Guide: HWB7 Accessing NHS Services: Who to contact and how?
Accessing NHS Services: Who to contact and how
Who we are
Age Scotland is the Scottish charity for older people. We work to improve the lives of everyone over the age of 50 and promote their rights and interests.
Our vision is a Scotland which is the best place in the world to grow older.
Our mission is to inspire, involve and empower older people in Scotland, and influence others, so that people enjoy better later lives.
We have three strategic aims:
We help older people to be as well as they can be
We promote a positive view of ageing and later life
We tackle loneliness and isolation
How we can help
We know that growing older doesn’t come with a manual. Later life can bring changes and opportunities to your life and you may need to know about rights, organisations and services which are unfamiliar to you.
That’s why we provide free information and advice to help you on a range of topics including benefits and entitlements, social care, legal issues such as Power of Attorney, housing and much more. All of our guides are available to download for free from our website, or you can contact our helpline team to have copies posted to you for free.
Our helpline is a free, confidential phone service for older people, their carers and families in Scotland looking for information and advice.
Later life can bring times when you just need someone to talk to. Our friendship line is part of our wider helpline and older people can call us for a chat. We’re here to listen, provide friendship and offer support.
Introduction
An appointment with the family GP used to be the gateway to medical advice for most non-emergency health issues. However, the way to access health advice and treatment has changed in recent years. For some health concerns, your GP will still be the right person to speak to. However, for many minor and non-urgent issues, other health professionals are now better placed to help.
Approaching the best service for your problem may allow you to get advice and treatment faster. And no matter which service you use, your rights as an NHS patient should be respected.
This guide looks at your rights when using the NHS, the type of problem each service can help with and how to access these services.
Your rights and responsibilities as an NHS patient
Your rights when using NHS services in Scotland are set out in The Charter of Patient Rights and Responsibilities.
The Charter covers the following topics:
• Accessing and using NHS services in Scotland: your rights when using NHS health services
• Communication and involvement: your right to be informed about your healthcare and services, and to be involved in decisions about them
• Privacy and confidentiality: your right to privacy, and to have your personal health information protected
• Feedback and complaints: your right to have a say about your treatment or care, and to have any concerns and complaints dealt with.
You can find out more about the Charter and your other health rights at www.nhsinform.scot/health-rights. If you do not have internet access and would like more information, call NHS Inform on 0800 22 44 88.
One of your key responsibilities as an NHS patient in Scotland is to register with a GP. To find GP practices in your area, call NHS Inform on 0800 22 44 88 or visit www.nhsinform.scot/scotlands-servicedirectory/gp-practices.
If you feel your rights are not being respected, page 31 provides more information about what to do if things go wrong. You can also call the Age Scotland helpline for advice on 0800 12 44 222.
Reasonable adjustments
As part of the public sector, all NHS services are required to make reasonable adjustments to allow you to access them fairly and equitably. You do not have to explain why you need these adjustments. Adjustments might include:
• having an interpreter available at appointments or on calls
• bringing someone with you to appointments, or allowing someone to book appointments on your behalf
• home visits if you are unable to leave the house due to mobility or because you are an unpaid carer
• an in-person appointment in place of a video or phone consultation if you cannot use these technologies, or using them causes you undue stress
• having information provided on paper rather than online
• seeing a health professional of a particular gender, for religious or cultural reasons, or because of personal preference.
Independent advocacy
If you have a mental health diagnosis, a learning disability, are autistic or have been diagnosed with dementia, you have the right to an independent advocate. This is someone who will spend time getting to know your needs and preferences, then speak to health or other professionals on your behalf to make sure your views are heard.
The Scottish Independent Advocacy Alliance keeps a list of independent advocates across Scotland. You can use their search tool at www.siaa.org.uk/find-an-advocate or call them on 0131 510 9410.
Which service can help?
The NHS service that will suit you best depends on the symptoms or issue you have. NHS Scotland has published guidance on which NHS service to approach for your specific health concern.
We have provided information from this guidance below, and further details about each service in the next section. The full guidance is available at www.gov.scot/publications/right-care-right-place-2.
You can also visit www.nhsinform.scot/right-care or call NHS Inform on 0800 22 44 88 for more information.
Type of concern / question
• Emergency situations such as suspected heart attack or stroke, breathing difficulties and severe bleeding
• Any other medical emergency that requires immediate treatment
• Cuts and minor burns, sprains and strains, suspected broken bones and fractures
Who to contact and how
Emergency services
Call 999 or go straight to your nearest A&E department.
