This North East Ambulance Service video explains when NHS 111 is appropriate for urgent help. It distinguishes life-threatening emergencies, which should use 999, from urgent problems that can be managed via 111 online or phone.

The video describes how 111 can direct people to the right next step, such as A&E, an urgent care centre, a local GP, a pharmacist, a dentist, an ambulance response, medicines advice or self-care. Trained health advisers ask structured questions to judge urgency and whether an ambulance or another service is needed.

It also points out accessible routes: people who are deaf, hard of hearing or speech impaired can contact 111 by text or a British Sign Language relay service, and people whose first language is not English can request an interpreter. Urgent signposting must use a communication route the person can use.