Every service we provide is designed around the needs of our patients and you can be assured that we are passionate about providing high quality patient centred services.
If you are feeling unwell and you are unsure of what you should do or which service you should attend then the NHS website is a really useful website created by the NHS and designed to help you. This has an interactive symptoms checker available, which can both reassure and show you other services that may be available and more convenient locally.
One of the Clinical Commissioning Groups we provide services for has produced a short film about the different alternative services you could access rather than going to A&E as a first port of call.
111 is the NHS non-emergency number. It’s fast, easy and free. When you call 111 you will speak to a highly trained adviser, who is supported by healthcare professionals.
They will ask you a series of questions to assess your symptoms and immediately direct you to the best medical care for you.
You can download an easy read leaflet which explains NHS 111 here.
At IC24 we are experienced providers of the NHS 111 service, and have contact centres based in Norwich, Ipswich and Ashford in Kent that are ready to take your call, 24 hours a day, 365 days a year.
Calls to NHS 111 are free from landlines and mobile phones.
NHS 111 offers a video relay service that allows you to make a video call to a British Sign Language (BSL) interpreter. The BSL interpreter will call an NHS 111 adviser on your behalf and you’re then able to have a real-time conversation with the NHS 111 adviser, via the interpreter.
You will need a webcam, a modern computer and a good broadband connection to use this service. Visit NHS 111 BSL interpreter service for more details, including an online user guide.
When to use 111
You should use the NHS 111 service if you urgently need medical help or advice but it's not a life-threatening situation.
Call 111 if:
- you need medical help fast but it's not a 999 emergency
- you think you need to go to A&E or need another NHS urgent care service
- you don't know who to call or you don't have a GP to call
- you need health information or reassurance about what to do next
If a health professional has given you a specific phone number to call when you are concerned about your condition, continue to use that number.
For immediate, life-threatening emergencies, continue to call 999.
How does NHS 111 work?
The NHS 111 service is staffed by a team of fully trained advisers, supported by experienced nurses and paramedics.
They will ask you a series of questions to assess your symptoms, then give you the healthcare advice you need or direct you to the local service that can help you best.
Where possible, the NHS 111 team will book you an appointment or transfer you directly to the people you need to speak to.
If NHS 111 advisers think you need an ambulance, they will immediately arrange for one to be sent to you.
Calls to 111 are recorded. All calls and the records created are maintained securely, and will only be shared with others directly involved with your care.
Out of Hours Service
We have over 20 years of experience in providing GP led out of hours (OOHs) services and the way in which you as a patient can access the service has changed greatly over the years.
Accessing the OOHs service is by calling the NHS 111 service. If the NHS 111 assessment deems that you need to be seen your GP practice within a certain time frame and this falls outside your registered GP opening hours, then your call will be passed through to the OOHs service.
Once we have received your call electronically from the NHS 111 service into the appropriate base, depending on your clinical need you may:
- receive telephone advice from one of our clinicians
- receive a phone call from one of our receptionists who will arrange an appointment for you to come and be seen at one of our bases
- or if you meet our home visiting criteria then a home visit may be offered to you.
GP Led Health Centres
These centres have their own registered patients but are also walk in facilities too, for people who are not registered with a GP surgery in the area. The centres are open from 08:00 - 20:00 seven days a week, including bank holidays.
A caring team of GPs, nurses and healthcare assistants are on hand to treat and advise patients, whether you live locally, work in the area or simply visiting the area.
As you can imagine we cannot predict the number of walk in patients we will receive each day but please be assured that you will be assessed as quickly as possible and seen in order of priority. We endeavour to see and treat you as quickly as possible.
We have a pharmacy in Hastings which is open for 100 hours each week providing self care and healthy living advice.
Our pharmacy service offer a one-stop-shop for customers' healthcare needs. Our core value is to deliver NHS services ensuring the future wellbeing of the community.
• A 100 hour community pharmacies
• Advice for self-care and healthy living
• Dispensing prescriptions with a free collection and delivery service
• Advice and support on long term chronic conditions
• Highly qualified pharmacists
IC24 has developed a fully integrated service with the overnight district nursing team. This supports the in-hours primary care team by ensuring patients receive appropriate care across the 24/7 period.
The service accepts referrals from the in-hours providers, GPs, OOHs GPs, community rapid response teams, paramedic crews and direct from patients known to the service.
The District Nursing Team is able to support the delivery of local care pathways such as treatment of community acquired pneumonia as the nurses are able to administer IV antibiotics. The team also works very closely with the Palliative Care Teams and Hospice@Home to ensure patients receive proactive support.
Health and Justice
We deliver the nurse led Health and Justice services to the Sheppey Prison Cluster in Kent, which includes; HMP Swaleside; HMP Elmley and HMP Standford Hill.
The prisons hold Category B, C, D prisoners and young adults.
We work closely with Her Majesty's Prison Service to ensure that healthcare is delivered efficiently within the constraints of the prison regime and secure environment.
Our Roving GP service provides in hours GPs with an additional capacity resource to safely manage patients within their own homes.
This includes those patients with an urgent care need who require a clinical assessment within an hour, patients who have already seen a GP but require follow up and close medical supervision and those who have attended either the Rapid Access Clinic for Older People (RACOP) or the Acute Medical Unit (AMU) and it’s been agreed that a follow up visit is required.
Admission avoidance is key to this service, and where appropriate care can be safely given to the patient within their own home setting, in collaboration with community rapid response services.