To find your nearest A&E: call NHS Inform on 0800 22 44 88
To find a dentist and register as a new NHS patient: call NHS Inform on 0800 22 44 88
www.mygov.scot/register-withan-nhs-dentist
In a dental emergency, call the dental practice you are registered with. If you are not yet registered with a practice, call NHS Inform for advice on 0800 22 44 88.
Type of concern / question
• Eye problems including red or sticky eye, pain in or around your eye, blurred or reduced vision, flashes or floaters in your vision
Who to contact and how
Optician
To find an optician: call NHS Inform on 0800 22 44 88
If you have NHS hearing aids, your GP practice can tell you if there is a self-referral hearing aid repair service in your area.
About NHS services
Emergency services
Ambulance services provide emergency medical assistance for life or limb threatening conditions or injuries. You can reach them by calling 999. Emergency situations can include:
• Loss of consciousness
• Cardiac arrest, heart attack or chest pains
• If you think someone has had a stroke
• Sudden and severe confusion
• Breathing difficulties
• Severe bleeding that cannot be stopped
• Severe allergic reactions
• Severe burns or scalds
• Major trauma, such as a road traffic accident or fall from a height
If you are unsure whether you need an ambulance, call NHS24 on 111. The operator will ask you what has happened and will call an ambulance if needed.
For more information, visit www.scottishambulance.com.
Minor injuries units
Minor injuries units are for patients with non-life-threatening injuries. They are often based in hospitals and can treat broken bones, minor burns, head and eye injuries, and insect and animal bites. They can arrange for you to be transferred for specialist help if they find a more serious problem.
To find out if you have a local minor injuries unit, call NHS Inform on 0800 22 44 88 or search minor injuries units at www.nhsinform.scot/scotlands-service-directory.
NHS24 on 111
The 111 service is a free and confidential telephone service for Scotland provided by NHS24. It is available 24 hours a day by calling 111.
Call if you think you need A&E, but it is not life or limb threatening. They will ask what has happened and can connect you to your local A&E or the Scottish Ambulance Service if needed.
You can also call for same-day health advice when your GP practice, pharmacy, optometrist or dentist is closed, or when you are away from home.
This service can also help if you are in mental health distress. Dial 111 and choose the Mental Health Hub option.
For more information, visit www.nhs24.scot/111.
NHS Inform
NHS Inform can provide non-urgent information about health conditions, NHS services in your area, and mental health advice and resources. It also provides information about your rights and responsibilities when using the NHS. Much of the information on their website is available in multiple languages. You can also ask for an interpretation service when you call. Visit www.nhsinform.scot or call 0800 22 44 88.
GP practices
GP practices can provide physical or mental health advice for nonemergency issues that a pharmacist cannot help with. These are often issues that do not go away with simple treatment or rest.
GP practices can sometimes provide same-day advice depending on availability. Many practices have made changes in recent years to how they offer appointments. For example, some provide a sameday telephone call back before offering a face-to-face appointment. Others now have online booking systems. Make sure you know how to book appointments at your GP practice.
As well as General Practitioners (GPs), other health professionals may also work at GP practices, such as General Practice Nurses or Advanced Nurse Practitioners (ANPs). They may offer blood tests, blood pressure checks, women’s health clinics, sexual health clinics and vaccinations, for example. See page 16 for information about vaccination programmes in Scotland.
You may be asked why you need an appointment. Sharing this information can feel very personal, but it helps you get an appointment with the right professional. Just the general category of your problem should be enough. The person asking for this information is part of the practice team and will treat this information confidentially.
If you have more than one health issue to discuss, you may need to book an extended appointment. You could be asked to come back another day for a separate appointment if you do not do this.
If you are an unpaid carer, it is worth telling your GP practice. They may be able to tell you about services in your area. It also lets them know that your appointments may need to be booked around your caring schedule, or as home visits.
Registering with a GP
The GP practice you register with must be close to where you live so they can offer a home visit if needed. If you live within the catchment area of a GP practice, they cannot refuse to register you unless they have reasonable grounds, for example the practice register being full.
In some areas, you may not have a choice of GP practices. If you do have a choice, you might want to consider:
• whether there are staff who speak your preferred language
• how appointment booking works
• opening hours
• availability of parking or public transport links.
