NHS 111 is a free service in England that provides urgent medical advice when you need help quickly but the situation is not a life-threatening emergency.
The service is available 24 hours a day, 7 days a week and can help patients understand what healthcare service they should use.
Patients can access NHS 111 by calling 111 or using the NHS 111 online service.
What is NHS 111
NHS 111 is a telephone and online service designed to help patients access urgent healthcare advice.
When contacting NHS 111, patients may:
- receive medical advice
- be directed to the most appropriate NHS service
- be connected to a nurse, doctor or pharmacist if needed
The service helps patients understand where to seek care when they are unsure what to do.
Source: NHS urgent care guidance.
When should you call NHS 111
NHS 111 should be used when you need medical advice quickly but it is not an emergency.
Examples include situations where:
- you need medical help but are unsure which service to use
- your GP practice is closed
- you need urgent advice about symptoms or medication
- you are unsure whether you should go to urgent care
NHS 111 can help determine whether you should see a GP, visit an urgent treatment centre or access another NHS service.
When should you call 999 instead
NHS 111 should not be used for life-threatening emergencies.
You should call 999 or go to A&E immediately if someone has symptoms such as:
- severe chest pain
- difficulty breathing
- signs of stroke
- severe bleeding
- serious injuries
- loss of consciousness
Source: NHS emergency care guidance.
How NHS 111 works
When you contact NHS 111, you will usually be asked questions about your symptoms. The service may be provided by trained call handlers who use a clinical assessment system.
NHS 111 Decision Pathway
Depending on the answers you provide, patients may be directed to:
In some situations, NHS 111 may also arrange appointments with healthcare services.
Can you use NHS 111 online
Yes. The NHS 111 online service allows patients to receive advice without making a phone call.
The online service asks questions about symptoms and provides guidance on what to do next.
Source: NHS digital urgent care guidance.
Is NHS 111 free
Yes. NHS 111 is a free service. Calls to 111 from landlines and mobile phones are free within the UK. The online service is also free to use.
What happens after contacting NHS 111
After completing the NHS 111 assessment, patients may receive several possible outcomes. These include:
- advice to manage symptoms at home
- referral to a GP or pharmacist
- direction to an urgent treatment centre
- referral to emergency services
Navigating urgent care
Services such as NHS 111 help patients access urgent healthcare advice when they are unsure what to do.
Find Care Compare provides guides and tools designed to help patients understand healthcare services and explore available care options.
Compare healthcare providers
Explore NHS and private options — make informed decisions without the admin burden.
Compare healthcare providersFrequently asked questions
Sources
This article summarises publicly available information from: