How to use NHS services
The NHS is very large, and the biggest employer in Europe. It is so large and complicated, it is hard to know which part of the NHS to use. This page covers the most important 20 servcices available.
Yes, it is quite confusing which one to choose.
- If you are unwell or injured, it’s important to choose the right service to make sure you get the best treatment as quickly as possible. This may not be your GP or A&E.
- For example, NHS111, Walk-in Centres and Pharmacists are underused. These are especially good options out-of-hours (late and weekends).
- Also, did you know you can self-refer to many services, e.g. (‘first contact’) MSK (musculoskeletal) physiotherapist or NHS counsellor (Talking Therapist, or IAPT) without going through your GP?
- If you’re unsure of where to go for help, you can start with NHS 111 online, or your local pharmacist. This MyHSN article may help too!
So, let’s describe 20 options in the NHS. But before that, we will start with self-care.
Self-care (looking after yourself)
Stay at home, with support of family and friends – many illnesses get better of their own accord = ‘2 week rule’
- What for: many illnesses and injuries can be treated at home – e.g. cough or cold, sore throat, headache, sprain, grazed knee, hangover. Staying at home can also help to stop spreading some viral infections
- How to contact: ask yourself and family
- What else can they do: watch TV, have a cup of tea and a biscuit
Ensure your medicine cabinet is stocked with things like paracetamol, aspirin, plasters, gauze, rehydration mixture, a thermometer and indigestion remedy.
Telephone or Cyber
1. NHS111
Good for advice on navigating NHS and can arrange appointments
NHS111 – ring 111, or use website
- What for: advice (especially for urgent care), or if you do not know which bit of NHS to use
- How to contact: ring 111, or use website
- What else can they do: book you GP appointments; guide you for emergency dental, eye care, or emergency prescriptions
Community-based
2. GP
Ring, or book online (via website) or via NHS111 – or self-refer to ‘MSK physiotherapist’ for shoulders, hips, knees pain etc; or Talking Therapist (IAPT) for counselling (e.g. anxiety or depression)
What for:
- Mild or moderately severe new problem, with symptoms lasting over 2 days; many problems get better on their own with no treatment (usually within two weeks)
- Deterioration of longterm condition
- Recurrence of an old problem
How to use
- How to contact: ring, or email admin address at GP practice. You do not need to be registered to see a GP, you can get care there if you are a visitor to the area
- What else can they do: sick (fit) notes, help you get back to work
Notes
- There will also be specific long-term condition clinics (usually run by practice nurses, see below) for contraception, health checks, asthma reviews, diabetes and hypertension checks etc
- Some also do minor operations and vaccinations, and have wound clinics
- And remember, you may see other healthcare professionals that are as good or better than a GP. This could be a Physician Associate, Advanced Nurse Practitioner, Clinical Pharmacist, First Contact Physiotherapist, as well as your GP
- You can register with a GP of your choice but you must live in their catchment area. It is very important to do this, even if you do not currently have any health issues
- Even though GPs run an out-of-hours service, this is for urgent problems that cannot wait till morning. They will not usually be your normal GP and may not have full access to your medical record or medications. In this situation, NHS111 or a Walk-in (or similar) Centre (see below) may be a better option
- But please do not use any of these, for things that can wait till morning (e.g. repeat prescriptions).
3. GP Practice Nurse
What for:
- Monitoring of a long term disease – e.g. diabetes, CKD, high blood pressure (BP), Parkinson’s Disease, epilepsy
- Wound dressing, stitches
- Vaccination
How to use
- How to contact: ring, or email admin address at GP practice
- What else can they do: discuss you with your GP or other specialist nurses
4. Pharmacist
Good for medication review, minor illness and emergency prescriptions
What for:
- Questions about medication
- Repeat prescription
- Medication review
- Many ailments including colds, flu, headache, upset stomachs, urinary tract or eye infections, rashes, dandruff, insect bites and stings
- Other functions: advice regarding which part of NHS to use (like face-to-face NHS111); vaccination; contraception
How to use
- How to contact: go to the pharmacy. Most people can walk to their nearest one
- What else can they do: emergency prescription; some GPs work with a ‘clinical pharmacist’ who has access to your notes and can treat you
Note. Most pharmacies have a private consultation area where you can talk without being overheard. You can speak to the pharmacist in person, or ring them for advice.
