As hospitals across the UK face well-publicised winter pressures, NHS Lanarkshire is calling on the public to access care through the right channels – and lean on the expertise of a multi-skilled team, working behind-the-scenes to provide support at the most vulnerable points in people’s lives.
Operating from a state-of-the-art control centre at Kirklands HQ in Bothwell, the Flow Navigation Centre+Plus (FNC+Plus) is staffed by nurses, emergency consultants, ambulance staff and support personnel. Drawing on decades of diverse frontline experience, concentrated in one room, the team, working around-the-clock aims to provide faster responses, shorter hospital stays, and, wherever possible, care at – or closer to – home.
Thousands of patients have already benefitted from the service. And Trudi Marshall, NHS Lanarkshire’s Interface Director, pictured below right, said the pioneering team – the only one of its kind in scope and scale in the UK – has the potential to be ‘absolutely transformative’, particularly in helping to maintain hospital capacity for the most unwell. However, its success depends on public cooperation – as the system only functions effectively when patients follow the correct pathways into care in the first instance.
“Our FNC+Plus team works with a shared, single goal: to get you the right care as quickly and effectively as possible, often at vulnerable points in your life,” said Ms Marshall. “The expertise and coll
aboration within FNC+Plus is second to none.”
“However, we need your help. All we ask of the public for your trust in a team of truly exceptional professionals — and to use the right care pathways to help us help you.”
The appeal comes as NHS Lanarkshire launches their Winter Health Hub, which outlines a variety of healthcare options to help navigate the seasonal illnesses.
When patients do access care through recommended routes, such as calling NHS24, their cases are often directed to FNC+Plus. Handling around 7,000 calls monthly from sources including NHS24, GPs, and the Scottish Ambulance Service, the team coordinates care by navigating patients to the most suitable services. This includes Hospital at Home, community respiratory care, and mental health services. Many more pathways are currently in development in close collaboration with clinicians and staff.
In the first 19 weeks, from April – November 2024 NHS Lanarkshire’s Flow Navigation Centre handled over 30,000 calls from a variety of colleagues and services including NHS24, GPs and the Scottish Ambulance Service. During that period, nearly 5000 of those patients were routed to alternative supports – avoiding the need to go to hospital.
Ms Marshall acknowledged that waiting times for some first contact services, like NHS24, can sometimes be frustrating – but stressed that bypassing these channels leads to longer delays.
“Unless your condition is life-threatening, going directly to A&E can mean even longer waits. By accessing care from well-publicised sources, like NHS24, we can ensure care is delivered more efficiently,” she explained.
“With FNC+Plus some cases are even resolved via video consultations with emergency consultants, avoiding unnecessary trips to A&E. When attendance is required, the FNC+Plus team works to ensure it is scheduled appropriately.”
The human touch driving revolutionary transformation
Professor Jann Gardner, NHS Lanarkshire’s Chief Executive, pictured right, said: “Across the many facets of Team Lanarkshire, we care deeply — both in the practical delivery of care and in the trust we build with the communities we serve.
“Our commitment is to be there at the most vulnerable moments in people’s lives, ensuring they receive the right care at the right time.
“This winter, we are not only navigating challenges but embracing opportunities to innovate, improve, and demonstraye the ambition and compassion that drives us. FNC+Plus is the embodiment of that.”This marks the entry into the foothills of a wider reform that will be truly transformative in how care is delivered.
“At its heart is the diligent use of our staff, innovation, and an unwavering focus on what matters most: delivering exceptional care.“What sets us apart is the irreplaceable value of our workforce’s combined professional experience and expertise, working together to reimagine how healthcare is accessed and experienced.
“By blending cutting-edge innovation with the deep knowledge and compassion within of our teams, we are fully committed to creating a system that is not only responsive but also revolutionary in meeting the needs of our patients.”
Call to action
• For life-threatening emergencies: Call 999 or visit A&E.
• For non-life-threatening issues: Use NHS24 or visit NHS Lanarkshire’s Winter Hub for self-care advice and guidance.
• https://www.nhslanarkshire.scot.nhs.uk/your-health/winter-health/
FNC+Plus
• The Flow Navigation Centre Plus (FNC+Plus) is a pivotal component of NHS Lanarkshire’s healthcare system, designed to streamline unscheduled care and ensure patients receive appropriate treatment promptly.
• The original Flow Navigation Centre (FNC) was established in late 2020 as part of NHS Lanarkshire’s efforts to enhance patient flow and care delivery during the Covid pandemic.
• In April 2024, the service was expanded and rebranded as FNC+Plus to further integrate primary and secondary care services.
• The centre handles approximately 8,000 calls monthly from various sources, including NHS 24, GPs and the Scottish Ambulance Service.
• FNC+Plus directs patients to the most appropriate care settings, such as:
o Community respiratory services
o Hospital at Home services
o Mental health services
o Pharmacy services
o Out-of-hours services
