NHS 111: Emergency and Urgent Care Services

NHS 111 is a new service that’s being introduced to make it easier for you to access local NHS healthcare services. You can call 111 when you need medical help fast but it’s not a 999 emergency. NHS 111 is a fast and easy way to get the right help, whatever the time.

NHS 111 is now available in the following areas:

• County Durham and Darlington
• Great Yarmouth and Waveney
• Lancashire (excluding West Lancashire)
• Lincolnshire
• London boroughs of Croydon, Hammersmith and Fulham, Hillingdon, Kensington and Chelsea, and Westminster
• Luton
• North Derbyshire and Nottingham City
• the Isle of Wight

NHS 111 is available 24 hours a day, 365 days a year. Calls are free from landlines and mobile phones.

When to use it

You should use the NHS 111 service if you urgently need medical help or advice but it’s not a life-threatening situation.

Call 111 if:

• You need medical help fast but it’s not a 999 emergency.
• You think you need to go to A&E or need another NHS urgent care service.
• You don’t know who to call or you don’t have a GP to call.
• You need health information or reassurance about what to do next.

For less urgent health needs, contact your GP or local pharmacist in the usual way.

For immediate, life-threatening emergencies, continue to call 999.

How does it work?

The NHS 111 service is staffed by a team of fully trained advisers, supported by experienced nurses. They will ask you questions to assess your symptoms, then give you the healthcare advice you need or direct you straightaway to the local service that can help you best. That could be A&E, an out-of-doctors, a walk-in centre or urgent care centre, a community nurse, an emergency dentist or a late-opening chemist.

Where possible, the NHS 111 team will book you an appointment or transfer you directly to the people you need to speak to. If you need an ambulance one will be sent just as quickly as if you had dialled 999.

If a health professional has given you a specific phone number to call when you are concerned about your condition, continue to use that number.

Typetalk or textphone

If you have difficulties communicating or hearing, you can use the NHS 111 service through a textphone by calling 18001 111.

Calls are connected to the TextDirect system and the textphone will display messages to tell you what is happening. A Typetalk Relay Assistant will automatically join the call. They will talk back what you’ve typed to the NHS 111 adviser and, in return, type back the adviser’s conversation, so you can read it on your textphone’s display or computer.