Nurses
Nurses can visit you at home. There are different types
5. District Nurse
- What for: nursing issues (e.g. wound dressing, or giving injections) through visits to your home
- How to contact: ring them (they should give you a number) or ring GP reception
- What else can they do: can discuss your problems with your GP (e.g. take photos)
6. Midwife
- What for: pregnancy, and newborn (up to 10-14 days post birth when they handover to health visitor; see below)
- How to contact: ring them (they should give you a number; or find online at local hospital) or ring GP reception
- What else can they do: help you with anxiety or mental health problems
7. Health visitor
- What for: post delivery, and child health upto 2.5 years
- How to contact: ring them (they should give you a number; or find online at local hospital) or ring GP reception
- What else can they do: advice on vaccination
Other health professionals
8. ‘First contact MSK (musculoskeletal) physiotherapist’
Often better than a doctor for shoulder, hip, knee or ankle pain
- What for: bone, muscle or joint problems (e.g. shoulder, hip, knee or ankle pain)
- How to contact: can self-refer in many areas (see GP website or Google ‘first contact NHS physio + your area’) or ring GP reception
- What else can they do: can do an MRI or CT, get an orthopaedic surgeon to see you, and arrange an operation
9. Genitourinary Clinic (GUM; sexual health)
Good for contraception and pregnancy advice – ring or just turn up (you do not need an appointment)
- What for: sexually transmitted diseases (STDs); emergency post-exposure HIV prevention medication, emergency contraception
- How to contact: ring or just turn up (you do not need an appointment)
- What else can they do: contraceptive advice and supplies of condoms etc
Mental Health
Please don’t suffer in silence. We are here to help you. Consider self-referral to an NHS counsellor (talking therapist/IAPT)
Google ‘Talking Therapy’ or ‘IAPT’ + name of your area (or ring GP receptionist)
GPs. Some GPs have an interest in mental health. Ask at the GP reception
10. Counsellor (Talking therapist, previously IAPT)
- What for: mild or moderate mental health problem (e.g. anxiety, depression, OCD and panic attacks); relationship issues
- How to contact: you can often self refer; Google ‘IAPT’ + name of your area; or ring GP reception
- What else can they do: can discuss your problem with (or get you to see) a Consultant Psychiatrist (mental health doctor)
11. Mental Health Crisis Team (MHCT) or Consultant Psychiatrist
- What for: severe mental health problem
- How to contact: MHCT: ring them if you have their number, if not, Google ‘urgent mental health helpline or crisis team’ + local area; consultant psychiatrist (if you have one): ring their secretary (at the hospital they work)
- What else can they do: can get you admitted to a mental health hospital if you are very unwell
Now we turn to hospital-based care in the NHS, and describe which NHS service you may need there.
Hospital-based
12. A&E (Accident and Emergency)
Go there or ring 999 (for ambulance, if you cannot get there by any other method) – for major accidents and emergencies only please
What for:
- Severe physical problem – e.g. chest pain, stroke, new confusion, shortness of breath, severe abdominal pain or bleeding, road traffic accidents, major fractures, head injury, severe burns and collapse. 10 conditions best dealt with at A&E are described here.
- Severe mental problem – e.g. if you or someone else is having a severe mental health crisis, or are considering suicide
How to use
- How to contact: go there; ring 999 (for ambulance) only if cannot get there by other method
- What else can they do: good place to go, if have severe mental health problem (can get a mental health nurse or doctor to see you)
Note. If you have a more minor ailment, you may get a bad experience. It is NOT what they are for. Many quite bad things, are better dealt with by NHS111 or Walk-in and similar centres
13. Walk-in Centre, Urgent Treatment Centre (UTC), Minor Illness/Injury Unit (MIU)
Just turn up, no appointment needed – very good out of hours, including weekends and bank holidays, or if you think you need to be seen face-to-face and examined, or an x-ray
- What for: things you would consult a GP about; they can also deal with a sprain, stitches, minor broken bone, or minor head and eye injury
- How to contact: just turn up, no appointment needed
- What else can they do: emergency prescription
14. Hospital Consultant
Contact via their secretary (or their specialist nurse, see below) if already seen
- What for:
- Serious or rare disease
- Specialist treatments (e.g. operation, chemotherapy, dialysis)
- How to contact: ring their secretary (or their specialist nurse, see below)
- What else can they do: write a letter to your employer if you need your work pattern changing; ring your GP to discuss your problems
Note. In the UK, you cannot refer yourself directly to a consultant. You have to go through your GP (or GP’s physio etc)
Hospital Specialist Nurse (works with Hospital Consultant)
Often a good way of getting through to your hospital consultant, or they may be able to deal with the problem
- What for: knows a lot about their specialist area; experienced
- How to contact: ring them (they should give you a number)
- What else can they do: get a message through to your consultant
15. Dietitian
- What for: weight loss or gain, or other dietary advice
- How to contact: ring them if you have their number (get it when you first see them)
- What else can they do: can also help with fluid restriction, if your doctor has asked you to follow one; refer you for bariatric surgery if ‘natural weight loss’ is not working
Social Care and Help
16. Social prescriber
- What for: help with life problem, loneliness, or practical issue (e.g. shopping)
- How to contact: Google ‘social prescriber + local area’, or ring GP reception
- What else can they do: help you with visiting doctors and nurses
17. Social worker
- What for: life, financial, work and social problems; can help you organise a nursing or residential home, rehabilitation, support workers in the home; rest for carers
- How to contact: ring your local council
- What else can they do: help you with benefits and housing
Other
18. Dentist
- What for: dental and mouth problems
- How to contact: ring up, or just visit
- What else can they do: prescribe antibiotics etc if needed; talk to dental surgeons at local hospital if the procedure required is safer done at a hospital
Note. If you have a serious dental problem at weekends, ring NHS111 and they will guide you to an emergency dentist; you may have to travel some distance to see them
19. Optometrist (optician)
- What for: eye problems
- How to contact: ring and make an appointment or just visit
- What else can they do: some also do hearing tests and aids
Note. If you have a serious eye problem (e.g. blindness, loss of vision or severe pain), it is best to go to an A&E department that has an ‘eye casualty’ (i.e. eye doctors). NHS111 or an internet search can guide you to nearest one. You may have to travel as it may not be your local A&E
20. Podiatry
- What for: foot or toe problems
- How to contact: ring and make an appointment
- What else can they do: if you have diabetes, can work with your diabetic team, to prevent gangrene etc
Summary
Yes it is confusing. We have described how to use (20) NHS services. We hope the options are a little clearer now.
And yes, we know the NHS aint great at the moment in some areas of our work. We are very sorry. But please keep contacting us. Be politely persistent, and with our help, you will get what you need.
