COVID-19 Hubs and Assessment Centre

If you think you might have COVID-19 and can manage your care at home, please don’t call either your GP or NHS 24. The NHS inform website has lots of useful information for you if you are self- isolating with COVID-19 symptoms.  If, however, that doesn’t answer your COVID-19 question please call NHS 24 on 111.

If your concern isn’t about COVID-19 and the NHS inform website can’t answer your question, please call your GP as normal. If your GP is closed for the day and your query can’t wait you can call NHS 24 on 111.

The first person you’ll speak to will be a call handler. They’ll ask you:

• who you are
• where you’re calling from
• why you’re calling

Any information you provide, will be treated in accordance with NHS data protection policy.

NHS 24 are experts in telephone assessment and linking people to health and care information and advice.

If necessary, following this initial assessment, information will be forwarded to a local Community Hub in Lanarkshire staffed by clinicians from across the healthcare system working together to ensure you get the best possible advice at the right time.

The staff at the Hub will call you back. These call backs will be triaged and we thank you in advance for your patience.

You will speak on the phone to a trained clinician who will ask you some questions about your COVID-19 symptoms and concerns. 

Either they will assess that you are able to continue to self-isolate at home and will answer your questions, or they will refer you to your local Assessment Centre.

If they do this you will be given an appointment time to attend in person The address will be provided.

If you are housebound, or unable to attend in person alternative arrangements will be made.

Each Assessment Centre will be different, but generally speaking the following should be typical of what you can expect to see.

• Please only arrive at the agreed time for your appointment.
  When you arrive someone will call you on your mobile phone and provide direction on where to enter the Centre. (If you do not have a mobile phone, you will be issued different set of instructions before arrival).
  When you are in the Centre, you will either be by yourself, or a safe distance from other patients waiting in the room.
  You will then be seen by a clinician. They will likely be wearing a mask and gloves as a precaution but this does not mean that you have COVID-19. You may be asked to wear a surgical face mask. 

• Please be advised that the clinician will not speak to you while they are face-to-face. This is to minimise exposure risks.
  The clinician will perform an examination and then will leave and discuss findings and management with you over your mobile phone (If you do not have a mobile phone, alternative arrangements will be made).
  Please note that you should not try to talk to the clinician while they are in the same room unless absolutely essential. This is to help prevent further potential spread.   

• If you need to go to hospital clinicians will arrange this, otherwise you will be sent home with a treatment plan and any medication you need, provided by the Centre.
  Alternatively, arrangements will be put in place for a prescription to be sent directly to your pharmacist. You will be provided with instructions on safe uplift.

We are not currently routinely testing everyone who has symptoms. By working on the assumption that you have COVID-19 we can plan your care more quickly.

If you are well enough to safely get yourself to the Assessment Centre by car (either driving or by getting a lift from a friend or family member) please do so.

If you are a passenger, sit in the back of the car and do not take additional people with you. If possible use a tissue to cover your face. 

Do not use public transport. If you have no transport please let staff at the Community Hub know

If English isn’t your first or preferred language you can still use our 111 service. NHS 24 uses the interpretation service, Language Line, to support callers who cannot, or prefer not to, speak English. Language Line is private, confidential and free to use.

To use Language Line:

• Phone NHS 24 on 111
• Tell the call handler that you need an interpreter
• Tell the call handler the name of your preferred language

Once you’re connected to an interpreter you’ll have a three way conversation with NHS 24 to explain the problem in your language and get the help you need.

You can call NHS 24 111 on behalf of someone else – for example, if you are a carer for a child, elderly relative or a neighbour – if they cannot speak to us themselves.

Yes. If you have difficulties hearing or communicating you can call NHS 24’s 111 service (18001 111) or NHS inform (18001 0800 22 44 88) on a textphone.

If you’re deaf but want to use the phone service you can use the ContactSCOTLAND-BSL interpreting video relay service. This service is available 24/7.

At busy times, NHS24 may have to call you back. This is so that we can handle the most serious and urgent cases first. You will be given an indication of the time within which you will be called back.

Remember, you can call back at any time if you are still worried or your symptoms worsen. If you think someone’s life is in danger and you need an ambulance, always dial 999.

You should only call 111 during the day if you are worried about Covid-19 symptoms. For anything else that’s not COVID-19 related, you should still phone your GP surgery. If your surgery is closed, phone 111.