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What happens when I call NHS 111 Wales?

What happens when I call NHS 111 Wales?

When you call NHS 111 Wales, you will hear a voice message letting you know what services we provide.  If you stay on the line your call will be answered by a Call Handler who will ask you for some personal details (for example, your name, address and telephone number) and your reason for calling.  You can remain anonymous if you feel uncomfortable giving your details. For patients' safety, all calls are recorded.

Depending on your reason for calling, you will be put through to a Nurse Adviser, Health Information Adviser or a Dental Health Adviser.  Sometimes, during busy periods, all our advisers will be on other calls, so the Call Handler will agree a time with you for an adviser to call you back.  This will be within a four hour timeframe.

If you are calling for health advice, it is important that you give us all the information you can.  We will ask you:

  • How you are feeling
  • What you have done to make yourself feel better
  • What medicines you are currently taking
  • If you have any existing illnesses

Our advisers may be able to tell you how you can look after yourself at home, or they may recommend seeing a pharmacist (chemist). If the problem is more serious, you may be advised to see your local doctor or go to the hospital.  If the problem is very serious, our advisers can call an ambulance on your behalf.

NHS 111 Wales carries out patient experience surveys to make sure our callers receive the most appropriate advice, care and high-quality service. Surveys are carried out over the telephone or by post and participation is voluntary.

You can find information on what to do if you or a family member are feeling unwell when your GP surgery is closed (out of hours including evenings, weekends and bank holiday) here.


For urgent mental health support call NHS 111 and press OPTION 2

The service is available for people of all ages, 24 hours a day, 7 days a week in all areas of Wales to ensure those in need of support can access it quickly when they need it most.

If you need to talk to someone urgently about your mental health, or you’re concerned about a family member, call NHS 111 and select option 2 to be placed in direct contact with a mental health worker in your area.

The number is free to call from a landline or mobile, even if you have no credit left.

NHS 111 Wales Press 2

24/7, 365 days a year