用中文理解英國 NHS，知道應該去哪裡求助Understand the NHS in England, and know where to seek help

1. 為何英國和你原本熟悉的就診方式不同？1. Why is the UK different from the way you may be used to seeing a doctor?

在不少華語地區，例如香港、台灣，很多人習慣不舒服時即日 walk-in 見醫生，或者直接掛號看某一科。但在英格蘭，NHS 比較重視「分層、預約、轉介」。最大的不習慣，通常是要先等預約、先找 GP（General Practitioner，家庭醫生），再由系統按情況分流。

In many Chinese-speaking regions, such as Hong Kong and Taiwan, many people are used to walking in to see a doctor on the same day when they feel unwell, or directly booking a particular specialty. In England, the NHS places more emphasis on “layered services, appointments and referrals”. The biggest unfamiliar part is usually having to wait for appointments, contact a GP (General Practitioner) first, and then be directed by the system depending on the situation.

簡單比較：

A simple comparison:

不少移英人士反映，最難適應的是「等」和「先分流」的文化。這是很正常的落差。英醫路的目的不是叫你硬記制度，而是幫你知道：什麼情況應該找誰，避免在錯的門口等錯隊。

Many people who move to England report that the hardest things to adapt to are the culture of “waiting” and “being directed first”. This gap is normal. The purpose of Health Road England is not to make you memorise the system, but to help you understand: which situation should go to whom, so you can avoid waiting in the wrong queue at the wrong door.

資料來源：Health Road England 三地制度落差研究報告；官方來源包括 nhs.uk、香港醫管局、台灣健保署

2. NHS 的核心概念：不是所有情況都去 A&E2. The core NHS idea: not every situation goes to A&E

NHS 的求醫邏輯，可以先理解成五層：

The NHS healthcare logic can first be understood as five layers:

走錯層級，可能會浪費時間，也可能令真正需要急救的人等得更久。你不需要自己診斷病情，但要知道「下一步應該問誰」。

Going to the wrong layer may waste time and may also make people who truly need emergency care wait longer. You do not need to diagnose your own condition, but you need to know “who should I ask next”.

你可以先記住這句：

You can first remember this:

3. NHS 五層服務一覽3. Overview of the five NHS service layers

3.1 社區藥房 Pharmacy3.1 Community pharmacy

社區藥房（Community Pharmacy）不只是配藥的地方。藥劑師可以為輕微症狀提供建議，亦可透過 Pharmacy First（藥房優先服務）處理指定常見病。

A community pharmacy is not only a place for dispensing medicines. Pharmacists can provide advice for minor symptoms and can also treat specified common conditions through Pharmacy First.

Pharmacy First 可讓社區藥房直接處理 7 種常見病，病人毋需先看 GP。研究報告列明，這項服務對病人免費。

Pharmacy First allows community pharmacies to treat 7 common conditions directly, without the patient needing to see a GP first. The research report states that this service is free for patients.

Pharmacy First 7 種常見病及適用年齡

The 7 common Pharmacy First conditions and applicable ages

如果情況屬於以上範圍，可以直接到社區藥房查詢。若藥劑師認為你需要其他服務，會建議下一步應該怎樣做。

If your situation falls within the above scope, you can ask a community pharmacy directly. If the pharmacist thinks you need another service, they will advise what the next step should be.

適合：

Suitable for:

• 輕微疾病查詢Minor illness enquiries
• Pharmacy First 指定常見病Pharmacy First specified common conditions
• 部分緊急藥物補充Some urgent medicine supplies
• 重複處方配藥Repeat prescription dispensing
• 部分基本健康服務，例如血壓檢查Some basic health services, such as blood pressure checks

資料來源：england.nhs.uk

3.2 GP 家庭醫生3.2 GP

GP（General Practitioner，家庭醫生）是 NHS 的主要入口。完成 GP 登記後，日常病、慢性病管理、病假紙和專科轉介，通常都先經 GP 處理。

A GP (General Practitioner) is the main entry point to the NHS. After completing GP registration, everyday illness, long-term condition management, Fit Notes and specialist referrals usually go through the GP first.

