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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 telephone so that together we can help reduce the spread of the disease, save lives and keep Wales safe.

You’ll be advised that you must self-isolate and you’ll be asked where you’ve been recently and who you’ve been in close contact with. This will help us to contact anyone who may have caught the virus from you. 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.

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 

The contact tracer will ask you for information on your recent close contacts up to 2 days before your symptoms started. They will 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. You must continue to self-isolate for 10 days from the day your symptoms started, or if unknown the day of your test.

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 NHS Wales Test, Trace Protect service. Calls from this number are outbound only, so you won’t be able to call them back and 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?

Firstly, you’ll be asked 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. 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 phone. By working together we can help reduce the spread of the disease, so it’s really important that you:

  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.