The NHS offers many routes to care, and knowing which one to use can get you seen sooner and leave emergency services free for those who need them most. This guide explains what each service is for, how to prepare, and how to get the most from each contact. It is general information, not medical advice, and it cannot assess your symptoms. If you think someone's life is at risk, call 999 straight away.
Start with safety: when to call 999
Some situations need an ambulance or emergency department without delay. Call 999 if someone is having difficulty breathing, has chest pain that could be a heart attack, shows signs of a stroke such as a drooping face, arm weakness or slurred speech, is unconscious or having a seizure for the first time, is bleeding heavily, has a severe allergic reaction, or has had a serious injury. Also call 999 if someone is at immediate risk of harming themselves or others.
If you are unsure whether it is an emergency, it is better to call 999 than to wait. Call handlers are trained to ask the right questions and send the right help. Keep your address, including a postcode, somewhere easy to find, and if possible have someone ready to open the door. If you are deaf or have difficulty speaking, the emergency SMS service lets you text 999 once you have registered your phone in advance, so it is worth registering now.
- Breathing difficulty or choking
- Chest pain or suspected heart attack
- Signs of stroke: face, arms, speech
- Unconsciousness or a first seizure
- Severe bleeding or serious injury
- Severe allergic reaction
NHS 111: urgent advice when you are not sure
NHS 111 is for urgent medical problems that are not life-threatening, especially when you do not know where to go. You can call 111 or use 111 online, and you will be asked questions about symptoms before being directed to the right service. That could be a pharmacy, a GP appointment, an urgent treatment centre, a call back from a nurse or doctor, or an emergency department.
111 is available 24 hours a day in England, Scotland and Wales, where in Scotland it is run by NHS 24. In Northern Ireland, contact your GP practice or, outside surgery hours, the GP out-of-hours service. In England and Wales, 111 also includes a mental health option for people in urgent mental health need. Have any medicines, allergies and existing conditions to hand when you call, and write down any advice you are given.
111 online is often the quickest route for many people, and it can arrange a call back when needed. Use the phone service if you are unsure how to answer the questions, are calling about a young baby, or find online forms difficult. If symptoms get worse after you have been given advice, contact 111 again rather than waiting, and call 999 if anything becomes life-threatening.
- Urgent symptoms and you do not know where to go
- Out-of-hours help when your GP practice is closed
- Booking a slot at an urgent treatment centre
- Finding urgent dental care if you have no dentist
- Urgent mental health help through the mental health option
- Advice on whether you need A&E
Your GP practice
Your GP practice is the main route for ongoing and non-urgent care, including new symptoms that are not urgent, long-term conditions, medicine reviews, referrals to specialists and many vaccinations. Practices now include a wider team, such as practice nurses, clinical pharmacists, physiotherapists, mental health practitioners and physician assistants. Being booked with another member of the team is often the fastest route to the right help.
Most practices use online consultation forms, the NHS App or a phone triage system. Describe your problem clearly and briefly, including when it started, what has changed and what you are worried about, as this helps the practice decide how urgently and by whom you need to be seen. If you need continuity, for example for a complex or ongoing condition, ask whether you can see the same clinician. If you are not registered with a GP, you can register with a practice whose area covers where you live, and you do not need proof of address or immigration status to register.
Tests, referrals and results can take time, so ask how you will hear about them and what to do if you have not heard by a certain date. Keep a note of results and referral dates, especially if several services are involved. If a symptom gets worse or something new develops while you wait, contact the practice again, or use NHS 111 when the practice is closed.
| Situation | Service to start with | Examples |
|---|---|---|
| Life-threatening emergency | 999 or A&E | Chest pain, stroke signs, severe breathing difficulty, heavy bleeding |
| Urgent but not life-threatening, unsure where to go | NHS 111 (phone or online) | High temperature that worries you, sudden new symptoms at night |
| Injury needing prompt treatment | Urgent treatment centre or minor injuries unit | Sprains, suspected simple fractures, minor burns, cuts needing stitches |
| Minor illness or medicine question | Community pharmacy | Sore throat, earache, insect bites, questions about side effects |
| Ongoing or non-urgent health problem | GP practice | Long-term condition, persistent symptoms, medicine review, referral |
| Dental pain or dental injury | Your dentist, or NHS 111 if you have none | Toothache, broken tooth, swelling not affecting breathing |
| Low mood, anxiety or stress | GP or NHS talking therapies self-referral | Ongoing worry, low mood, trouble coping |
| Urgent mental health crisis | NHS 111 mental health option, NHS 24, or 999 if life at risk | Thoughts of suicide, severe distress, risk to self or others |
Pharmacies: more than prescriptions
Community pharmacists are qualified healthcare professionals and a quick first stop for many minor illnesses. They can advise on symptoms, suggest suitable over-the-counter treatments and tell you if you need to see a GP or go elsewhere. Many pharmacies have a private consultation room if you prefer not to talk at the counter.