GP 主要負責：

GPs mainly deal with:

• 日常疾病Everyday illnesses
• 慢性病管理Long-term condition management
• 需要時轉介專科Referral to specialists when needed
• Fit Note（病假紙）Fit Note
• 疫苗安排Vaccination arrangements

在英格蘭，GP 一般需要預約，不是直接 walk-in。預約方式可以包括電話、網上、NHS App 或親身向診所查詢，但實際方式視乎診所安排。

In England, a GP generally requires an appointment and is not direct walk-in. Appointment methods may include phone, online, the NHS App or asking the practice in person, but the actual method depends on the GP practice.

GP 不適合處理即時生命危險情況。如果情況危急，不應只等待 GP 回覆，應立即打 999 或去 A&E。

A GP is not suitable for immediate life-threatening situations. If the situation is urgent and dangerous, you should not only wait for a GP reply. You should call 999 or go to A&E immediately.

資料來源：nhs.uk

3.3 NHS 1113.3 NHS 111

NHS 111 是分流服務，不是診斷服務。它的作用是幫你判斷下一步應該去哪裡，例如 GP、UTC、社區藥房，或在嚴重情況下建議 999 / A&E。

NHS 111 is a triage service, not a diagnostic service. Its role is to help you work out the next step, such as GP, UTC, community pharmacy, or in serious situations advising 999 / A&E.

你可以透過以下方式使用 NHS 111：

You can use NHS 111 in the following ways:

NHS 111 不能：

NHS 111 cannot:

• 作出醫療診斷Give a medical diagnosis
• 直接提供治療Provide treatment directly
• 開 Fit Note（病假紙）Issue a Fit Note
• 取消或預約其他 NHS 服務Cancel or book other NHS services

如果你不肯定情況是否嚴重，先用 NHS 111，比自己亂估更安全。

If you are not sure whether the situation is serious, using NHS 111 first is safer than guessing by yourself.

資料來源：nhs.uk、111.nhs.uk

3.4 UTC 緊急治療中心3.4 UTC Urgent Treatment Centre

UTC（Urgent Treatment Centre，緊急治療中心）處理非生命危險，但需要即日處理的緊急情況。

A UTC (Urgent Treatment Centre) deals with urgent situations that are not life-threatening but need same-day attention.

UTC 對新移民特別重要，因為研究報告指出，UTC 不需要 GP 登記或 NHS 號碼，可直接使用。部分情況亦可透過 NHS 111 預先登記或安排指定時間。

UTCs are especially important for new immigrants because the research report states that a UTC does not require GP registration or an NHS number and can be used directly. In some situations, NHS 111 can also register you in advance or arrange a specific time slot.

適合 UTC 的情況例子包括：

Examples of situations suitable for a UTC include:

• 扭傷、骨折等受傷Injuries such as sprains and fractures
• 傷口或皮膚感染Wounds or skin infections
• 腹痛、嘔吐、腹瀉Abdominal pain, vomiting, diarrhoea
• 高燒High fever

UTC 可進行的檢查包括：

Tests that a UTC may carry out include:

• X 光X-ray
• ECG（心電圖）
• 血液測試Blood test

開放時間（一般情況）：NHS England 的標準是 UTC 每日至少開放 12 小時、一週 7 日，包括銀行假期（bank holiday）—— 這正好是 GP 診所通常關門的時段。不過，各區 UTC 的實際開放時間並不一致（例如有些 8am–8pm、有些 7am–9pm、有些較短），所以出發前最好先確認你那一間的時間。

Opening hours (general situation): NHS England’s standard is that UTCs are open at least 12 hours a day, 7 days a week, including bank holidays — exactly the times when GP practices are usually closed. However, actual opening hours differ between UTCs (for example, some are 8am–8pm, some are 7am–9pm, and some are shorter), so it is best to confirm the hours of the one you plan to visit before setting off.

