As winter pressures intensify across the UK, NHS Lanarkshire is urging the public to access care through the correct channels.
The reminder comes as the Health Board highlights the vital work of a multi-skilled team whose decisions help keep hospitals focused on those who are most acutely unwell.
A new short film offers a rare, behind-the-scenes look at the Flow Navigation Centre+Plus (FNC+Plus) – a 24/7 clinical hub based at NHS Lanarkshire’s HQ where nurses, Emergency Medicine consultants, Scottish Ambulance Service staff, Allied Health Professionals and experienced support staff work side-by-side.
The public cannot contact FNC+Plus directly. However, when people use services such as NHS 24 on 111, many cases are passed into the centre. This allows clinicians to gather information early and guide patients on the most appropriate next step. The film offers a glimpse of work that normally happens out of public view.
Claire Ritchie, NHS Lanarkshire’s Interim Director of Interface, said: “Our FNC+Plus team works with a single shared goal: to get you the right care at the right time and in the right place.
“The expertise and collaboration within FNC+Plus is second to none, as viewers of the film will see first-hand. But we do need the public’s help. Unless your condition is life-threatening, please use NHS 24 on 111 or visit NHS Lanarkshire’s Winter Hub for self-care advice in the first instance.
“When someone calls NHS 24, cases are often, when appropriate, directed to FNC+Plus – allowing our clinicians to review the details provided and guide the next step.
Ms Ritchie acknowledged that waits for some first-contact services can sometimes feel frustrating when people need unscheduled care – and noted that Emergency Departments must prioritise the most critically unwell.
Bringing decades of frontline experience together in one room, FNC+Plus now manages almost 7,000 cases each month, primarily routed through NHS 24, GPs and the Scottish Ambulance Service.
Wherever appropriate, FNC+Plus clinicians aim to safely navigate people to other services, avoiding unnecessary hospital attendance. To support this, the centre uses care ‘pathways’ – straightforward, clinically agreed routes that set out the best next step for different health needs. With pathways covering everything from breathing problems and frailty to mental health, the centre can connect people quickly to the team best placed to help – often allowing them to be treated safely at home rather than going to hospital.
Louise Long, NHS Lanarkshire’s Chief Executive, echoed Ms Ritchie’s appeal and added: “Across Lanarkshire, our teams care deeply about the people we serve and the communities we’re part of. That commitment doesn’t change in winter – it intensifies.
“We know services are under pressure, and we’re working hard to keep people safe, improve flow and support the most unwell. Centres like FNC+Plus play a crucial role by bringing skilled clinicians together to review information quickly and guide cases to the right support, whether that’s community care, virtual wards or hospital teams.
“This winter, using the right routes into care – including NHS 24 on 111 for non-emergencies – helps us respond faster and ensures the sickest patients are prioritised. Thank you for working with us.”
Where to seek help:
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Life-threatening emergency: Call 999 or go to A&E
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Non-life-threatening issues:
- Use NHS 24 on 111 or visit NHS Lanarkshire’s Winter Hub for self-care advice:
https://www.nhslanarkshire.scot.nhs.uk/your-health/winter-health/#
FNC+Plus fact file:
- FNC+Plus is a key part of NHS Lanarkshire’s urgent-care system, streamlining unscheduled care and supporting flow across hospitals and community services.
- Established in 2020 as the Flow Navigation Centre, it was expanded and rebranded as FNC+Plus in April 2024 under the leadership of the Interface Directorate.
- The centre now handles around 7,000 referrals per month, coordinating care between NHS 24, GPs, the Scottish Ambulance Service and hospital specialists.
- Film URL: https://vimeo.com/1131276018?fl=pl&fe=sh
