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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 been in 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.

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

  • You must self-isolate for 10 days to make sure you don’t spread the virus. There are a few exceptional circumstances under Regulation 15 where you are able to leave self-isolation, such as to seek medical assistance, where urgent or advised by a medical professional. It’s really important to self-isolate even if you don’t have any symptoms, it can take time to develop symptoms and you could become infectious to others. 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 you need to. You’ll only be advised to take a test if you are displaying symptoms. Testing while asymptomatic (not displaying symptoms) can generate false negatives and is 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 usually 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’ll receive a voicemail, 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 call them back and will need to wait for a call from the contact tracer 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 text to you with the link to the form you need to complete. If you can’t use the website, your information will be taken over the telephone. You will be asked to supply this 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 10 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 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 you need one.

  • 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 that you must keep self-isolating.
  • If you respond ‘yes’, you will be reminded that you must continue to self-isolate 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 10 days to support you.

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. Calls will usually come from this number: 02921 961133.

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.