怎樣找你區的 UTC？可致電 NHS 111 或使用 111.nhs.uk，他們會按你的情況指示你去哪裡，也可協助安排 UTC 的指定時間（部分地區 0–15 歲兒童需經 GP 安排）。雖然 UTC 一般可直接 walk-in，但先聯絡 NHS 111 通常可減少現場等候。

How do you find the UTC in your area? You can call NHS 111 or use 111.nhs.uk. They will direct you where to go according to your situation, and may also help arrange a specific UTC time slot (in some areas, children aged 0–15 need to be arranged through a GP). Although UTCs generally allow direct walk-in, contacting NHS 111 first can usually reduce waiting at the site.

資料來源：nhs.uk、england.nhs.uk

3.5 A&E 急症室3.5 A&E

A&E（Accident & Emergency，急症室）是 NHS 最高層的緊急服務，24 小時開放，處理生命危險或非常嚴重的急症。

A&E (Accident & Emergency) is the highest level of NHS emergency service. It is open 24 hours and deals with life-threatening or very serious emergencies.

適合去 A&E 或打 999 的情況例子包括：

Examples of situations suitable for A&E or calling 999 include:

• 嚴重胸痛Severe chest pain
• 呼吸困難Difficulty breathing
• 嚴重出血而無法止血Severe bleeding that cannot be stopped
• 失去意識Loss of consciousness
• 中風症狀Stroke symptoms
• 嚴重過敏反應Severe allergic reaction

如果情況不是生命危險，NHS 111 可能會建議你去 UTC、GP 或社區藥房。這不是拒絕求助，而是希望你去更合適的服務。

If the situation is not life-threatening, NHS 111 may advise you to go to a UTC, GP or community pharmacy. This is not refusing help, but aiming to direct you to a more suitable service.

關於 A&E，有幾點要先理解：

There are several points to understand about A&E first:

• 不是所有醫院都設有 A&E。前往前，最好先確認你附近哪一間醫院有 A&E（可用 nhs.uk「find a service」查詢）。如情況危及生命，應致電 999，救護車會把你送到最合適的 A&E，未必是最近的一間。Not every hospital has A&E. Before going, it is best to confirm which nearby hospital has A&E (you can use nhs.uk “find a service”). If the situation is life-threatening, you should call 999. The ambulance will take you to the most suitable A&E, which may not be the nearest one.
• A&E 不是「自己挑科就診」的地方。到達後，由醫護人員先做分流評估（triage），最危急的病人會先處理，所以後到的人有可能比你先被叫到。這代表 A&E 是按嚴重程度排序，不是按先到先得。A&E is not a place where you choose your own specialty. After arrival, healthcare staff first carry out a triage assessment. The most urgent patients are treated first, so people who arrive later may be called before you. This means A&E is ordered by seriousness, not by first-come-first-served.
• 醫院設有某專科，不等於 A&E 會即場處理該專科的問題。A&E 主要處理危及生命或嚴重急症的即時穩定治療；有需要時，A&E 會把你轉介至相關專科單位或安排住院，而不是當作專科門診即時就診。日常或非緊急的專科需要，一般仍要透過 GP 轉介。A hospital having a certain specialty does not mean A&E will deal with that specialty issue on the spot. A&E mainly provides immediate stabilising treatment for life-threatening or serious emergencies. If needed, A&E will refer you to the relevant specialist unit or arrange admission, rather than acting as a specialist outpatient clinic immediately. Everyday or non-urgent specialist needs generally still require a GP referral.

資料來源：nhs.uk、england.nhs.uk

4. 我應該去哪裡求助？4. Where should I seek help?

以下是一個簡單流程，幫你先分清方向。

The following is a simple flow to help you first understand the direction.

情況一：危及生命 — 例如嚴重胸痛、失去意識、大出血、呼吸困難、中風症狀、嚴重過敏反應。
→ 請立即：致電 999 或前往 A&E。

Situation 1: life-threatening — for example severe chest pain, loss of consciousness, heavy bleeding, difficulty breathing, stroke symptoms, severe allergic reaction.
→ Please immediately: call 999 or go to A&E.

