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Chamber and committees

Question ref. S5W-36122
Asked by: Alex Cole-Hamilton, Edinburgh Western, Scottish Liberal Democrats
Date lodged: 11 March 2021

Question

To ask the Scottish Government what the (a) average and (b) longest waiting time has been for callers to the COVID-19 vaccination helpline and booking service, broken down by week.

Current status: Answered by Mairi Gougeon on 24 March 2021


Answer

The Scottish Government is aware of the challenges and pressures faced by NHS colleagues in responding to and supporting members of the public who contact them about their Covid-19 vaccination appointment. The rollout of the vaccination programme is one of the biggest in NHS history and we do not underestimate the impact that this is having on support services. Despite this, you will see from the information provided on waiting times, that the average wait time for the vaccination booking and reservation service has been consistently low as every effort is being made to accommodate bookings and prioritise appointments for those patients who need them.

Week Starting

Average Wait time

( Minutes and Seconds )

Longest Wait time

( Minutes and Seconds )

Comments

07-12-2020

 

00:01

00:16

 

14-12-2020

00:04

 

00:11

 

21-12-2020

00:05

 

12:52

increase in wait time can be explained due to the festive period

28-12-2020

00:09

 

18:41

increase in wait time can be explained due to the festive period

04-01-2021

00:02

01:20

 

11-01-2021

00:01

00:16

 

18-01-2021

00:01

00:06

 

25-01-2021

00:07

28:37

From this date, call data captured via dashboard. This allowed for more accurate reporting of individual call data which can explain the increase in times seen.

01-02-2021

00:17

04:59

 

08-02-2021

00:23

25:57

 

15-02-2021

00:04

03:37

 

22-02-2021

00:04

02:53

 

01-03-2021

00:05

18:33

 

08-03-2021

00:05

12:38

 

15-03-2021

00:04

 

09:32