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What happens when you call NHS 111

When you call NHS 111, you will be asked: 

  • who you are
  • where you're calling from
  • why you're calling
  • if it's about you or someone else

If it's about someone else, it's better to call when you're with the person so you can ask them to describe their symptoms.

If you're calling from a care home, have the resident's notes to hand.

Based on your answers, the health adviser will:

  • send an ambulance for you if you need one
  • refer you to an urgent care service
  • refer you to another healthcare professional (such as a GP or dentist)
  • arrange for you to visit an evening and weekend (out-of-hours) service
  • arrange for a nurse to call you back
  • give you self-care advice to follow at home

Getting a callback from a nurse

If you are told you will get a callback from a nurse, make sure there is someone available to answer the call.

You may be asked to repeat information. 

If you're answering questions on behalf of someone else, relay the questions to them clearly. Use the phone's loudspeaker if you can.  

Page last reviewed: 14 November 2022
Next review due: 14 November 2025