In England, the Pharmacy First service lets pharmacists assess and, where appropriate, treat several common conditions without a GP appointment, including sinusitis, sore throat, earache, infected insect bites, impetigo, shingles and uncomplicated urinary tract infections in women. Age limits and other conditions apply, so the pharmacist will check whether you are eligible. Scotland, Wales and Northern Ireland have their own pharmacy services for common conditions. Pharmacies can also help with medicine questions, some vaccinations, blood pressure checks and emergency supplies of regular medicines in some circumstances.
- Advice on minor illnesses and medicines
- Pharmacy First assessments for certain conditions in England
- Some vaccinations, such as seasonal flu
- Blood pressure checks
- Help understanding prescriptions and side effects
Urgent treatment centres and minor injuries units
Urgent treatment centres, and in some areas minor injuries units, deal with injuries and illnesses that need prompt attention but are not life-threatening. Typical examples include sprains and strains, suspected broken bones, minor burns and scalds, cuts that may need stitches, minor head injuries without warning signs and eye problems. Many have X-ray facilities, but services and opening hours vary between areas.
You can often walk in, but NHS 111 can book you a time slot, which may reduce waiting. Check local opening hours before you travel, especially late in the evening. If your condition gets worse while waiting, tell the staff straight away. If an urgent treatment centre decides you need emergency care, they will direct you to an emergency department.
For children, bring their red book or personal child health record if you have one, along with any regular medicines. Bring any relevant letters or recent test results for adults too. Staff may still need to ask the same questions more than once, as each professional checks key details for safety.
A&E: for serious and life-threatening problems
Accident and emergency departments are for serious injuries and illnesses that need emergency assessment and treatment. Patients are seen in order of clinical need rather than arrival time, so someone arriving after you may be seen first. For minor problems, using another service is usually quicker for you and helps A&E focus on the sickest patients.
If you do go to A&E, bring a list of medicines, any allergies, your phone and charger, and something to eat and drink if it is safe to do so. Tell staff straight away if symptoms get worse. Never drive yourself if you are seriously unwell or injured, and call 999 if the person cannot safely be moved by car.
If you are there with a child or a relative who has dementia, a learning disability or communication needs, tell staff early so they can make adjustments. Before leaving, make sure you understand the diagnosis in plain terms, any medicines or follow-up arranged, and what warning signs mean you should come back. Ask for written information if it would help you remember.
Dental care
NHS dental practices are not tied to catchment areas in the same way as GP practices, so you can contact any practice offering NHS treatment to ask whether it is taking new patients. Availability varies across the country and waiting lists are common, so it helps to contact several practices. NHS dental charges are set in bands in England and differ in the rest of the UK; some people are exempt, so check the current charges and exemptions on the NHS website for your nation.
For urgent dental problems, such as severe pain, facial swelling or a knocked-out adult tooth, contact your dentist if you have one. If you do not have a dentist, or it is out of hours, call NHS 111, or NHS 24 in Scotland, for help finding urgent dental care. Go to A&E or call 999 if you have swelling that affects breathing, swallowing or your eye, or heavy bleeding that will not stop.
Regular check-ups help catch problems early, and your dentist will recommend how often you need them based on your oral health. Children's NHS dental treatment is free across the UK, so it is worth registering children with a practice as early as possible. If you are struggling to find a practice, ask NHS 111 or your local health board or integrated care board for information on access in your area.
Mental health support routes
Mental health support is available through several NHS routes. Your GP can talk through how you are feeling, discuss options and refer you to services. In England, adults can refer themselves directly to NHS Talking Therapies for common problems such as anxiety and depression, without seeing a GP first. Similar psychological therapy services exist in Scotland, Wales and Northern Ireland, often accessed through the GP.
If you or someone else needs urgent mental health help, call NHS 111 and choose the mental health option in England and Wales, or NHS 24 on 111 in Scotland. In Northern Ireland, Lifeline offers free crisis support at any time on 0808 808 8000. Samaritans can be called free at any time on 116 123, and Shout offers free text support by texting SHOUT to 85258. If someone's life is at immediate risk, call 999 or go to A&E. Children and young people can get support through their GP, school or the local children and young people's mental health service.
