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Explains how the contact tracing system works if you are a confirmed contact of someone who has tested positive for coronavirus.

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First published:
15 June 2020
Last updated:

You’ll only be called if it’s been confirmed that you’ve close contact with someone who has coronavirus. This means you would be at increased risk of catching the disease and passing it on to others, so we need to work together to keep Wales safe.

In Wales, contact tracing is about protecting your health and the health of others.

  • You’ll be asked to self-isolate for 14 days to make sure you don’t spread the virus. It is really important to do this even if you don’t have any symptoms. If you’ve been infected, you could become infectious to others at any point up to 14 days. Members of your family are not required to self-isolate, but they should follow the general social distancing guidance and avoid contact with you whilst you are isolating at home.
  • You’ll also be asked to monitor your symptoms so that you get tested as soon as possible if needed. You’ll only be advised to take a test if you are displaying symptoms. Testing while asymptomatic can generate false negatives and is therefore not recommended.

The NHS Wales Test, Trace, Protect service is there to support you through the process, particularly if you are vulnerable or if you have concerns about self-isolation.

What method will the NHS Wales Test, Trace, Protect service use to contact me?

You’ll initially be contacted by telephone by a contact tracer.

Calls will only come from this number: 02921 961133.

For children under 16 the contact tracer can speak to either of the following:

  • an adult on behalf of the child
  • the child if their parent or guardian has consented 

What if I miss a call from the service?

If you miss a call from the service, you will be called again the following day. You will not receive a voicemail, but if you ring the number back you will hear a message confirming that you were called by NHS Wales Test, Trace Protect service. Calls from this number are outbound only, so you will not be able to speak to a contact tracer and will need to wait for a call back the following day.

What information will I be asked to supply and how will I provide it?

Firstly, you’ll be asked if you want to provide information over the telephone or on the NHS Test, Trace, Protect service website, which might be quicker and easier for you. You’ll be asked if you prefer to communicate in Welsh or English. If you choose to provide information via the website, a secure one-time code will be texted to you with the link to the form you need to complete. If you cannot use the website, your information will be taken over the telephone. You will be asked to supply the following information:

  1. your name, address, postcode, telephone numbers*, email address, date of birth, disability and ethnicity data
  2. whether you have any symptoms of COVID-19, so you can get a test as quickly and easily as possible
  3. what method of contact would you like to use over the next 14 days for your daily check while you are isolating and still at risk of spreading the disease. You can choose from the following options:
    • text
    • daily telephone call from a contact tracer from the NHS Wales Test, Trace, Protect service 

* If you choose to submit your details by completing the website form, you will need to provide a mobile number. If you choose to submit your details over the telephone, then you will be asked to choose between providing a home number or mobile number.

What will the daily checks include?

The daily checks are about the NHS Wales Test, Trace, Protect service looking out for your health and helping you to look out for the health of others. These daily checks will include advice on how to check if you have COVID-19 symptoms and how to get a test if needed.

  • If you want to use text messaging for your daily check, you will be asked to reply with ‘yes’ or ‘no’ to a question about COVID-19 symptoms each day.
  • If you respond ‘no’, you will be thanked for replying and reminded to keep self-isolating.
  • If you respond ‘yes’, you will be asked to continue self-isolating and to book a COVID-19 test as soon as possible via gov.wales/ttp or by calling 119. You will also be advised what to do if you are feeling unwell or need medical attention.
  • Daily checks will continue for 14 days to support you as you help keep Wales safe.

What should I expect from the daily text message?

Daily text messages will be sent from +447775106684 and include a title message NHSWALESTTP (English) or GIGCYMRUPOD (Welsh) depending on your selected language of choice.

What should I expect from the daily call?

You’ll be called daily from this number: 02921 961133 by a contact tracer.

They will check if you have any symptoms of COVID-19 and advise you on what to do next. If you miss the call, you’ll be called again the following day. You will not receive a voicemail, but if you ring the number back you will hear a message confirming that you were called by NHS Wales Test, Trace Protect service. Calls from this number are outbound only, so you will not be able to speak to a contact tracer and will need to wait for a call back the following day.

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