Ambulance and emergency: who to call
If something goes wrong with your health — injury, sudden pain, a child is unwell — it is important to know one simple choice: 999 or 111. 999 — when there is a threat to life. 111 — when it is urgent but not life-threatening. All emergency care in Great Britain is free for everyone, even without documents and without credit on your phone.
999 or 111 — how to choose in 5 seconds
Ask yourself one question: «Could the person die or be seriously harmed right now?»
- Unconscious, not responding
- Severe bleeding that will not stop
- Chest pain, difficulty breathing
- Signs of stroke (face drooping, arm weakness, speech problems)
- Severe burn, serious accident, labour has started
- High temperature, vomiting
- Severe pain but not life-threatening
- Sprain, minor injury
- You do not know where to go
- Ill in the evening / at the weekend, GP is closed
Unsure between 999 and 111? Call 999 — better to be safe when it comes to life.
999 — when there is a threat to life
999 — this is for calling an ambulance (as well as police and fire brigade). Call only when there is a real threat to life. Free from any phone.
- What the operator will askThey will ask for the address (give the town and postcode if you know it), what happened, whether the person is conscious, whether they are breathing. Answer calmly — while you are speaking, the ambulance is already on its way.
- Need an interpreterSay: «I need an interpreter, I speak Russian». They will connect one.
- Not every call = hospitalSometimes you will be directed to a less urgent service — that is normal, it means there is no threat to life.
111 — urgent, but nothing is life-threatening
111 — the free NHS line, open 24/7. This is your «I do not know what to do» number. The operator will assess you and direct you where you need to go.
- What 111 can doGive advice, book you an appointment with an out-of-hours GP, direct you to an urgent care centre or a dentist for acute pain, sometimes issue an urgent prescription.
- OnlineYou do not have to call — you can go to 111.nhs.uk. But if a child under 5 is unwell, it is better to call, not use the online service.
- InterpreterAsk when you call — «interpreter, Russian». For deaf people — Relay UK: 18001 111.
A&E — hospital emergency department
A&E (Accident & Emergency) — the emergency department for serious injuries and life-threatening conditions. Open 24/7. You can walk in yourself or arrive by ambulance.
- How it worksFirst a nurse decides how urgent you are (triage). The most serious patients are seen first. Arriving by ambulance does not mean you will be seen faster.
- Waiting a long time is normalSometimes you wait several hours. You have not been forgotten — someone else is simply more serious. Do not leave without telling the staff.
- Free for everyoneCitizen, refugee, without documents — A&E is free for everyone. Interpreter: «I need an interpreter».
Walk-in, UTC and pharmacy — for non-urgent care
| Where | What for | Appointment |
|---|---|---|
| Walk-in / UTC (urgent treatment centre) | Cuts, bruises, minor fractures, infections, burns, bites, vomiting. UTCs sometimes have X-ray. | No appointment needed (sometimes via 111) |
| Pharmacy | Cold, cough, sore throat, cystitis, minor ailments. The pharmacist will advise and sometimes give you medicine. | No appointment needed |
| GP | Everything else: long-term symptoms, chronic conditions, prescriptions. | By appointment — how to register |
Not everywhere has a walk-in centre — if you are not sure what is nearby, ask 111. Medicines at the pharmacy: free with an HC2 certificate, otherwise £9.90 each (more about prescriptions and HC2).
Mental health crisis — also emergency care
If you are feeling unbearably low, having thoughts of death or self-harm — this is also urgent, and help is available.
Mental health crisis — free, 24/7
Do not feel like speaking out loud — text the word SHOUT to 85258 (SMS support). More details on the mental health page.
It is free and safe
- Free for everyone999, 111, A&E, walk-in — free regardless of status and documents. Nobody has the right to refuse you emergency care.
- Free from any phone999 and 111 work even with zero balance.
- Home Office will not find outSeeking emergency care is confidential, your status is not passed to immigration authorities. Do not be afraid to call an ambulance.
- When you might receive a billOnly if after A&E you are admitted to hospital for planned treatment and you are not from an exempt category. More details — who pays for the NHS. But emergency care will be provided in any case.
Where to go next
Frequently asked questions
Frequently asked questions
Is A&E paid?
No. The emergency department (A&E), ambulance 999 and the 111 line are free for EVERYONE — no documents, no status, no money. It can only become paid later if you are admitted to hospital for planned treatment and you are not from an exempt category. But emergency care itself is always free.
When to call 999 and when 111?
999 — if there is an immediate threat to life: unconsciousness, severe bleeding, chest pain, difficulty breathing, signs of stroke. 111 — if you feel unwell and need urgent help but nothing is life-threatening, or you simply do not know where to go. 111 will advise and direct you.
Can I call 999 without credit on my phone or without a SIM?
999 and 111 are free from any phone, even with zero balance. A 999 call also works from a locked screen. Calling without any SIM card at all is not something you should rely on as guaranteed — keep any working phone nearby.
I do not speak English well.
Tell the operator: "I need an interpreter, I speak Russian". An interpreter will be connected — for 999, 111, A&E and walk-in. For deaf people there is Relay UK: dial 18001 then the number.
What will happen at A&E — will I be seen immediately?
First a nurse assesses how urgent it is (this is called triage). The most serious patients are seen first. Arriving by ambulance does not mean you will be seen faster. Waiting can sometimes be long — that is normal, you have not been forgotten.
Where to go for a mental health crisis?
Call 111 and press "2" — you will be connected to a mental health specialist, 24/7, for any age. If you have already harmed yourself or there is a threat to life — 999 or go to A&E.
Will Home Office find out that I sought emergency care?
No. Emergency care is confidential, your status is not checked and is not reported to the Home Office. Do not be afraid to call an ambulance — life is more important than any fears about status or debts.