Extra call handlers to tackle Fife's flu vaccine backlog

NHS Fife has increased its number of call handlers after it was swamped with calls from people looking to book flu jab appointments.

The backlog came after letters were sent out to over 65s across the region urging them to book an appointment. Many who called were left without a response.

The backlog stands at just over 2,000 people.

The board had in place provisions for 354 phone lines and eight call handlers which should have been sufficient to deal with 12,000 calls a week.

However, Carol Potter chief executive of NHS Fife admitted: “This clearly wasn’t sufficient.”

At the monthly NHS Fife health board meeting, Ms. Potter acknowledged that communication with the public “could have been clearer and much earlier.”

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Specific action includes the increase of call handlers from eight to 46 staff members who will all be trained in track care and booking systems.

Phone lines have also been increased to allow greater capacity, but people will still be placed in a phone queuing system.

A mixture of cluster clinics, hubs and community hubs are currently in place to administer vaccinations.

Pop-up vaccination clinics are also being considered.

Ms Potter said: “The priority at this point in time - and we are starting a month earlier this year - is our over 65s.

“We are seeing an overwhelming number of calls from people who are in the 18-64 year old category who perhaps have asthma.

“Letters to these individuals have not gone out yet, but we expect them to go out in batches from the end of next week.”

The board has assured the public that there is more than enough vaccine to go round.

Tricia Marwick, chairman, appealed for patience.

She said: “I’m really sorry that we have let people down- they deserve better.

“We will examine in due course why the planning went wrong and a full report will be considered by the clinical governance committee.

“However, the priority now is to get it sorted and restore confidence.

“Please help us to help you - give us a bit more time to deal with the backlog of calls, emails and texts before contacting us again.”

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