What does SNS 24 do?
The Contact Centre of the National Health Service – SNS 24 through the Triage, Counselling and Referral Service is responsible for assessing and guiding citizens in the face of a non-emergent health problem (e.g. cough, fever). In other words, through telephone contact, screening is carried out according to the clinical situation and the respective referral to the appropriate level of care – self-care, primary health care, emergency services, INEM or Poison Information Center.
What is INEM?
The National Institute of Medical Emergency (INEM) is responsible for ensuring the provision of emergency medical care to victims of accidents or sudden illnesses, from the place of occurrence to the health unit. Through the European emergency number – 112, INEM has multiple means to respond effectively to medical emergency situations.
Is there an articulation between SNS 24 and INEM?
Yes. The activity of SNS 24 is articulated daily with that of INEM. There is the possibility of transferring calls between the two entities in the course of the activity of the services.
When should I call INEM?
You should call the line 112 in a serious or life-threatening situation. Being an average emergency call, it is transferred to INEM.
What are the serious or life-threatening situations?
Serious or life-threatening situations include the following examples:
- Alteration of state of consciousness
- suspected stroke (change in speech, face or strength)
- choking (after trying to help)
- difficulty breathing
- Accidents with injuries(s)
- chest pain
- Heavy or uncontrollable bleeding
- severe burns or burns in sensitive areas
What should I do when I call INEM?
After contacting the 112 line, you should:
- describe the situation and location where you are
- answer all the questions you put to it
- Hang up the call only when you receive an indication
When should I call SNS 24?
You should call SNS 24 – 808242424 – in case of a non-emergent health problem. The SNS 24, through the Triage, Counselling and Referral Service, is responsible for assessing and guiding citizens in situations of acute illness.
What are non-emergent health problems?
Non-emergent health problems are considered to be the following examples:
- mild to moderate pain (e.g., throat, belly)
- persistent cough
- fever
- nausea or food vomiting
- diarrhoea
- change in blood pressure (no other complaints)
- Persistent crying of the child
- itching or skin changes
What should I have with me when I call SNS 24?
At the time of contact with SNS 24, have identification data with you, such as:
- National Health Service user number
- name
- Date of birth
If you are not the one to contact, be with the user at the time of the call and have their identification data with you.
What is the difference between INEM and SNS 24?
INEM guarantees the provision of emergency medical care to victims of accidents or sudden illnesses. While SNS 24, as a telephone and digital service, guarantees Screening, Counseling and Referral in non-emergent health problems. The activity of INEM and SNS 24 is integrated into the care network of the National Health Service.
Is it important for the citizen to make good use of telephone lines?
yes. It is very important to reinforce the good use of these services by the citizen, since inappropriate use can delay critical responses in time and occupy resources in the wrong way. Therefore, it is essential to understand the purpose of the two telephone lines and in what situations you should use them.
Source: Shared Services of the Ministry of Health (SPMS)/ National Institute of Medical Emergency (INEM)/ Directorate-General for Health (DGS)