Phone First
Children’s Emergency Department
Location of service
Phone First
Phone First is a telephone service for members of the public who are unwell and considering travelling to an Emergency Department. Before attending an Emergency Department at the Royal Victoria Hospital, Mater Infirmorum Hospital or Royal Belfast Hospital for Sick Children you should PHONE FIRST on 028 9615 9444.
When you make a call, you will be assessed on the phone by a healthcare professional and will then be given advice and, if required, directed to the most appropriate urgent or community service to meet your treatment or care needs.
This could include direction to attend an Emergency Department, an Urgent Care Centre, a Minor Injuries Unit or being redirected to a GP, Pharmacist or other service.
Phone First does not replace 999 – it is for those patients considering attending an emergency department with a non-life-threatening issue.
For all emergencies that are life threatening, always call 999 immediately.
This can include: stroke, heart attack, loss of consciousness, breathing difficulties, severe bleeding or major trauma.
You can also visit the A-Z Symptom Checker for information and advice.
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Is Phone First operational 24/7?
No, Phone First operates between Monday to Friday, 8am-6pm. Outside of these times, you can contact the GPOOH service for advice if it is urgent and you cannot wait until your GP opens the next day.
The emergency 999 service remains available 24/7 for patients experiencing life-threatening injury.
This can include: stroke, heart attack, loss of consciousness, breathing difficulties, severe bleeding or major trauma.
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What happens if I ring 999?
There will be no change to the response that is given by dialling 999 if your condition is life threatening.
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Do I always need to Phone First?
If you are unwell and considering travelling to an Emergency Department you should Phone First.
Patients experiencing life or limb threatening injury or concern should call 999 and seek urgent medical attention.
This can include: stroke, heart attack, loss of consciousness, breathing difficulties, severe bleeding or major trauma.
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What happens when I call Phone First?
A call handler will answer your call and take the relevant details. In the vast majority of cases, patients will be advised to await a call back from a healthcare professional. Depending on the reason for your call, this healthcare professional will provide guidance as to next steps.
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Do I Phone First if taking my child to the Emergency Department?
Children under the age of 16 are treated within our paediatric service in the Royal Belfast Hospital for Sick Children.
If your child has a non-life threatening issue you can visit our Symptom Checker.
If your child is unwell and you are considering travelling to an Emergency Department you should Phone First.
If your child needs urgent medical care call 999.
If your child is experiencing life-threatening issue please attend your nearest Emergency Department.
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Will the person answering my call tell me which hospital/location to go to?
The healthcare professional triaging you will advise you on the most appropriate urgent care service based on your needs or the needs of the person on whose behalf you have called.
This may mean attending a hospital emergency department, minor injuries unit or redirecting you to your local GP, GP out-of-hours or pharmacy. For some service users, advice may be provided on self-care management at home.
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What is the difference between GP out-of-hours and this service?
The Phone First service is available Monday to Friday between the hours of 8am and 6pm (excluding bank holidays) for people with conditions that may cause them to consider travelling to the Royal Victoria, Mater Hospital Royal Belfast Hospital for Sick Children. Phone First provides a clinical triaging advice line for these patients, directing them to the most suitable care based on their need.
In contrast, the GP out of hours service is for people who need urgent care but who cannot wait until their doctor’s practice opens. This includes terminally ill people, very sick children and frail elderly people. Dental out of hour’s service only treats people with dental pain, swelling or bleeding.
GP out of hours services are:
- 6pm on week days until your GP surgery opens the next morning
- 24 hours on Saturday and Sunday
- 24 hours on public holidays
Patients experiencing life or limb threatening injury or concern should call 999 and seek urgent medical attention.
This can include: stroke, heart attack, loss of consciousness, breathing difficulties, severe bleeding or major trauma.
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How will my information be used?
Telephone calls will be recorded for monitoring and training purposes only.
No information will be shared with any other third party, and is only collected to support clinical decision making.
You may be contacted to ask for feedback on your experience of the service, this optional and you can opt out when asked.
Phone First currently operates 8am-6pm Monday to Friday. Outside of these times please contact GP Out of Hours Service
Children’s Emergency Department
Children under the age of 16 are treated within our paediatric service in the Royal Belfast Hospital for Sick Children.
If your child has a non-life threatening issue you can visit our Symptom Checker.
If your child is unwell and you are considering travelling to an Emergency Department you should Phone First.
If your child needs urgent medical care call 999.
If your child is experiencing life-threatening issue please attend your nearest Emergency Department.
Location of service
Our Emergency Departments are located at:
- Royal Victoria Hospital
- Mater Hospital
- Children’s Hospital