When to call NHS 111

It’s a service many of us are aware of but do you know when you should call NHS 111, what information you need to give them, and what medical help they can offer?

Jo Poolman, team manager of 24/7 Health Support Team, for members, answers these common queries and highlights exactly what the service is.

What is NHS 111?

NHS 111 is for those who need medical help and advice when they’re not in a life-threatening situation and/or their GP, pharmacy or dental practice is closed. The service can also be used when support is needed for mental health distress.

Calling 999 is for emergencies only (life or limb threatening).

This service is also available in Scotland but it is called NHS24, however it’s still available by dialling 111 on your telephone keypad.

Who is the NHS 111 service run by?

It is run by highly trained advisors, supported by healthcare professionals, who are available 24/7 and 365 days a year.

Clinicians, such as nurses, doctors, pharmacists and paramedics all play an important role in NHS 111 and over 50% of people who call 111 speak to someone in one of these roles.¹

What information do I need to give?

When you call you will be asked:

• who you are,
• where you're calling from,
• why you're calling,
• if it's about you or someone else.

The trained advisor will then take you through a carefully prepared checklist designed to identify risk and triage your call, ready to refer to a clinician as necessary.

Sometimes NHS 111 will need to ring you back. The wait time for this is variable; anything from a few minutes to considerably longer. Call backs will be made in order of priority.

What help can NHS 111 give me?

The advisor or clinician can make you a direct appointment with a GP, Pharmacist or Urgent Treatment Centre if appropriate. They can also give you the advice you need without using another service.

NHS 111 clinicians can see a patients' own GP records to support their clinical decision-making; this is beneficial for safe management and joined-up care.

If they believe your condition is urgent, they will either direct you to A&E, transfer you to the 999 service, or send an ambulance, should the condition be life-threatening.

Emergency prescriptions

You can also use the service to request a limited emergency supply of a medicine you’ve completely run out of.²

The medicine required must be a regular repeat prescription, and not a new or recent medical issue.

Tips for using the service

• Think about the time of day/day of the week to call; would it be better to wait till morning?
• Write a concise list of your concerns, starting with the most worrying.
• If you’re taking any medications have them (or a list of them) to hand.
• If you’re calling on behalf of someone else, make sure you have all the details you need.
• If you’re calling on behalf of someone else, they may be asked to give their verbal consent.
• A call back from a clinician will be attempted 3 times; after this they will close the case and you would have to start the process again.
• If your symptoms worsen while waiting for a call back, go to A&E or dial 999.
• If you’re assigned a call back, make sure you give them a number that you know will be free and available (perhaps assign a particular phone in the household?).

For more information about the NHS 111 service visit their website: NHS 111 online

References

1. About NHS 111 - NHS
2. Emergency prescriptions - NHS