The average wait to speak to someone at the NHS 111 helpline during August doubled to more than ten minutes amid a surge in calls from concerned parents after pupils returned to school.

More than 150,000 calls were made to the service during August, 28% up on the figure for August 2019 – but only 129,000 of these were answered.

Average wait times to speak to a call handler went up by five minutes from July, to ten minutes and thirty seconds.

A spokeswoman for NHS 24 said: “NHS 24’s 111 service has seen unprecedented levels of demand since the start of the covid pandemic and staffing has been increased to support the service.

“Demand continues to vary with the return of schools in August creating a spike as parents and teachers sought help and advice.”

At the start of the pandemic, members of the public were advised to call 111 if they had worsening covid-19 symptoms so they could be directed to community hubs instead of GP practices. 

The 111 service is also at the centre of planned major reforms to urgent care that will see anyone with a non-life-threatening issue asked to call ahead rather than go straight to A&E.

The initiative, which is currently being trailed in Ayrshire & Arran, is to be rolled out nationally from December.

Elsewhere, the Breathing Space service recorded its highest number of calls ever in the period from the start of lockdown to August this year.

More than 50,000 people struggling with their wellbeing phoned the helpline over this time.

A report considered by the NHS 24 board last month, looking at performance in August, says that demand for the mental health helpline remains “extremely high” and raised concerns about access to the service.

A spokeswoman for NHS 24 said: “The Breathing Space service has received the highest number of calls since it was established in 2004 in the period March to August 2020. Additional staff have now been recruited and service levels are increasing as a result.”

NHS 24 has also developed self-help resources that can be accessed online.

The spokeswoman added: “NHS 24’s services have been at the forefront of Scotland’s response to covid and our staff have worked exceptionally hard to provide information and care to people as quickly as possible.

“In addition to the telephone services we provide, our information site NHSinform.scot has up to date advice and guidance related to covid.”

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