Scotland’s health secretary has praised a crack team of medics set up to ease hospital pressures and shift more care into the community in Lanarkshire.
Neil Gray has congratulated an experienced group of nurses, emergency consultants, Scottish Ambulance Service colleagues and support personnel for the impact they’re having on reducing waiting times in the region.
The staff, who operate from the 24/7 Flow Navigation Centre Plus (FNC+Plus) in Bothwell, are part of a series of ambitious reforms designed to shift the balance of care, reduce delays, and improve experiences for patients and staff alike.
Mr Gray, who visited the hub at Kirklands Hospital, said: “I’m so grateful to the staff here at NHS Lanarkshire for the work that’s being done to make sure we’re meeting the needs of the people.
“I recognise this is a really challenging time – everyone is under a huge amount of pressure – but what I saw in the Flow Navigation Centre, and what I’ve seen in our hospitals, GP practices, and across health and social care services here in Lanarkshire, is hope.
“Hope that we can improve the system. Hope that we can deliver faster treatment. And that’s because of the efforts being made by our staff.”
Mr Gray, who is spearheading the launch of the Scottish Government’s ‘operational improvement plan’, added: “I know it means more work, and having to push a bit harder, but I believe we’re going to deliver something more sustainable – something that meets the needs of our patients. And I know we’re all invested in doing just that.”
FNC+Plus, which also has an eTriage service, is operating from a state-of-the-art control centre at NHS Lanarkshire HQ. Staffed by nurses, emergency consultants, Scottish Ambulance Service colleagues and support personnel, the service draws on decades of combined experience to deliver a 24/7 response for patients, ensuring they get the right care in the right place – often at or closer to home.
Already, thousands of patients have benefited from the service. The centre’s team is focused on reducing unnecessary hospital attendances, shortening stays, and offering faster, safer routes to treatment – helping to improve system flow while improving outcomes. It has also garnered ‘substantial interest’ from colleagues across Scotland as a potential model for care, as well as from international guests, according to the health board.
In terms of impact, the new setup is directing around 1,200 people a month to appropriate care outside the main hospital environment, including out-of-hours services, pharmacy, and mental health support. ‘This shift not only improves patient experience but also contributes to a more efficient system by ensuring people receive care in the most suitable setting,’ a health board spokesperson said.
Hospital admissions have also been reduced through the Scottish Ambulance Call Before You Convey (CBYC) programme, which enables ambulance workers to speak to consultants before bringing patients to hospital. The move has allowed on average 50% of people not being conveyed to hospital and routed into alternative support. ‘This demonstrates a clear reduction in unnecessary hospital admissions, further enhancing system efficiency and patient care,’ the spokesperson said.
FNC is part of the ‘interface directorate’ which aims to support coordinated, advanced, and timely care to patients during some of the most vulnerable moments of their lives.
“This is about more than systems – it’s about people,” said Martin Hill, NHS Lanarkshire board chair. “Our staff are not only navigating the challenges – they are embracing the opportunity to innovate, improve, and reimagine what high-quality, responsive care looks like. Their professionalism, compassion, and energy are truly inspiring.”
Colin Lauder, interim chief executive of NHS Lanarkshire, added: “This is just the beginning. We see FNC+ as the foothills of a truly transformative journey – one that is being built on the dedication and insight of our staff, and the trust our communities place in us.”