Callers to contact tracers faced a 'greater risk' of getting the wrong advice, a watchdog rules.
The anonymous complaint claimed insufficient training and information meant contact tracing staff sometimes gave out incorrect and outdated advice, and that quality assurance measures were not up to scratch.Scotland's contact tracing system was 'straining'A report by the Independent National Whistleblowing Officer has upheld the complaint that staff did not have sufficient training, and access to sufficient information to provide correct information to the public.
A survey of 159 NSS call centre staff in June last year found some felt they "did not have sufficient time and resources to manage their training and knowledge" when on calls to the public. The INWO concluded that the "normal controls in place to minimise and rectify errors were not fully applied".
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