Using your local NHS This leaflet explains how the National Health Service (NHS) works in England Choose well. www.dorsetccg.nhs.uk
Using your local NHS Health care is provided by the National Health Service. It is mainly funded by taxation and is free to residents. How do I get help with my health? If you are ill, or worried about your health or the health of anyone in your family, you should go to see your local doctor, called a general practitioner (also known as a family doctor or a GP). You should register with a GP, close to your home, as soon as possible so that you can get medical care if you need it. To register you will need to visit a local GP and provide the following information: name, date of birth, address and telephone number if you have one. You may be asked to show proof of identity such as a passport or driving licence, and proof of your address such as a household bill, bank statement or rent book. You can register directly with the GP practice. However, if you are not sure where to register, please call 111 or visit the NHS Choices website www.nhs.uk 2 Some GPs ask all new patients to have a general health check to establish their current state of health. A nurse will normally do this health check. It is important that you go to this appointment, even if you are well and healthy. You may have already been required to provide evidence that you do not have Tuberculosis disease when you applied for a visa to study or live in the UK. However, it is very important to be aware of the signs and symptoms of TB - cough for a long time, loss of weight and appetite, fever and blood in your sputum may be signs of TB disease or something more serious. The first point of contact for other NHS services is normally through a GP, who will refer you to an appropriate service either in the community or a hospital. In most cases, it is not possible to refer yourself to a hospital other than in emergencies (see below). Everyone in the UK has to wait to see specialist doctors (consultants). Once your GP has referred you, you will be written to with details of your appointment. You must contact the hospital in advance if you need an interpreter to be present at your appointment.
How do I make an appointment? Before you visit a doctor or nurse, you will need to make an appointment in person or by telephone. You can ask to see a male or female doctor or nurse and you should discuss your reasons for this when you make the appointment. If you think you need to see a doctor urgently, tell the receptionist when you make the appointment and they will arrange for you to see or speak with one on the same day. The doctor or nurse may offer you advice and information over the telephone. If the doctor thinks you are too ill to come to the surgery, he or she may visit you at home. Appointments with the doctor will last for about ten minutes. You need to make a separate appointment for each member of the family who wants to see the doctor. Please make sure that you arrive on time for your appointment and if you cannot attend your appointment please make sure you cancel it, giving as much notice as you can. What should I do if my English is not good enough to understand the doctor? If you need language support you must inform the receptionist when you make the appointment. Tell the staff which language you speak and they will arrange an interpreter for you, either in person or on the phone. It is important that you and the doctor are able to understand each other so that he/she can make an accurate diagnosis and discuss any treatment options with you. Other people who work with a GP UK nurses are highly trained and take care of many health needs including vaccinations, advice on contraception, chronic illnesses such as diabetes and can give general health advice. Midwives look after pregnant women and their newborn babies. You would not normally see a gynaecologist. 3
Care before the birth of the baby is called antenatal and after the birth postnatal. Health Visitors are nurses who specialise in children s health and well-being and in helping people with chronic conditions to stay healthy. They can visit you at home. When your GP surgery is closed Most GP surgeries are open from 0830 to 1830 Monday to Friday and some offer extended opening hours during the evening or at weekends. At night, on Saturday or Sunday and on public holidays medical assistance is available for health problems that cannot wait until the GP surgery is open. To get help, you can call 111 for free and receive advice over the telephone. When you call 111, a trained adviser will ask you questions to find out what s wrong, give you medical advice and direct you to someone who can help you, like an out-ofhours doctor or a community nurse. What to do in an emergency In an emergency, if you become seriously ill and cannot wait until your GP surgery is open, you can telephone 999 or 112 (free of charge) for an ambulance, or go to the nearest hospital Emergency Department (A&E). However, this service is only for serious accidents and emergencies. Do not use this service for minor medical problems as you may delay the treatment of other patients attending for genuine medical emergencies. If you are in England on holiday or visiting relatives Hospital treatment NHS treatment is free to everyone who needs any of the following: A&E or emergency treatment given in a walk-in centre providing similar services to those of an emergency department; 4
