Out of hours services

It’s late Saturday night, you’re very sick, it can’t wait, what do you do?

Many of us at one time or anther have become sick at times when our doctor’s surgery is closed. You may need urgent care, but who do you call and what do you do? Here we help to provide advice on how you can get medical help out of hours.

What is the out of hours service?

If you require a doctor outside of normal surgery hours, it is the NHS out of hours services you would be put in contact with should you require help.

How do I get help?

If your local GP surgery is closed and should you have a medical need that can’t wait, whether your child has a very high temperature or you need urgent medical attention you should ring your normal GP surgery number. You would then be diverted automatically to the out of hours service and be put through to an emergency call handler who will take your details and pass them to a nurse / clinician who will call you back and be able to assess your needs and advise you of what action is needed.

If your call has been assessed as a medical emergency you will be dealt with straight away and an ambulance is called on your behalf. If your call has been assessed as urgent you would be seen either at one of the primary care centres in Cambridgeshire or receive a home visit within two hours depending on your needs. For less urgent cases you would be directed to the right service within six hours. You may also be given advice or reassurance over the phone to less urgent or serious conditions.

I hear the service is going to change?

From 8 April 2010, out of hours services will be provided by Urgent Care Cambridgeshire to the whole of the county.  Previously, up to four organisations have provided this service to our county. By having one organisation in future to provide the service, it means that GPs working out of hours can drive to any location within the county if demand for the service increases. Patients should get treated more efficiently because the service is being delivered the same way for everyone.

When can you get out of hours services

Depending on when your surgery closes, the out of hours services operate during the following times:

• Friday to Monday 6.30pm to 8.00am
• 24 hours a day on Saturdays and Sundays
• 24 hours a day during Bank Holiday periods

You may be directed to one of the out of hours Primary Care Centres which are based at North Cambs Hospital, Wisbech, Doddington Hospital, Princess of Wales Hospital, Ely, Hinchingbrooke Hospital, Huntingdon and Chesterton Medical Centre, Cambridge. GPs, nurses and other staff are based at these centres, plus they act as bases for the GPs who make home visits during out of hours.

Contact Urgent Care Cambridgeshire for more non-medical information about their services on 01223 726050 available between 9.00am – 6.00pm Monday to Friday excluding Bank holidays.

What if I have a concern or want to complain about out of hours services?

It’s important that your local NHS knows about any problems you experience with out of hours services and helps us to monitor the service and make timely improvements. Should you experience any concerns or problems with the service contact your local NHS patient advice and liaison service (PALS) who provide friendly and professional advice. Please tell them about your experience, they will do their best to help you and shall make a log of your call for our records. All calls are confidential.

PALS Freephone 0800 279 2535 or 01223 725588

c-pct.pals@nhs.net

Patient Advice and Liaison Service
Lockton House
Clarendon Road
Cambridge
CB2 8FH

Available 9.00am to 5.00pm, Monday to Friday excluding Bank Holidays

Outside these hours, an answer phone system is available - please leave a message and we will return your call.