Once registered, you will usually be given appointments with the GP who is available when you ask to be seen. This is unlikely to be the same person every time. You can ask to see a specific GP if you prefer, but you may need to wait longer for an appointment.
You do not need a fixed address to register with a GP, and your immigration status does not matter. If you will be living in an area for three months or less, you can register as a temporary patient. If you will be there for longer, you can register as a permanent patient.
You do not need ID to register as a new patient, but if you do have ID, you should bring it with you when you register.
If you want to change GP practice, you can ask another practice to register you; the new practice will contact your current GP to get your medical records.
To find GP practices in your area, call NHS Inform on 0800 22 44 88 or search at www.nhsinform.scot/scotlands-service-directory.
Access to Healthcare cards provide details of patient rights in Scotland and can be shown when you register as a new patient. Visit www.healthliteracyplace.org.uk/access or call the Age Scotland helpline on 0800 12 44 222.
Breathing Space
This is an NHS service that runs a confidential phone line for people in Scotland who are feeling low, anxious or depressed. Call 0800 83 85 87 Monday-Thursday 6pm to 2am and at weekends from Friday 6pm to Monday 6am. They also have a web chat service at www.breathingspace.scot.
Living Life
This is a self-referral phone service offering support to people in Scotland who are experiencing low mood, mild to moderate depression, anxiety or a combination of these. Support is in the form of 4 to 6 sessions of talking therapy using cognitive behavioural therapy (CBT) based techniques.
When you call, you will be asked to provide some contact details and explain your reason for calling. You may be offered an appointment for assessment as soon as the following week or be put on a waiting list, depending on availability.
If the assessor feels the service is not right for you, they will offer you information about other services that would suit you better. If they feel Living Life could benefit you, your talk therapy sessions will typically begin within two to three weeks of your assessment. The sessions will be carried out over the phone at times that suit you. They will aim to help you identify unhelpful thought patterns, find positive ways of coping and build your confidence and self-esteem. You will also be given access to resources that can help with this. Call 0800 328 9655 to refer yourself for an assessment or visit www.nhs24.scot/living-life for more information.
Pharmacies
Traditionally, pharmacists dispense medicines prescribed by a GP and advise on non-prescription treatments for minor symptoms, such as skin irritation or a sore throat. They can also answer questions about medicines you take, any side effects and tell you how different medicines can affect each other.
If you have a prescription for a long-term condition and are registered with a GP practice in Scotland, you can use the Medicines, Care and Review Service. You can register for this service at your local community pharmacy. A pharmacist will review the medicines you take and ask you about any side effects. They will suggest any changes to your treatment they feel would be helpful and can make you a care plan if needed. They will continue to review your medicines regularly with the help of your GP practice.
As part of a care plan, the pharmacist may be able to provide your prescription medicines in a special pack called a blister pack, with each dose clearly marked with the time when it should be taken. This can be useful for carers who support someone to take their medicines. The pharmacist may also arrange for you to collect your repeat prescriptions directly from the pharmacy, without visiting your GP practice each time.
Prescriptions are free in Scotland. Most pharmacies will deliver your prescription to you if you cannot collect it yourself, but some may charge for this. It is sometimes possible to request a repeat prescription online through your GP surgery or pharmacy. However, this depends on the type of treatment and whether this service is available in your area.
NHS Pharmacy First allows you to make an appointment to speak to a pharmacist in private. They can provide free treatment for some minor illnesses and conditions to people who are registered with a GP in Scotland. Some pharmacists have additional qualifications allowing them to prescribe a wider range of medicines.
If the pharmacist is not able to help, they can refer you to another NHS health professional, including a GP, dentist or optometrist. Ask your local community pharmacy about making an appointment.
To find a pharmacy near you, call NHS Inform on 0800 22 44 88 or search at www.nhsinform.scot/scotlands-service-directory.
Dentists
For routine dental treatment, see page 19. For emergency treatment, you should call your usual dentist if you are registered with one. If you are not registered, you should follow advice from NHS Inform. Call 0800 22 44 88 or search ‘dental emergencies’ at www.nhsinform.scot.
The Scottish Government sets the costs of dental treatment for NHS patients. Most dentists provide NHS treatment, but some only offer private care. You can check whether you are an NHS patient by asking the practice you normally visit.
NHS patients pay a maximum of £384 for a single course of treatment (as at April 2025), but most treatments cost much less. Some people are entitled to additional help with dental costs and may even receive free treatment. See page 27 for more information.
