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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:

A contact tracer will only contact you 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.

They’ll tell you that you must self-isolate for 10 days to make sure that you don’t spread the virus.

They’ll tell you that you can book a PCR test online. This should be done at the start of your self-isolation period, and again on day 8 (unless you have tested positive in the previous 90 days). When submitting your reasons for taking a test, there is a selection ‘I have been told by contact tracers to get a test’ that you can make. If the first or both of the tests are negative, you will still need to self-isolate for the full 10 day period. It can take up to 10 days or more for symptoms, or for the virus to appear in your system. Remaining in self-isolation will ensure that you do not infect others in what could be your incubating and infectious period.

You’ll need to begin a new period of 10 days self-isolation from the day you took the test if the first or second tests are positive. Day 1 will be the day immediately following the day you took your test. They'll tell you not to take another test if any return a positive result. 

There are some emergency reasons when you can leave self-isolation, including seeking medical help, where urgent or advised by a medical professional.Your family are not required to self-isolate. They should follow the general social distancing guidance and avoid contact with you whilst you are isolating at home.

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?

A contact tracer will phone you.

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?

They’ll call you the following day. You’ll receive a voicemail, confirming that the NHS Wales Test, Trace, Protect service called you. 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?

They’ll ask if you want to provide information over the phone or on the NHS Test, Trace, Protect service website, which might be quicker and easier for you. They’ll ask 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, they’ll take your information over the phone. By working together we can help reduce the spread of the disease, so it’s important that you provide:

  1. your full name, address, postcode, telephone numbers*, email address, date of birth, disability and ethnicity data
  2. whether you have any symptoms of COVID-19
  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. They’ll include advice on how to check if you have COVID-19 symptoms.

  • if you want to use text messaging for your daily check, they’ll  ask you to reply with ‘yes’ or ‘no’ to a question about COVID-19 symptoms each day
  • if you respond ‘no’, they’ll thank you for replying and remind you that you must keep self-isolating
  • if you respond ‘yes’, they’ll remind  you 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. They’ll tell you 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.

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.