Compulsory psychiatric treatment; Treatment for communicable diseases (excluding HIV/AIDS) where it is the first diagnosis and connected counselling sessions that are charge free; Family planning services. For all other treatment if you come to England for a holiday or for a short term visit you will have to pay for hospital treatment. If you come from a country with which the UK holds a bilateral healthcare agreement, e.g. within the European Union, then you will be exempt from charges for treatment required for any condition that occurred after your arrival (including conditions you already have which get worse whilst you are here). Decisions about who is entitled to receive free treatment are made on an individual hospital by hospital basis. At present there is no joint agreement that you have to arrange health insurance or to pay for the cost of the treatment. It is, however, advisable to arrange health insurance when you are visiting the UK for any period of time. Treatment from a local general practitioner (GP) GPs do not have to accept applications to temporarily join their patient lists. However you may be able to access some of the above health services from your local GP surgery. It is advisable to approach your local practice to see if they can help you. If a GP considers that you need treatment which is necessary immediately and without delay that will be provided free of charge. If you have difficulty in finding a GP, you should call 111. Paying for emergency treatment Regardless of residential status or nationality, emergency treatment provided by the NHS is free of charge. Using other services Using pharmacies Local pharmacies (chemists) dispense any medicines that you are prescribed by a doctor. They also offer advice about your symptoms or the 5
medications you are taking and can offer non-prescription remedies for minor illnesses such as colds and aches. Many are open late and at weekends and will display information about which pharmacies can be contacted out of hours. Most NHS prescriptions issued by your GP will need to be paid for, although there are some exceptions, such as for children, certain conditions or if you receive certain state benefits. Using NHS dentists Dentists offering NHS dental services charge for all appointments, check ups and treatments. Children and those on some state benefits are treated free. There are standard charges for all NHS treatment. You should register with a practice of your choice as soon as you are able to so that you can make sure your teeth and gums are healthy and visit your dentist regularly. If you are not registered, it can be difficult to find a dentist to treat you in an emergency and could prove very expensive. If you need an interpreter to be present at your appointment, please let the dentist know when you make your appointment. You can find a local dentist by entering your postcode on the NHS Choices website www.nhs.uk or calling 111. Eye tests Opticians offer NHS services to those patients needing their eyes testing or glasses (spectacles). There are many opticians in most towns and cities in the UK. Unless you qualify for free sight tests and/or glasses, funded by the NHS, you will need to pay for an eye test and for any glasses or lenses that you need. You will receive a prescription for your sight problems if necessary which outlines the type of lenses or spectacles that you may need. Any optician can provide you with glasses or contact lenses - it does not need to be the same place that you had your eyes tested. If it is necessary, due to the condition of your eyes, the optician may refer you to a hospital or inform your GP of his/her findings. 6
Making a complaint If you are unhappy about the way you have been treated by an NHS service or member of NHS staff, you have the right to complain. All local hospitals and health service providers have websites which tell you how to do this. If you want to complain about a GP or dental practice, you can ask the practice manager how to make your complaint or contact NHS England on 0300 311 22 33 or england.contactus@nhs.net Alternatively, you can contact the customer care team at NHS Dorset Clinical Commissioning Group on 01305 368926 or complaints@dorsetccg.nhs.uk If you are still not satisfied or confused and want free and independent advice you can also contact Healthwatch Dorset on 0300 111 0102. Useful information Please note this information gives general guidance only and should not be treated as a complete and authoritative statement of law. 7
111 You can call 111 when you need medical help fast but it s not a life-threatening situation. 111 is a fast and easy way to get the right help, whatever the time. 111 is available 24 hours a day, 365 days a year. Calls are free from landlines and mobile phones NHS Choices www.nhs.uk For online information about local NHS services, health and the NHS including where to find a local GP, NHS dentist or pharmacy and the services they offer GP and dental services To get help in finding a local GP or NHS dentist to register with, or for out of hours services when your GP and dentist are closed call 111 Choosewell www.dorsetccg.nhs.uk/choosewell For help in choosing the best local NHS service in Dorset for treating your symptoms To order this leaflet in another format or language, please telephone 01305 368926 or email feedback@dorsetccg.nhs.uk Dorset CCG 2013