Opticians
If you have an eye problem or injury, or a problem with your vision, you should speak to an optometrist as soon as possible. Outwith normal business hours, call NHS24 on 111 for advice. To find an optician near you, call NHS Inform on 0800 22 44 88 or search at swww.nhsinform.scot/scotlands-service-directory.
You will be advised what to do next depending on the problem. In some cases, you may need to go to an Accident and Emergency department (A&E) or minor injuries unit. It is a good idea to have your eyes checked regularly, for eye health as well as vision. See page 18 for more information.
Keeping well
The NHS provides check-ups, preventive treatment and screening for certain health conditions. This is to help prevent illness or catch the signs of certain conditions early so the problem can be treated.
Vaccinations
The NHS provides vaccines against certain infections, to lessen the chances of serious illness. Information on who is eligible is provided below and at the individual web links, or you can call NHS Inform on 0800 22 44 88. Ask your GP practice or a pharmacist which vaccinations are right for you if you are still unsure.
Seasonal flu vaccine
The flu vaccine is offered to those adults who are most at risk of getting seriously ill from flu. Older adults and people with a health condition fall into this category. Other people may qualify because of the job they do. The flu vaccine is usually offered between October and March. If you are eligible, you will get a letter offering you an appointment or telling you how to arrange one. For more information, visit www.nhsinform.scot/fluvaccine.
Pneumonia (pneumococcal) vaccine
The pneumococcal vaccine is available in Scotland to everyone aged 65 and over to protect against bacterial pneumonia. People with certain conditions, or who are at risk because of their job, may also be offered the vaccine. You may only need one dose of the vaccine. If you have a long-term health condition, you may need one dose every 5 years. If you are eligible, you will get a letter inviting you to an appointment. For more information, visit www.nhsinform.scot/ pneumococcalvaccine.
Respiratory Syncytial Virus (RSV) vaccine
RSV is a common illness affecting the lungs and airways and can cause viral pneumonia. The RSV vaccine is currently being offered in Scotland to people who turn 75 years old on any date from 1 August 2025 up to and including 31 July 2026.
You will also be able to get the vaccine if you are aged between 75 and 79 and have not yet been vaccinated. Your date of birth must be between 2 August 1945 and 31 July 1950. For more information, visit www.nhsinform.scot/rsv.
Coronavirus (COVID-19) vaccine
The COVID-19 vaccine will be offered at different times, to people who are most at risk. This usually includes people over a certain age and those with a health condition. If you are eligible when the vaccine is offered, you will get a letter offering you an appointment or telling you how to arrange one. For more information, visit www.nhsinform.scot/covid19vaccine.
Shingles vaccine
Eligibility for the shingles vaccine depends on your age and whether you have certain health conditions. If you were aged 70 or over on 1 September 2024, you are currently eligible even without a health condition and will be eligible until you turn 80.
Shingles is caused by the same virus as chicken pox. When you are infected with chickenpox, some of the virus stays in your body and may become active later in life. This is more likely to happen if your immune system has been weakened by age, stress or illness. For more information, visit www.nhsinform.scot/shingles-vaccine.
Check-ups and examinations
Eye tests
You can have a free NHS eye test every year if you are under 16 or over 60, and every two years if you are between 16 and 59. You may be offered more frequent tests if you have a family history of eye problems such as glaucoma, or if you have a condition that needs regular monitoring.
Your optometrist will test your sight, check the health of your eyes and look for signs of health problems that can be identified and treated before they become serious. If you need glasses after your eye test, you will be given a prescription that provides details of your vision. You can use this to buy glasses from any optician.
You may be entitled to help towards the cost of glasses if you have a low income and you meet certain criteria. Otherwise, you will have to pay the full cost yourself.
For more information on eye tests and help with costs, visit www.nhsinform.scot/optometry or call NHS Inform on 0800 22 44 88.
The Royal National Institute for the Blind provides expert information about vision. Visit www.rnib.org.uk/scotland or call 0303 123 9999.
Hearing tests
If you are concerned about your hearing, your GP can refer you for a free hearing test at the audiology department of an NHS hospital. If you need hearing aids, the NHS will provide these and repair them for free.
You can also get a hearing test from a private supplier, but you will need to pay for the hearing aids and any repairs yourself.
RNID Scotland can provide more information about help with hearing loss. Visit rnid.org.uk/scotland or call 0808 808 0123.
