How to use NHS 111
NHS 111 is free, available 24 hours a day and tells you the right place to get help when it's urgent but not a 999 emergency. Use it online, in the NHS App or by phone.
- Time
- 10 to 20 minutes
- Difficulty
- Easy
- Steps
- 6
- Checked
What you’ll need
- A phone or internet connection
- The patient's details, symptoms and any medicines they take
- Pen and paper for advice you're given
Safety first
- 111 is not for life-threatening emergencies: call 999.
- This guide doesn't replace medical advice. Always follow what the clinician tells you.
Step by step
-
Step 1: Decide: 111 or 999?
Call 999 for life-threatening emergencies, such as chest pain, difficulty breathing, severe bleeding, signs of a stroke, someone unconscious, or a severe mental health crisis where someone is at risk. Use 111 when you need help urgently but it isn't life-threatening, or you can't reach your GP.
Next: step 2 -
Step 2: Choose how to contact 111
Go to 111.nhs.uk (for anyone aged 5 or over), use the NHS App, or call 111. Calls are free from mobiles and landlines.
Next: step 3 -
Step 3: Call rather than go online if...
Phone 111 if the person is a child under 5, has complex health conditions, has a care plan from a doctor, or needs end-of-life care.
Next: step 4 -
Step 4: Answer the questions
You'll be asked about symptoms. Answer as fully as you can. It helps to have a list of medicines and any conditions to hand.
Next: step 5 -
Step 5: Follow the advice
Depending on the answers, 111 may tell you to go to A&E or an urgent treatment centre, arrange a call back from a nurse or doctor, book you an out-of-hours GP, send you to a pharmacist, or explain how to look after yourself at home.
Next: step 6 -
Step 6: Other things 111 can help with
You can ask 111 about an emergency supply of a prescription medicine, and about urgent dental problems. For urgent mental health help in England, call 111 and choose the mental health option.
Tips
- Deaf or hard of hearing? Use text relay on 18001 111, or the NHS 111 British Sign Language service online.
- If symptoms get worse while you wait, contact 111 again, or call 999 if it becomes an emergency.
When to call a professional
Call 999 straight away for any emergency. For non-urgent problems, contact your GP surgery or a pharmacist.
This guide covers England. In Wales use NHS 111 Wales, in Scotland call NHS 24 on 111 or see NHS inform, and in Northern Ireland check nidirect for out-of-hours services.
Questions people ask
Is 111 free?
Yes, from landlines and mobiles.
Can I use 111 for a child?
Yes. For children under 5, call 111 rather than using the online service.
Sources
Checked 9 October 2026. We wrote this guide in our own words, using:
- NHS: When to use NHS 111 (nhs.uk)
- NHS: Where to get urgent help for mental health (nhs.uk)
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