joanne Edwards, Director of Service Delivery at NHS 24 said: 

“Thanks to robust winter planning and the dedication of our staff, NHS 24’s services were busy but remained calm and responsive throughout Christmas and New Year. 

“We want to take this opportunity to thank every colleague who went above and beyond, whether they were braving the snow, or missing their own Christmas or New Year celebrations to support patients. Your professionalism and compassion made a real difference to thousands of people during this busy time.”