Dental examinations
Everyone in Scotland is entitled to free routine dental examinations on the NHS. Your dentist will decide how often you need to be seen, which could be from once every few months to once every 2 years.
You can register with a dentist anywhere in Scotland; it does not have to be close to your address. More information about receiving NHS dental treatment in Scotland is available at www.nhsinform.scot/dentist.
Not all dentists take on new NHS patients. It is important to ask any dental practice you contact whether they are registering new NHS patients or if they are taking private patients only. If you are not sure whether you are registered as an NHS or a private patient, ask the dental practice you normally visit.
If you need treatment after an examination, you will normally be given a treatment plan and be told how much the work will cost. For NHS patients, the standard costs are set by the Scottish Government.
NHS patients pay 80% of the actual cost of their treatment, up to a maximum of £384 for a single course of treatment, but most treatments cost much less than this. For example, a check-up with preventive advice, which can include a scale and polish if needed, will cost you £16.64. A root canal treatment can cost up to £162.68, while a full set of dentures can cost up to £364.96.
One course of treatment might include a number of different items or procedures, such as x-rays, a filling and a scale and polish. These costs are correct as at July 2025.
You may be eligible for further help with the cost of dental treatment if you have a low income or receive certain benefits. Visit www.mygov.scot/dental-costs-help or see page 27 for information. For information and advice about dental and oral health, dental problems and dental services in Scotland, visit www.nhsinform.scot/dental.
Health screening programmes
NHS Scotland offers the health screenings listed below. You should be contacted if you are eligible and are registered with a GP in Scotland. If you think you may be eligible but have not had a letter, you should contact your GP practice. NHS Inform can provide more information. Call 0800 22 44 88 or visit www.nhsinform.scot/screening.
Condition Availability in Scotland Screening test
Breast cancer
Cervical cancer
Bowel cancer
Abdominal Aortic Aneurysm (AAA)
Diabetic retinopathy
Offered every 3 years to women aged 50-70. Some transgender, non-binary and intersex people may also be eligible.
Available on request after 70.
Offered every 5 years to women and anyone with a cervix between the ages of 25 and 64.
If an issue is found, screening may be offered more frequently and up to the age of 70.
Offered every 2 years to people aged 50-74.
If you are 75 or over, you can request a test every 2 years. Call the Bowel Screening Centre
Helpline on 0800 0121 833.
Offered to men turning 65. Some transgender women, non-binary people and intersex people may also be eligible.
Offered every 1 or 2 years to people with diabetes, depending on risk level.
X-ray scans of each breast, called a mammogram, plus a visual examination
A swab taken from the cervix, called a smear test
Testing a sample of your poo for traces of blood. You will be sent a test kit in the post.
An ultrasound scan of the abdomen (tummy area)
Taking photos of your retinas (backs of your eyes)
Common health issues
Below are some health problems commonly experienced in later life, and what can be done about them.
Falls and stumbles
You should contact your GP practice if you have had a fall, even if you are not injured and generally feel fine. It is important to understand the cause of a fall. As well as mobility problems, falls can be due to health conditions that may need treating. You should also speak to your GP if you are beginning to be unsteady on your feet.
In some areas, specialist falls prevention services provide a range of support to help reduce risk. In other areas, a number of services provide this support between them. You are likely to be offered a ‘home and person’ falls risk screen by the appropriate service in your area.
The screen may include a conversation about your bone health and whether you are likely to have osteoporosis. This is a condition where the bones become weakened and more likely to break or fracture. You may be offered treatments that can increase bone density and reduce the risk of fracture if you fall.
The screen may find you are entitled to aids or adaptations in your home. These could include bath or stair rails, a walking aid, or telecare services so you can call for help if you fall in future. You may also be given strength exercises by a physiotherapist. If the cause of your fall is not clear, you may be referred to a specialist for further tests.
NHS Inform can provide more information about falls and why they matter. Call 0800 22 44 88 or visit www.nhsinform.scot/falls.
See our guides Worried about slips, trips and stumbles and Keeping your feet in later life. Call the Age Scotland helpline on 0800 12 44 222 or visit www.age.scot/information.
Keeping your feet in later life Worried about slips, trips and stumbles?
