Choosing between 999, NHS 111, a GP, a pharmacy and urgent care

How do the NHS urgent care services differ?

The NHS has several services for different levels of need. The NHS says 999 is for life-threatening emergencies. NHS 111 is for urgent problems that are not life-threatening, or for when a person is unsure where to go. Urgent treatment centres give urgent help when a problem is not a life-threatening emergency. For less urgent health needs, the NHS says to contact a GP or a pharmacist in the usual way. A pharmacist can help with a minor illness.

When does the NHS say to call 999?

The NHS says 999 is for life-threatening emergencies. Examples in NHS guidance include loss of consciousness, an acute confused state, chest pain, breathing difficulties and cardiac arrest. Further examples include fits that are not stopping, a suspected stroke, severe bleeding, severe allergic reactions, severe burns or scalds, serious head injuries and major trauma. The NHS advises calling 999 for a heart attack or a stroke. Hospital emergency departments, often called A&E, are the place for serious emergencies.

What does NHS 111 do?

NHS 111 is for medical help that is needed urgently when the problem is not life-threatening. It can be used online at 111.nhs.uk, in the NHS App, or by phone. It is available 24 hours a day, 365 days a year, and calls are free from landlines and mobile phones. The online service is for people aged 5 and over. The NHS says to call 111 instead for a child under 5, for complex problems caused by an existing medical condition, for people with a care plan from their doctor for the current problem, or for end-of-life care.

What happens when someone calls NHS 111?

The NHS says the call starts with basic questions, such as who is calling, where they are, and whether the problem affects the caller or someone else. The adviser then asks about the symptoms, including when they started and what has already been tried, as well as any medicines being taken and any existing medical conditions. These questions are there to rule out a life-threatening condition first. The NHS says the call does not give a diagnosis, but it does tell the person what help they need. The outcome may be an ambulance, a referral to urgent care, a GP or another service, or advice on looking after the problem at home. If a nurse is due to call back, the NHS says someone needs to be available to answer.

What can a pharmacist help with?

The NHS lists seeing a pharmacist for help with a minor illness as an option for less urgent needs. In England, the Pharmacy First service lets people use seven pathways by contacting or visiting a pharmacy directly, without a referral. The seven conditions are sinusitis, sore throat, earache, infected insect bites, impetigo, shingles and uncomplicated urinary tract infections. Each has its own age range, so not everyone is eligible. NHS England says the pharmacist assesses the person privately, advises on self-care and, only if appropriate, supplies a limited set of prescription-only medicines. If the pharmacy cannot help, the person is directed to a GP surgery or A&E as appropriate.

What do urgent treatment centres and GPs do?

The NHS says urgent treatment centres give urgent medical help when it is not a life-threatening emergency. They can help with problems such as sprains and strains, suspected broken bones, stomach pain, vomiting and diarrhoea, skin infections and rashes, and a high temperature. Some centres also offer tests such as an ECG, blood tests or an X-ray. A GP registration is not needed to attend. NHS England sets a national standard of opening at least 12 hours a day, seven days a week, with both booked and walk-in patients seen. Appointments can be booked through NHS 111. For less urgent needs, the NHS says to contact a GP in the usual way.

What if it is not clear where to go?

When it is unclear which service fits, the NHS suggests calling 111 first. The NHS says NHS 111 will assess the problem and may offer the chance to speak to a nurse, doctor or paramedic. The person is then advised where to go for treatment. What a local urgent treatment centre offers can vary, so tests and opening arrangements may differ between areas. If someone appears to be in a life-threatening situation, the NHS advises calling 999.