- Non-urgent: GP or self-referral to talking therapies
- Urgent: NHS 111 mental health option or NHS 24
- Someone to talk to now: Samaritans on 116 123
- Text support: SHOUT to 85258
- Immediate danger: 999 or A&E
Using the NHS App and getting the most from appointments
In England, the NHS App lets you order repeat prescriptions, nominate a pharmacy, view parts of your GP record, see some test results, manage some hospital appointments and get health advice. Wales and Scotland have their own digital services, and features differ by nation and practice. Setting up the app takes a little time because you need to prove your identity, so do it before you need it urgently. You can also set up proxy access to help manage care for a child or someone you look after, with the right permissions.
Whichever service you use, preparation makes a difference. Write down your main concern, when symptoms started, what makes them better or worse, current medicines and any questions. At the end of an appointment, check you understand what happens next, when you should hear back and what to do if things get worse. If you are unhappy with care, the Patient Advice and Liaison Service in England, or its equivalent elsewhere in the UK, can help resolve concerns and explain how to complain.
- Order repeat prescriptions
- Nominate a pharmacy
- View parts of your GP record
- Manage some appointments
- Set up proxy access for someone you care for
Key terms explained
- NHS 111
- The NHS urgent advice service by phone or online. It assesses symptoms and directs you to the right service.
- NHS 24
- Scotland's urgent care and health advice service, reached by calling 111.
- Urgent treatment centre (UTC)
- A walk-in or bookable centre for injuries and illnesses that need prompt care but are not life-threatening.
- Pharmacy First
- An NHS service in England where pharmacists can assess and treat certain common conditions without a GP appointment.
- Triage
- The process of assessing how urgently someone needs care and which service or professional should see them.
- NHS Talking Therapies
- NHS psychological therapy services in England for common mental health problems. Adults can usually refer themselves.
- Repeat prescription
- A prescription for medicine you take regularly, which can be reordered without a new appointment each time, subject to reviews.
- Proxy access
- Permission for someone to use online NHS services on behalf of another person, such as a parent for a child or a carer for a relative.
- PALS
- The Patient Advice and Liaison Service in England, which helps patients and families with concerns about NHS care.
- Emergency SMS
- A service that lets registered deaf, hard of hearing or speech-impaired people contact 999 by text.
Common mistakes to avoid
- Waiting to see if serious symptoms pass – call 999 for possible heart attack, stroke or severe breathing difficulty.
- Going to A&E for minor problems – use a pharmacy, NHS 111 or an urgent treatment centre to be seen sooner.
- Arriving at appointments without a medicines list – keep an up-to-date list on your phone or in your wallet.
- Leaving it until the last day to reorder regular medicines – request repeat prescriptions several working days before you run out.
- Not setting up the NHS App until you urgently need it – verify your identity in advance so it is ready.
Frequently asked questions
Can I go straight to a pharmacy instead of my GP?
Yes, for many minor illnesses a pharmacist is a good first step, and they will tell you if you need to see a GP or go elsewhere. In England, Pharmacy First lets pharmacists treat certain conditions without a GP appointment. Always call 999 for emergencies.
What is the difference between an urgent treatment centre and A&E?
Urgent treatment centres handle injuries and illnesses that need prompt care but are not life-threatening, such as sprains or minor burns. A&E is for serious and life-threatening conditions. If you are unsure, NHS 111 can direct you and may book you a slot.
Do I need proof of address to register with a GP?
No, you do not need proof of address, identity or immigration status to register with a GP practice. Practices may ask for these but should not refuse registration because you cannot provide them. If you have difficulty, contact the local integrated care board or health board.
How do I get an NHS dentist?
Contact dental practices near you to ask whether they are accepting new NHS patients, as dentists do not have fixed catchment areas. For urgent dental problems without a dentist, call NHS 111, or NHS 24 in Scotland.
Can I refer myself for talking therapy?
In England, adults can usually refer themselves to NHS Talking Therapies online or by phone. Elsewhere in the UK, access is often through your GP. If you need urgent help, use NHS 111's mental health option, NHS 24, or call 999 if life is at risk.
How do I complain about NHS care?
Start by raising concerns with the service directly, or contact PALS in England. You can then make a formal complaint to the provider or the commissioning body. If you are still unhappy, you can go to the relevant health service ombudsman for your nation.