For minor illnesses, start with a pharmacy. For ongoing or non-urgent problems, contact your GP surgery. If you need help urgently and are not sure where to go, use NHS 111 online or call 111. Go to an urgent treatment centre for minor injuries and illnesses that cannot wait, and use A&E or call 999 only for serious injuries and life-threatening emergencies.
When you or someone in your family feels unwell, it is not always obvious which part of the NHS to turn to. Choosing the right service can mean you are seen more quickly. This guide explains what each service does, based on the NHS website.
Which service is right for which problem?
Use this table as a quick guide. If you are unsure, NHS 111 can help you decide.
| Service | Use it for | How to access it |
|---|---|---|
| Pharmacy | Minor illnesses such as coughs, colds, sore throats and aches, questions about medicines, and the seven Pharmacy First conditions | Walk in, no appointment needed. It is worth calling ahead for Pharmacy First |
| GP surgery | Health problems that are not emergencies, ongoing conditions, and fit notes | Online form, the NHS App (if your surgery offers it) or by phone |
| NHS 111 | When you need medical help now but it is not a life-threatening emergency, or you are not sure where to go | 111.nhs.uk, the NHS App, or call 111 |
| Urgent treatment centre | Minor injuries such as sprains, suspected broken bones and cuts, and urgent illnesses such as high temperature, vomiting or rashes | Walk in, or you may be able to book an arrival time through NHS 111 online |
| A&E | Serious injuries and life-threatening emergencies | Go to your nearest A&E |
| 999 | Life-threatening emergencies, such as serious road accidents, strokes and heart attacks | Call 999 for an ambulance |
When should you go to a pharmacy first?
Pharmacists are qualified healthcare professionals, and you do not need an appointment to speak to one. According to the NHS, pharmacies can help with:
- advice on minor illnesses such as coughs, colds, sore throats, ear infections, and aches and pains
- questions about your medicines, including how to take them and possible side effects
- treatments that do not need a prescription
- referring you to a GP or other health professional if they cannot help
Through the Pharmacy First service in England, pharmacists can also give prescription medicines, where appropriate, for seven conditions without you needing to see a GP first:
| Condition | Age |
|---|---|
| Impetigo | 1 year and over |
| Infected insect bites | 1 year and over |
| Earache | 1 to 17 years |
| Sore throat | 5 years and over |
| Sinusitis | 12 years and over |
| Urinary tract infections (UTIs) | Women aged 16 to 64 |
| Shingles | 18 years and over |
Most pharmacies offer Pharmacy First, but the NHS suggests calling ahead to check. Many pharmacies also offer other services, such as some contraception, free blood pressure checks and stop-smoking support.
When should you contact your GP surgery?
Your GP surgery is the right place for health problems that are not emergencies, including symptoms that are not getting better, long-term conditions and anything you would like a doctor or nurse to look at. You also need your GP if you need a fit note, which NHS 111 cannot issue.
Many surgeries let you get in touch using a secure online form, either on their website or through the NHS App. The NHS says the surgery should tell you within 1 working day what will happen next. That might be an appointment or phone call that day or the next, a text message, or advice to see a pharmacist or use another service.
If your surgery is closed and you need medical help that cannot wait until it opens, use NHS 111.
When should you use NHS 111?
NHS 111 is for when you think you need medical help right now, including when your GP surgery is closed or you cannot get through. You can use it in three ways:
- online at 111.nhs.uk (for people aged 5 and over)
- through the NHS App
- by calling 111
The NHS says you should call 111 rather than use the online service if you need help for a child under 5, or if you have complex problems caused by an existing condition, a care plan from your doctor, or need end-of-life care.
NHS 111 can direct you to the right place, such as a pharmacy, your GP, an urgent treatment centre, A&E or 999. It can also arrange a call back from a nurse, ask a local pharmacy to give you an emergency supply of your regular medicine, and help you find an emergency dentist. It cannot book appointments with other NHS services for you.
If you are deaf or have hearing loss, you can use text relay by calling 18001 111, or use the NHS 111 British Sign Language service. If you need help in another language, call 111 and ask for an interpreter. In Scotland the equivalent service is NHS 24, and Wales has NHS 111 Wales.
What can an urgent treatment centre help with?
Urgent treatment centres (UTCs) deal with problems that need attention quickly but are not life-threatening. The NHS says they can help with things such as:
- sprains and suspected broken bones
- cuts and bruises
- stomach pain, vomiting and diarrhoea
- skin infections and rashes
- high temperature in adults and children
- mental health concerns
- emergency contraception
You do not need to be registered with a GP or have a fixed address to use a UTC. You may be able to book an appointment or arrival time through NHS 111 online, and people with appointments or who are most unwell may be seen first. Opening hours vary, so check your local service using the NHS service finder.
When is it right to go to A&E or call 999?
The NHS describes A&E as being for serious injuries and life-threatening emergencies. 999 is for life-threatening emergencies, and the NHS gives serious road traffic accidents, strokes and heart attacks as examples.
When you call 999, the call handler will ask for:
- the location of the emergency, such as the postcode or nearby landmarks
- what has happened, including the main symptom or reason for calling
- your phone number, in case they need to call you back
Depending on the situation, they may send an ambulance or another type of response, or tell you it is safe to make your own way to A&E or be seen elsewhere. Call 999 again if the person's condition changes or your location changes.
If you are not sure whether a situation is an emergency, the NHS advises getting help from NHS 111. But if you believe someone's life is at risk, call 999.
A quick checklist before you go
- Minor illness or medicine question? Try a pharmacy.
- Not urgent, or ongoing? Contact your GP surgery.
- Need help now but not sure where? Use NHS 111.
- Minor injury or urgent illness? Find an urgent treatment centre.
- Serious injury or life-threatening emergency? Go to A&E or call 999.
Frequently asked questions
Do I need an appointment to see a pharmacist?
No. You can walk in and ask to speak to the pharmacist. For Pharmacy First treatment, the NHS suggests calling ahead to check that your local pharmacy offers it.
Can NHS 111 book me a GP appointment?
No. The NHS says 111 cannot make or cancel appointments with other NHS services. It can tell you where to go, and you may be able to book an arrival time at an urgent treatment centre through NHS 111 online.
Should I use 111 online or call for my child?
111 online is for people aged 5 and over. If your child is under 5, call 111 instead.
What is the difference between an urgent treatment centre and A&E?
Urgent treatment centres handle urgent but not life-threatening problems, such as sprains. A&E is for serious injuries and life-threatening emergencies.
Sources
- NHS: How pharmacies can help
- NHS: Using an online form to contact your GP surgery
- NHS: When to use NHS 111
- NHS: When to visit an urgent treatment centre
- NHS: When to call 999
General information only, not medical advice. If you think someone's life is at risk, call 999 straight away. If you need medical help and are not sure where to go, use NHS 111.