Foot, ankle and lower leg problems
Some foot problems can be treated with non-prescription medicines from a pharmacy, such as verrucae, fungal toenails and athlete’s foot. For other problems, like bunions, corns, calluses and ingrown toenails, you will need to see a podiatrist, or chiropodist. They can also help with some ankle and lower leg problems.
If you have a condition requiring regular footcare, such a diabetes, you may be referred for NHS podiatry services. Otherwise, you are likely to have to pay for podiatry or chiropody yourself.
You should choose a chiropodist / podiatrist who is registered with the Health and Care Professions Council. Visit www.hcpc-uk.org/check-the-register or call 0300 500 6184. Calls are charged at the local rate.
In some areas, voluntary organisations can provide help with routine personal foot care, including toenail cutting. There may be a small charge for this type of service. For help finding services in your area, call the Age Scotland helpline on 0800 12 44 222.
Incontinence
If you have problems controlling your bladder or bowel, you should contact your GP practice. They can provide advice and suggestions and may refer you for specialist support. There are many ways to manage and even cure these types of problems. For more information, see our Bladder and Bowel Problems guide. Call the Age Scotland helpline on 0800 12 44 222 or visit www.age.scot/information. Bladder and Bowel Problems
Joint pain
Speak to your GP practice if you have joint pain. They can identify the cause and suggest appropriate treatment or management. They may recommend physiotherapy, medications or support bandages, for example. They may also refer you for an assessment with a specialist. Addressing joint pain is important to help you stay active and maintain as much independence as possible in later life. Many people limit their activity levels to avoid pain, but this can have a serious impact on your overall health and well-being.
Our guide Keeping Active in Later Life discusses manageable and sustainable ways to stay active. Call the Age Scotland helpline on 0800 12 44 222 or visit www.age.scot/information.
Menopause symptoms
If you are experiencing menopause symptoms that are disrupting your day-to-day life, make an appointment with your GP. Troublesome symptoms can include heavier or more frequent periods, migraines, low mood, fatigue, vaginal dryness or pain, loss of libido, brain fog, night sweats and hot flushes.
There are many things that can be done to help. For more information about menopause and its symptoms, call NHS Inform on 0800 22 44 88 or visit www.nhsinform.scot/menopause.
Unspecified pain
Pain can tell us that something is wrong and needs treating, so it is always worth having persistent pain checked by a GP. Even if your pain is due to ageing, or a chronic (long-term) condition, it is a good idea to explore treatment and management options. Pain can have a serious impact on quality of life and can prevent us from keeping active, which is key to ageing well.
Keeping Active in Later Life
Pain medicines cannot always stop pain completely, so ask your GP what kind of relief you can expect. Even if your pain is still present, you should feel you can get on with your life.
If medicines do not provide enough relief, pain management techniques can be helpful. You may be referred to your local NHS Pain Management Service to learn about these.
The Pain Association Scotland also runs courses and groups, both in-person and online. Visit painassociation.co.uk or call 0800 783 6059.
Getting the right help
It can sometimes take time to find the right type and level of treatment for pain. You may need to go back to your GP a number of times before achieving a good level of pain reduction.
Research has shown that women in particular often have difficulty getting the right help with pain. If you are struggling to get answers, keep in mind it is both your right to get help managing pain, and your responsibility to ask for support.
The Charter of Patient Rights and Responsibilities states:
“I have the right to get support to manage my condition. For example, I can expect to be given information on…how to control pain,…and how to access other services that could help me.”
It also states: “…I will…ask NHS staff involved in my care for support to help me manage my condition and lead a healthy lifestyle.”
You should continue to ask for support until you get the help you need to manage your pain to an acceptable level.
Pain Concern is a charity for people with chronic pain, providing information about self-management techniques and emotional support. They cannot provide medical advice, so always speak to your GP first. Call 0300 123 0789 (calls charged at local rate) or visit painconcern.org.uk.
Mental health
As well as the services already mentioned, NHS Inform provides more information about common mental health problems and the support available. Call 0800 22 44 88 or visit www.nhsinform.scot/mental-health. Veterans can also contact Combat Stress on 0800 138 1619 or at combatstress.org.uk.
For copies of our Mental Health guides, call the Age Scotland helpline on 0800 12 44 222 or visit www.age.scot/information.
Sexual health and well-being
Sexual health and intimacy in later life are rarely discussed or considered. However, research shows that remaining sexually active, if we want to, remains vitally important for our well-being in later life.
