During times of peak demand staff work hard to answer as many calls as quickly and safely as possible.Calls to the 111 service can be unanswered for a variety of reasons, including callers choosing to end their call after being connected to the automated messaging service and hearing the options available to them.These include accessing self-care advice via NHS Inform or contacting another area of the health service which may be more appropriate to meet their needs.The Scottish Government continues to support NHS 24's on-going work to help reduce unanswered calls, including recently revising NHS 24's key performance indicators to help better reflect and understand the current demands on the service.This work allows the Service to capture any unmet demand, and any potential risks where callers have made multiple attempts to access 111 without success.It will also allow the Service to continue to make improvements to service delivery moving forward. S6W...