Urgent and emergency care – NHS

Both urgent and emergency care services play an important role in ensuring patients receive the right care, from the right person, at the right time. But knowing exactly what these services do, which one you need and how to use them can be confusing.

 

Emergency care

Emergency care involves life threatening illnesses or accidents which require immediate treatment from the ambulance service (via 999) and an emergency department (Accident & Emergency, commonly known as A&E). Life threatening emergencies are different for adults and children. Further information is available on the NHS website- 111.

 

In Surrey, the 999 service is run by the South East Coast Ambulance Service. When you ring 999 your call goes through to their Emergency Operations Centres (EOCs). Trained emergency call takers receive nearly 862,000 calls every year.

 

Urgent care

Urgent care involves any illness or injury which needs urgent attention but isn’t life threatening. Urgent care can be provided by the NHS111 service, Urgent Treatment Centres, Minor Injury Units and Walk-in Centres.

 

NHS111

If you are concerned about your health and unable to contact your GP during the day, or it’s out of hours, call NHS 111. If you are calling on behalf of someone over 5 years of age, you can also use NHS 111 online.

 

Information about NHS 111 in alternative formats:

• Easy Read guide: ISL221 18 NHS111 (assets.nhs.uk) .
• Large print: Help Us Help You – 111 (assets.nhs.uk) .
• Audio information: NHS 111 Information by NHS England (soundcloud.com) .
• BSL interpreter service: follow the steps outlined on the page: Other ways to contact 111 – NHS 111
• Relay UK app or a textphone: call 18001 111. More information about how to use the Relay UK app or a textphone: How to use Relay UK | Relay UK (bt.com)

 

Urgent Treatment Centres

Urgent Treatment Centres (UTC) treat minor illnesses and injuries that are urgent but not life-threatening. They treat adults and children of any age and can deal with the most common ailments people attend A&E for. They are GP led but are not an alternative to your GP practice, which should usually be contacted first. You can walk in to the service or an appointment can be booked through NHS 111.

 

Minor Injury Units and walk-in centres

Minor injury units (MIUs) and walk-in centres can also provide quicker and more appropriate treatment than going to A&E.  No appointment is needed but you can book a timed arrival slot for MIUs through NHS 111 – this helps them know you’re coming and it might help you to get seen more quickly.

 

Treatment is available for minor injuries such as:

• Bites / stings
• Cuts / grazes
• Minor burns / scalds
• Minor eye / ear injuries, including removal of foreign bodies from the ears or nose
• Minor head injuries
• Removal of splinters
• Sprains / strains / limb injuries
• Suspected fractures / broken bones
• Neck pain.

 

You can find information on the location of Urgent Treatment Centres, Minor Injury Units and Walk-in Centres in Surrey on the Surrey Heartlands website, the Frimley Health and Care website or the NHS website. NHS111 can also advise you.

 

Further help and advice

The Healthwatch Surrey Helpdesk provides information and signposting to local people about health and social care services.

It’s also the place to share your experiences of health and social care.  Whether it’s good or bad, big or small, we welcome your feedback and act on it to help improve care where you live.