As we get older, we may experience health issues that affect our ability to be sexually intimate and active, or problems with our sexual health that we don’t know how to address. This can affect our selfesteem, our relationships and our overall quality of life.
If you are having problems with sexual intimacy or your sexual health, contact your GP practice. They may suggest an appointment with a Nurse Practitioner, General Practice Nurse or GP. You can ask for a health professional of a specific gender if you prefer.
Some GP practices also run sexual health clinics at specific times where you can speak to someone with expertise in this area. You can also book sexual health appointments online at www.nhsinform.scot/sexualhealth. Call NHS Inform on 0800 22 44 88 to find out about the services in your area.
Help to access NHS services
Help with health costs
NHS services are mostly free, but there are costs for things like glasses and dental treatment. You will need to pay unless you qualify for help for one of the following reasons:
• you receive certain means-tested benefits
• you qualify for help under the NHS Low Income Scheme
• you are an armed forces veteran.
If you receive certain means-tested benefits such as the Guarantee Credit part of Pension Credit, you will get the full amount of help. This includes free dental treatment and vouchers towards the cost of prescription glasses and contact lenses.
To claim this help, you will need to provide the health practitioner with evidence of which benefit you receive and sign a form.
If you have a low income, you can complete an HC1 form to see if you qualify for any help under the Low Income Scheme. This will depend on your weekly needs and income, and those of your partner if you have one. HC1 forms are available from community pharmacies, GP practices, Citizens Advice Scotland and Jobcentre Plus, or by calling 0131 275 6386.
If you qualify, you will be sent either an HC2 or HC3 certificate, depending on whether you qualify for full or partial help. You should bring this with you to appointments. For more information visit www.gov.scot/publications/quick-guide-help-health-costs-6 or call 0300 330 1343. Calls are charged at the local rate.
Claiming back travel costs
If you qualify for help with health costs, you may be able to claim back the costs of some types of travel to get to NHS appointments. You will need to pay for travel yourself and keep your receipts. These will need to be sent with a completed refund claim form, called an HC5, available from NHS hospitals. You will have three months from the date of your appointment to make your claim.
You will only be refunded the cost of the least expensive form of travel, which is usually public transport. If you know public transport will not be an option when you receive your appointment details, you should contact the hospital cashier desk as soon as possible. They will need to confirm whether you will be able to claim back the costs of a more expensive travel option.
Help with travel costs for remote areas
Residents of Highland, Argyll & Bute, Western Isles, Orkney and Shetland can get help with the cost of traveling at least 30 miles (48km), or more than 5 miles (8km) by sea, to get to an NHS hospital for treatment. Ask your local health board or hospital for details of how to claim this help. Visit www.scot.nhs.uk/organisations to find details of your local health board or call the Age Scotland helpline on 0800 12 44 222 if you do not have access to the internet.
For information on having treatment or tests in hospital, see our guide NHS Hospital Appointments and Stays. Call the Age Scotland helpline on 0800 12 44 222 or visit age.scot/information.
NHS Hospital Appointments and Stays
Practical help with travel
The Scottish Ambulance Service can provide transport to hospital if:
• you need assistance from skilled ambulance staff whilst travelling e.g. because you require access to oxygen, or due to side-effects of a medication you take
• travelling another way could put you at risk of harm due to a medical condition e.g. because you need to lie down whilst travelling
If you think you might qualify, you can contact the booking line on 0300 123 1236. They will ask about your needs and let you know if you qualify for help. You will be asked if you have your CHI number, a unique 10-digit health number containing your date of birth. This number is often printed in NHS appointment letters or on the labels of your prescription bags. You can however still arrange transport if you do not know this number.
If you do not qualify for help, the call operator can let you know about alternative transport providers in your area. You can also search for these at www.scottishambulance.com.
Volunteer drivers provide transport to hospitals in some locations. The drivers will have been carefully vetted by the organisation they volunteer for. This could be a charity such as the Royal Voluntary Service or St John Scotland. You can ask the hospital where you have your appointment about volunteer drivers in your area.
Armed Forces Veterans
If you receive a War Pension for a condition caused by your service, you may be entitled to financial help to manage this condition. As a veteran, you are also entitled to priority treatment where there is no greater clinical urgency.
The Defence Medical Welfare Service can help you to access any support you are entitled to as a veteran, both financial and practical. Call their helpline on 0800 999 3697 or visit dmws.org.uk for more information.
