The service's call centres have been under pressure

The service was envisaged as the first point-of-contact for patients, but it has had difficulty coping with demand since its launch four years ago.

A highly critical report last month recommended that the service "manage down" public expectations.

Patients are now being urged to use NHS 24 only if there is no alternative.

On its launch, the service was said to be the cornerstone of the biggest modernisation of the NHS in its history.

I know we're not satisfying everyone and I know where we actually have to improve Eunice Muir NHS 24

Three call centres were set up for nurses to speak to anyone needing NHS treatment.

The aim was to ease pressure on the health service with the medically trained operators deciding whether callers needed treatment and where they should go to get it.

However, it became clear that the helpline could not recruit enough nurses and was unable to cope during peak times.

NHS 24 director of nursing Eunice Muir said: "I think there is probably a variety of views out there about how good NHS 24 is and certainly patients let us know whether we are good or bad.

The service needs to recruit and retain more nurses

"We have both experiences from patients but I know we're not satisfying everyone and I know where we actually have to improve."

Ms Muir admitted that the service was short of nurses leading to less important calls being moved down the queue, but said further efforts to recruit were ongoing.

She added: "I would say there are a lot of patients on a Saturday and a Sunday morning who will not be happy with their experience because they will go into a call-back queue, but the clinically more acute calls will go straight through to a nurse."

It should be replaced by a local service which meets local needs and dealt with by people who know their own patients Douglas Colville GP

Glasgow GP Douglas Colville has trained nurses for the NHS 24 system.

He accused the service of being unable to cope with the load of calls and said nurses were generally reluctant to issue a diagnosis.

He said: "The system is slow, it's cumbersome, it's over-bureaucratic and just doesn't meet the demands of the public.

"It should be replaced by a local service which meets local needs and dealt with by people who know their own patients."

Recovery plan

A recent review of the service in June uncovered failures at every level.

Health Minister Andy Kerr welcomed the study and said steps were being taken to address some of the issues raised.

The Scottish NHS Confederation, of which NHS 24 is a member, said the dossier raised issues which were relevant right across the health service.