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What happens when I call NHS Direct Wales?

What happens when I call NHS Direct Wales?

When you call NHS Direct Wales on 0845 46 47 you will hear a voice message letting you know what services we provide.  If you stay on the line your call will be answered by a Call Handler who will ask you for some personal details (your name, address and telephone number for example) and your reason for calling.  You can remain anonymous if you feel uncomfortable giving your details. For patients' safety, all calls are recorded. Calls from landlines and mobiles cost 2p per minute, this will be in addition to the telephone providers access charge.

Depending on your reason for calling, you will be put through to a Nurse Adviser, Health Information Adviser or Dental Health Adviser.  Sometimes, during busy periods, all our advisers will be on other calls so the Call Handler will agree a time with you when it is okay for an adviser to call you back.  This will be within a four hour timeframe.

NHS Direct Wales carries out patient experience surveys to make sure our callers receive the most appropriate advice, care and high quality service. Surveys are carried out over the telephone or by post and participation is voluntary.

If you are calling for health advice, it is important that you give us all the information you can.  We will ask you:

• How you are feeling.
• What you have done to make yourself feel better
• What medicines you are currently taking
• If you have any existing illnesses

Our advisers may be able to tell you how you can look after yourself at home, or they may recommend seeing a pharmacist (chemist). If the problem is more serious, you may be advised to see your local doctor or go to the hospital.  If the problem is very serious, our advisers can call an ambulance on your behalf.