Vector24 may be able to help with transport to medical or health appointments, or journeys for your well-being, for example to reconnect with a loved one to combat loneliness. This support is open to you, your family members and your dependents. You can make a booking on their website at vector24.co.uk or by calling 0141 266 6000.
For more information about support available to veterans, see our Veterans Guide to Later Life. Call the Age Scotland helpline on 0800 12 44 222 or visit www.age.scot/information.
The Veterans’ Guide to Later Life in Scotland
If things go wrong
NHS complaints procedure
The NHS has a complaints procedure you should follow if you are unhappy with the treatment you have received. The practice or hospital where you received treatment can give you a copy of this. If you think you have had a personal injury because of health treatment, you should get legal advice before making a complaint. The stages of making a complaint are:
1. Speaking directly to the people involved, possibly with the help of a mediator, to try and resolve the situation locally.
2. If you are not happy with the response you get, you can contact the Scottish Public Services Ombudsman (SPSO). They will review the information and make a decision on what should happen. For information about their service, visit www.spso.org.uk/spso or call 0800 377 7330. There may be a waiting list of a number of months.
3. If you are not happy with the Ombudsman’s decision, you can ask for it to be reviewed in court. This is complex legal process with costs involved, and you should get legal advice from a solicitor about this. You will also need to ask a solicitor to manage the process.
Patient Advice and Support Service (PASS)
The Patient Advice and Support Service is an independent service delivered by the Citizens Advice network. It provides free confidential advice and support to patients, and their carers and families, in their dealings with the NHS. PASS can help you to give feedback or raise concerns. They can also help you to use the NHS complaints procedure to make a complaint about treatment or care provided by the NHS in Scotland.
To contact PASS:
• use their online chat service at pass-scotland.org.uk
• speak to your local Citizens Advice Bureau by calling 0800 028 1456
Useful contacts
Age Scotland helpline 0800 12 44 222
The Age Scotland helpline provides information, friendship and advice to older people, their relatives and carers.
If you need an interpreter, call 0800 12 44 222 and simply state the language you need e.g. Polish or Urdu. Stay on the line for a few minutes and the Age Scotland helpline will do the rest.
You can call us for a copy of our publications list. You can also read, download or order publications at www.age.scot/information.
Patient Advice and Support Service (PASS)
Provides free and confidential advice and support to patients, and their carers and families, in their dealings with the NHS. They can help you to raise concerns or make a complaint.
0800 028 1456 pass-scotland.org.uk
NHS Inform
Provides non-urgent advice and information about health conditions and health services in your area.
0800 22 44 88 www.nhsinform.scot
This information guide has been prepared by Age Scotland and contains general advice only. It should not be relied upon as a basis for any decision or action, nor used as a substitute for professional advice. Neither Age Scotland nor any of its subsidiary companies or charities accepts any liability arising from its use and it is the reader’s sole responsibility to ensure any information is up to date and accurate. Please note that the inclusion of named agencies, websites, companies, products, services or publications in this information guide does not constitute a recommendation or endorsement by Age Scotland or any of its subsidiary companies or charities.
How you can help
Our vision is a Scotland which is the best place in the world to grow older.
All the information we provide is free and impartial. It helps older people access their rights and entitlements and can be life changing.
We are also a lifeline for older people who are feeling lonely and isolated. You can help us to support older people who need us most. Together, we can make a difference.
Make a donation
No matter how small or large, donations make a massive difference and help us continue our important work.
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Complete the donation form and return by Freepost
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Whether it’s having a bake sale or running a marathon, there are so many ways to raise vital funds to support our work. To find out more, call 0333 323 2400 or visit age.scot/fundraise.
Leave us a gift in your Will
By choosing to leave us a gift in your Will, your legacy will help us to continue being there for older people for generations to come. To find out more, call 0333 323 2400 or visit age.scot/legacy.
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Age Scotland is the Scottish charity for older people. We work to improve the lives of everyone over the age of 50 so that they can love later life.
Our vision
is a Scotland which is the best place in the world to grow older.
Let’s keep in touch
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Age Scotland helpline 0800 12 44 222
Email info@agescotland.org.uk
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Age Scotland, part of the Age Network, is an independent charity dedicated to improving the later lives of everyone on the ageing journey, within a charitable company limited by guarantee and registered in Scotland. Registration Number: SC153343. Charity Number: SC010100. Registered Office: Causewayside House, 160 Causewayside, Edinburgh, EH9 1PR
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