Instead of going straight to the Emergency Unit (EU), people will be asked to phone a dedicated telephone number, 0300 10 20 247. This will be available 24 hours a day, 7 days a week. This does not replace 999 calls; if people have an emergency that is life-threatening, they should still call 999.

How will CAV 24/7 work?

Instead of going straight to the Emergency Unit (EU), people will be asked to phone a dedicated telephone number, 0300 10 20 247. This will be available 24 hours a day, 7 days a week. This does not replace 999 calls; if people have an emergency that is life-threatening, they should still call 999.

Calls to CAV 24/7 will be taken by a call handler who will take the details and make an initial assessment. A clinician will ring the caller back within 20 minutes if it is classed as urgent, or within an hour if it is less urgent. The caller will then be referred to the most appropriate service; the right place, first time. If that is the Emergency Unit or Minor Injuries services, an appointment will be made for them to attend within a particular timeslot. The CAV 24/7 number will also replace the current GP Out of Hours numbers for both Cardiff and the Vale; the call handler will take the call and follow the same process as they do now for the Out of Hours service - this will not change.

Why introduce CAV 24/7?

We believe introducing this ‘phone first’ system will:

  • Help staff and patients adhere to social distancing
  • Keep staff and patients safe
  • Save patients’ time as they get a dedicated timeslot to attend EU
  • Allow patients to be seen at the right place, first time (which may not be EU)
  • Prevent overcrowding in EU

How can I take part and help communicate the message? 

As we’ll be launching a week today, we would be very grateful for your help in cascading information and resources to your colleagues and networks. We’d encourage you to join in our ‘virtual’ countdown to launch day (5 August).

You can find more information on our dedicated webpage http://www.cardiffandvaleuhb.wales.nhs.uk/cav-247 and we have also provided a communications ‘toolkit’ of resources; this will be continually added to and is a working live link. We are working through translating all of our materials and creating them in a range of accessible formats; as soon as these are ready they will be added to the toolkit. Please find the link here: https://drive.google.com/drive/folders/13KwPPoAs7FHlzILRFUxkJlX1TCsdYFtT?usp=sharing

In the toolkit, you will find:

  • Graphics for social media including a ‘countdown’ graphic for every day including the 5 August. When sharing any content on social media please remember to include the #CAV247 and our social media account handles @CV_UHB (Twitter) and /cardiffandvaleuhb on Facebook.
  • Posters in landscape and portrait versions to download and share and/or print.
  • The CAV 24/7 logo to place on your website, social media and any other channels you may wish to utilise.

We will also be adding a press release, social media copy and translated materials over the next few days, in readiness of Wednesday 5 August. Please keep checking the toolkit link for this information.

We hope you will join us in promoting the new system across your networks and appreciate your support.

If you have any questions, please contact the Communications team at the Cardiff and Vale University Health Board on 02921 836052 or email This email address is being protected from spambots. You need JavaScript enabled to view it..