NHS 111: How to book a timeslot at A&E

From 1 December you’ll be able to book a slot at your local A&E if you need to by calling NHS 111. Find out what is changing and what it means for you and your loved ones, in this article from Healthwatch England.

The NHS wants to make it easier and safer for patients to get the right treatment when they need it, without waiting a long time to be seen in A&E. Because of the coronavirus pandemic, crowded waiting rooms are also putting patients and hospital staff at risk of catching COVID-19.

How will the service work?

From 1 December 2020, the NHS is introducing a new system called NHS 111 First. If you have an urgent, but not life-threatening health problem you can now contact NHS 111 First to find out if you need to go to A&E. NHS 111 can book you an appointment at your local A&E or emergency department. This means you will have an allocated time to attend hospital and be treated, so you don’t have to wait a long time to be seen and can also help services avoid becoming overcrowded.

Your NHS 111 advisor or clinician could also make you a direct appointment with a GP, Pharmacist or Urgent Treatment Centre. They may also be able to give you the advice you need without using another service.

What will this mean for you?

If your condition is not life-threatening, NHS 111 may direct  you to a more appropriate service or one that can see you sooner. You may also be asked to wait at home until the emergency department is ready to see you, avoiding a long wait in A&E for you and helping to prevent overcrowding. If you need an urgent face-to-face assessment or treatment, NHS 111 should be able to arrange this immediately for you.

How do you use NHS 111 First?

You can contact NHS 111 either online or by phone 24 hours a day, 7 days a week. The service is free to use, including from a mobile phone.

Call 111

Have you used NHS 111 First?

We want to hear from anyone who has used NHS 111 to book an appointment at A&E or an alternative service, so we can understand how it is working for you and your loved ones. We then use your feedback to work with the NHS to improve how it runs services like NHS 111.

What should you do if you have a life-threatening emergency?

If you or a loved one has a life-threatening emergency, you should call 999 or go straight to your nearest emergency department. Examples of an emergency are:

  • Loss of consciousness
  • Acute confused state and fits that are not stopping
  • Chest pain
  • Breathing difficulties
  • Severe bleeding that cannot be stopped
  • Severe allergic reactions
  • Severe burns or scalds
  • Stroke

If you have been asked to wait at home until your appointment by NHS 111 and your condition changes, call 111 again. If you have been asked to wait at home by NHS 111 and you become seriously ill, call an ambulance.

Can I still walk into A&E?

If you do not want to use NHS 111 First, you can still walk into A&E for treatment. Patients who need emergency treatment will be seen first. If your health condition is not as urgent, you may need to wait elsewhere or be asked to return for a later appointment to help manage social distancing in the waiting room.

A medical professional at A&E will assess you and may direct you to a different service if appropriate. If you do not want to be seen by another service, you can still wait in A&E, but you might have to wait longer. No one who turns up to A&E in person should be turned away and told to call NHS 111 instead. If this has happened to you or someone you know, tell us in our short online survey.

What should you do if you have an ongoing medical problem that is looked after by the hospital, which you manage by going straight to A&E when you are ill?

It might be better for you to try and contact the hospital specialists that look after you before you go to A&E. Some patients with complicated medical problems need to be looked after in places other than A&E, particularly if you are vulnerable to infection. But, if you are extremely ill, go to your nearest emergency department or call an ambulance.

What should you do if you have difficulties communicating or hearing?

  • You can tell the call handler that you need an interpreter.
  • Call 18001 111 on a text phone or using the Next Generation Text (NGT) Lite app on your smartphone, tablet or computer.
  • Use the NHS 111 British Sign Language (BSL) interpreter service if you’re Deaf and want to use the phone service.

How else can NHS 111 help me?

NHS 111 helps people get the right physical and mental health advice and treatment when they urgently need it. A specialist health advisor will assess your health needs, give advice, refer you to the most appropriate care service or send an ambulance in case of an emergency.

Depending on where you live or the services available in your area, NHS 111 can also be used to book same-day appointments at local pharmacists, GPs and Urgent care Centres, so you can receive the right type of treatment. If they cannot make you an appointment, they will direct you to the best service to meet your health needs.

As well as A&E appointments, NHS111 can book same-day appointments at pharmacies,

Clinicians such as nurses, GPs and paramedics now play a large role within NHS 111 and may be able to give you the advice or treatment you need without accessing another service.

1 reply
  1. JEAN WRIGHT
    JEAN WRIGHT says:

    This article is very interesting and, hopefully, the information will be more widely available.

    I had cause to ring 111 ten days ago, and during preliminary questions, I was asked if I’d had chest pains within the previous 12 hours. On disclosing that I had heart problems, I was asked if I had had chest pains within the last 24 hours, to which I replied “yes”. I was asked a couple of more questions about my heart symptoms and told an emergency ambulance would be with me within 18 minutes. I mentioned the reason I had called, (a pharmacist thought I might have shingles) and the operator suggested I asked the paramedics when they arrived. Three of them duly arrived withing the allotted time, checked me over and said everything was all right. When asked about the rash, one of them said, not in a nasty way, “I’m not a dermatologist.”

    I know they can’t be too careful, but I was following advice from my GP surgery to see if 111 could arrange an appointment with someone to discuss the rash. I was annoyed to think that I had wasted ambulance time and apologised profusely to the medics.
    From their reaction I concluded that it is not unusual for them to be called out after someone has called 111, even if it isn’t an emergency.

    I know it’s better to be safe than sorry, but these people are so hard pressed.

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