Right Care Right Place: guidance

This time of year puts more pressure on our health and social care services, but we can all help by getting the care we need in the right place. This guide helps explain which NHS service to use for different health concerns, and how to look after your health and the people you care for.


Medical Attention That Cannot Wait

You can access urgent care services by calling NHS 24 on 111 - day or night.
While you should always call 999 or go directly to A&E in emergencies, if you have a non-life threatening condition for which you would previously have visited A&E, you should now first call NHS 24 on 111.

NHS 24 on 111

What this service is for

NHS 24 on 111 can help you get the right care if:

  • You think you need A&E, but it's not life threatening.
  • Your General Practice or Dental Practice is closed and you cannot wait until they reopen.

How to access the service

Call NHS 24 on 111. They will assess and advise you on next steps.

Where a further medical assessment is required, NHS 24 will refer you to the most appropriate health professional. If they think you need A&E, they will either advise you to attend A&E directly, or refer you to your local NHS Board team for further assessment. This may involve a telephone or video call in the first instance, where clinically appropriate.

If necessary, they may arrange for you to arrive at hospital at a certain time. If they don't think you need to attend A&E they will help you get the care you need as quickly, safely, and as close to home as possible. For example, you might be asked to attend your local Minor Injuries Unit for non-life threatening but painful injuries, like cuts, minor burns, sprains, and strains.

Textphone and BSL users

Textphone and Relay UK

You can call NHS 24 111 on
18001 111 or NHS inform on
18001 0800 224488 or use the Relay UK app relayuk.bt.com.

If you use the BSL you can
use the ContactSCOTLAND-BSL interpreting video relay
service available 24/7 at contactscotland-bsl.org.

You can access urgent care services by calling NHS 24 on 111 - day or night. While you should always call 999 or go directly to A&E in emergencies, if you have a non-life threatening condition for which you would previously have visited A&E, you should now first call NHS 24 on 111.

NHSinform.scot/right-care

A&E/999

What this service is for

Your local A&E is for emergencies, such as a suspected heart attack or stroke, severe breathing difficulties or severe bleeding.

How to access the service

In an emergency you should always go directly to A&E or call 999.

Our A&E services are exceptionally busy so we encourage everyone to think carefully before attending. If you do go directly to A&E and it is not the most appropriate place for your care, the A&E team will first make sure you are safe before redirecting you to the best place for your treatment.

If you are unsure whether you need to go to A&E you should visit NHSinform.scot in the first instance. If you think you do need to go to A&E, but it is not life threatening, you should call NHS 24 on 111 first.

Planned Hospital Care (Elective Care/Outpatients)

NHS Scotland is continuing to treat patients based on their clinical urgency.

If you are currently waiting for an appointment or procedure and your symptoms worsen, please contact your hospital clinical team or General Practice.

COVID-19 is still among us, and services have to be measured against the need to keep the virus under control, while continuing to protect the NHS, and save lives.

For further information around Planned Care during the pandemic please visit: NHSinform.scot/waitingtimes.

Contact

Email: sgmarketing@gov.scot

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