No More Silos: ‘Phone First’‘Phone First’ is a new service for people who are unwell or have an illness or injury which requires urgent treatment but is not life threatening and who are considering travelling to the following Emergency Departments (EDs) and Minor Injuries Units:
Western Area:
When you call the ‘Phone First’ service, a health care professional will clinically assess your condition or that of the person you are phoning on behalf of. They will then make arrangements for the most appropriate urgent care service for your needs.
This may mean arranging an appointment at your local ED, organising rapid tests or assessment, redirecting you to your local GP, GP Out of Hours or the nearest Minor Injuries Unit or providing advice.
From 1 December 2020 at 10am, if you have an urgent problem (excluding serious illness or injury) and are considering travelling to any of the following sites:
You are advised to ‘Phone First’ 24 hours a day, 7 days a week on: 0300 123 1 123
Interpreter Now app: https://interpreternow.co.uk/hscni
(Text Relay: 18001 0300 123 1 123)
From 30 November 2020 at 9am, if you have an urgent problem (excluding serious illness or injury) and are considering travelling to any of the following sites:
You are advised to ‘Phone First’ Monday to Friday from 9am to 6pm on: 0300 123 3 111
Interpreter Now app: https://interpreternow.co.uk/hscni
(Text Relay number 18001 0300 123 3 111)
Western Area:
Phone First Telephone: 0300 020 6000
For people who are Deaf or hard of hearing the Interpreter Now app or the Phone First text relay number 0870 240 5152
Based on the Southern Trusts ability to staff the service, the new telephone number will initially operate from 9am to 6pm Monday to Friday for patients who are considering travelling to the ED or Minor Injuries Unit with an urgent but not life threatening condition.
If the pilot is successful, it is hoped that the Southern Trusts will be able to extend these hours in the future.
With the impact of the COVID-19 pandemic in our community, it is even more important than ever that patients who need emergency treatment aren’t asked to wait in crowded waiting rooms where they may be exposed to COVID-19.
When you have an urgent healthcare need it is still important that you get advice and treatment, but this doesn’t always need to be in the ED. This new service will ensure that you get the right treatment, in the right place and at the right time, whilst reducing the risks to yourself and others.
For all emergencies that are life threatening always call 999 immediately.
This can include (not exhaustive)
If you are unwell or have an illness or injury which requires urgent treatment but is not life threatening and are considering travelling to the Emergency Departments (EDs) and Minor Injuries Units detailed above, then please ‘Phone First’.
There will be no change to the response that is given by dialling 999 if your condition is life threatening.
When you call the ‘Phone First’ service, a health care professional will clinically assess your condition or that of the person you are phoning on behalf of. They will then make arrangements for the most appropriate urgent care service for your needs.
This may mean providing advice or arranging an appointment at your local ED, organising rapid tests or assessment, redirecting you to your local GP, GP Out of Hours or the nearest Minor Injuries Unit or providing advice.
The aim of the Phone First service is to answer 95% of calls within the first minute.
No, the new Phone First numbers are Low Call numbers.
Calls made to a low call 0300 number cost the same as those made to a local area number and are included in many Landline or Mobile call plans such as Free Minutes and Friends and Family bundles.
0300 numbers within the UK are reserved exclusively for Not-For-Profit organisations, the Public sector and Charities and no revenue is paid to the owner of the number.
EDs will always be a safe place for patients and if you turn up without ringing first, you will not be turned away.
However, if your condition is not life threatening, you may have to wait longer or be signposted to another service.
You can access the service by downloading the Interpreter Now app onto your mobile phone. Once registered, you can access a remote interpreter at any time, free of charge.
Interpreter Now app: https://interpreternow.co.uk/hscni
Alternatively you can contact the Text Relay services as detailed above.