The NHS service provides urgent medical advice for cases that are not 999 emergencies
Knowing where to seek medical help if you don’t think you’re ‘ill enough’ for A&E can be confusing – but don’t worry. The NHS has now clarified exactly this, providing clear guidance on the actions you can take.
In a post to X, formerly Twitter, this morning, the NHS said: “If you need urgent medical help but you’re not sure where to go, use 111 to get assessed and directed to the right place for you. Call, go online or use the NHS App.”
The NHS 111 service provides urgent medical advice for cases that are not 999 emergencies, around the clock, every day of the year, including Christmas and Boxing Day. You can generally reach it for free by landline or mobile, or access the service through the NHS App or website.
Once contacted, its professionals will assess your condition and, if necessary, connect you with a nurse, doctor or paramedic. You might be directed to an urgent treatment centre, an out-of-hours GP service, your regular GP during office hours, or the nearest A&E department.
However, the service states that it cannot perform the following actions:
- Issue fit notes – you need to contact your GP
- Make or cancel appointments for you in other parts of the NHS
While NHS 111 is accessible throughout the UK, its online portal is exclusive to England and should only be used to support people aged five and over. Residents of Scotland, Wales, or Northern Ireland should utilise their local online services or call 111, which will connect them to the correct assistance service.
Online guidance from the NHS explains: “If your symptoms mean you need a callback from a nurse, you will be offered one and given a timeframe. You cannot request a callback. 111 online users or people who have called 111 go into the same callback queue and the waiting times are the same.”
It also adds: “111 online has about 120 topics, covering most common symptoms. We can triage one symptom at a time. If you have multiple symptoms, pick the one that is bothering you most. We cannot give advice about conditions you already know you have.”
If you are deaf but need to contact 111 by phone, you can use the NHS 111 British Sign Language (BSL) interpreter service. You can also dial 18001 111 through the Relay UK app on your smartphone, tablet, or computer, or use a traditional textphone if you face difficulties communicating.
However, calling 999 remains the best option if you believe you are facing a life-threatening situation or dealing with a serious issue. This helpline is dedicated to handling emergencies, such as road traffic accidents, strokes, and heart attacks.
The NHS adds: “Calling 999 does not always mean an ambulance will be sent. You might be told it’s safe for you to make your own way to A&E, or to be seen elsewhere.”
For more information on how 111 operates, visit the NHS website here.
