The service will soon provide all out-of-hours cover

The first independent evaluation of the helpline was carried out by a team of researchers from Aberdeen University.

They said that GPs were initially dissatisfied with NHS 24 but early teething problems had been addressed.

Although 90% of patients said they were 'satisfied', the helpline has not reduced the number needing a doctor.

Potential benefits

However, researchers said it was still too early to judge the success of the service.

NHS 24 was designed to deliver high quality standardised patient care across Scotland.

By the end of this year the service will deal with out-of-hours calls for all of Scotland's GP surgeries.

However, problems with technology and dissatisfaction amongst general practitioners meant the potential benefits of the service had not yet been realised.

David Heaney, senior research fellow with Aberdeen University's Highlands and Islands Health Research Institute said the difficulties meant the "potential benefits of the service are likely to take time to emerge".

The potential benefits of the service are likely to take time to emerge David Heaney Aberdeen University

The service, launched in Grampian in May 2002, now has three contact centres in Aberdeen, Clydebank and South Queensferry and covers more than half the Scottish population.

It is due to be extended to cover the whole of Scotland by the end of this year.

But some doctors have criticised the service as an expensive use of resources that could be put to better use elsewhere in the health service.

Doctors said there had been an increase in workload and there was uncertainty over partnership and IT issues.

Accident and emergency

They also criticised inappropriate prioritisation and triage (the method of assessing callers according to their symptoms).

The study said NHS 24 had responded by putting in place measures designed to improve interaction with partner organisations and address triage issues.

Feedback from the ambulance service and accident and emergency departments was more positive, the survey showed.

However, the total number of patients using these services was unchanged since the helpline launch.