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Explains how the contact tracing system works if you have tested positive for coronavirus.

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First published:
15 June 2020
Last updated:

How will the NHS Wales Test, Trace, Protect service contact me?

If you’ve tested positive for coronavirus (COVID-19), the NHS Wales Test, Trace, Protect service will contact you by phone.

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

A contact tracer will contact you by phone. 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 

They’ll tell you that you must self-isolate for 10 days from when your symptoms started (or if you don’t know, from the day you took your test), to make sure that you don’t spread the virus. There are some emergency reasons when you can leave self-isolation, including seeking medical help, where urgent or advised by a medical professional.

They’ll ask you where you’ve been recently, who you’ve been in close contact with, on any occasion beginning up to 14 days before your symptoms started. This will help to identify where you may have caught the virus, as well as anyone you may have passed the virus to. They’ll explain what this means and talk you through the process. This information will help us contact those at risk of becoming ill and spreading the virus to give them appropriate advice. This is in the interests of protecting your health and the health of your contacts. 

What if I miss a call from the service?

You’ll be called again the following day. You’ll receive a voicemail, confirming that you were called by the They’ll call you again 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 won’t be able to call them back. You’ll need to wait for a contact tracer to call you back 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 texted 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. confirm your name, address, postcode, telephone numbers*, email address, date of birth, disability and ethnicity data
  2. provide names/addresses of the people you’ve come into close contact with and places you’ve visited

* If you choose to submit your details by completing the website form, you’ll need to provide a mobile number.

If you choose to submit your details over the telephone, then you’ll be asked to choose between providing a home number or mobile number.

Where can I find more information on contact tracing?

Further information can be found at contact tracing: your questions.