Calling NEMS when you need urgent medical advice or care

You must dial your normal GP surgery number.

Listen carefully to any message as your surgery may have a duty doctor dealing with calls before NEMS takes over.

Most surgeries have systems that transfer your call automatically to our service but some surgeries will give out another number which you should call.

If you are not registered with a GP or only visiting our area, you should dial NHS Direct on 0845 4647 or use their online or digital-TV services.

What happens when you call NEMS

Your call will be answered promptly.

You will be asked to provide some personal details about yourself (or the person you are calling about), your GP’s name and surgery and the problem that has prompted the call.

You will then be asked a series of questions aimed at finding out how urgently you need advice or care - a telephone assessment. What happens next depends on the result of that assessment.

If your problem is assessed as an emergency, you may be advised to call 999 or visit our nearest hospital Emergency Department.

Some patients will have ‘special notes’ - notes that have been sent to NEMS by their GP practice. These notes are most often used for patients with terminal illnesses or under the care of a community matron for a long term condition such as chronic airways disease or heart failure. These notes should appear automatically once the patient’s personal details are entered into our computer system but it is always worthwhile mentioning a special note to the person taking your call. Patients with special notes will receive a call back from NEMS within 20 minutes. It is important that you avoid using your phone during that time or we will be unable to contact you.

Most patients will be asked to expect a call back from a NEMS nurse or GP within the next hour. It is important that you avoid using your phone during that time or we will be unable to contact you.

Following the NEMS telephone assessment you may be:

given advice that allows you to organise your own care, which may include visiting a pharmacy for ‘over the counter’ medication

invited to come to NEMS treatment centre at a specified time

asked to stay at home and expect a visit from us

Please note that we do not operate a walk-in service and if you arrive without an appointment you may be asked to come back later.