情況二：不肯定嚴重程度 — 你覺得不舒服，但不確定應該去 GP、藥房、UTC 還是 A&E。
→ 請先：致電 NHS 111。 如果是 5 歲或以上，亦可使用 111.nhs.uk；5 歲以下兒童，建議直接致電 111。

Situation 2: not sure how serious it is — you feel unwell, but you are not sure whether you should go to a GP, pharmacy, UTC or A&E.
→ Please first: call NHS 111. If the person is aged 5 or above, you can also use 111.nhs.uk; for children under 5, it is recommended that you call 111 directly.

情況三：非生命危險，但需要即日處理 — 例如受傷、感染、腹痛、嘔吐、腹瀉、高燒。
→ 可以考慮：UTC 緊急治療中心。 如不確定是否適合，可先聯絡 NHS 111。

Situation 3: not life-threatening, but needs same-day attention — for example injury, infection, abdominal pain, vomiting, diarrhoea, high fever.
→ You can consider: UTC (Urgent Treatment Centre). If you are not sure whether it is suitable, you can contact NHS 111 first.

情況四：輕微症狀 — 例如 Pharmacy First 涵蓋的喉嚨痛、鼻竇炎、感染性蟲咬等。
→ 可以考慮：社區藥房 / Pharmacy First。 請留意 Pharmacy First 有指定病症和年齡限制，不是所有年齡或症狀都適用。

Situation 4: minor symptoms — for example sore throat, sinusitis, infected insect bites and other conditions covered by Pharmacy First.
→ You can consider: community pharmacy / Pharmacy First. Please note that Pharmacy First has specified conditions and age limits. It does not apply to all ages or all symptoms.

情況五：日常病、慢性病、轉介或病假紙 — 例如長期病管理、普通病症跟進、需要專科轉介、需要 Fit Note。
→ 通常應該：預約 GP。 GP 是 NHS 長期照顧和轉介的主要入口。

Situation 5: everyday illness, long-term conditions, referral or Fit Note — for example long-term condition management, follow-up for a common illness, need for specialist referral, need for a Fit Note.
→ Usually you should: book a GP appointment. The GP is the main entry point for long-term NHS care and referrals.

5. 新移民貼士：未登記 GP 前，仍然有求助選項5. New immigrant tip: before registering with a GP, you still have help options

很多新移民剛到英國時，可能還未完成 GP 登記。這不代表你完全不能使用 NHS。

When many new immigrants first arrive in the UK, they may not yet have completed GP registration. This does not mean you cannot use the NHS at all.

研究報告指出，UTC 和社區藥房都毋需 GP 登記，是未完成 GP 登記前的重要選項。

The research report states that UTCs and community pharmacies do not require GP registration and are important options before you have completed GP registration.

如果你未登記 GP，可以先記住：

If you have not registered with a GP, first remember:

同時，建議你盡快完成 GP 登記。GP 是日後使用 NHS、管理長期健康問題和需要專科轉介時的重要入口。

At the same time, it is recommended that you complete GP registration as soon as possible. The GP is an important entry point for using the NHS in future, managing long-term health problems and getting specialist referrals.

6. A&E 口譯貼士6. A&E interpreting tip

如果你去 A&E，而你不太熟悉英文，可以主動要求口譯服務。NHS 研究報告指出，A&E 備有翻譯服務，可要求提供口譯員，包括廣東話，亦提供手語翻譯。

If you go to A&E and you are not very familiar with English, you can actively request an interpreting service. The NHS research report states that A&E has translation services and that you can request an interpreter, including Cantonese, and also sign language interpreting.

你可以對接待員說：

You can say to the receptionist:

或：

Or:

建議你到達後盡早提出，不要等到見醫護人員時才說。這樣有助醫院安排溝通支援。

It is recommended that you raise this as early as possible after arrival, instead of waiting until you see healthcare staff. This helps the hospital arrange communication support.

7. 一句記住：先分清，再求助7. One sentence to remember: understand the layer first, then seek help

NHS 不是叫你自己診斷病情，而是有一套分流方法，幫你去對地方。

The NHS is not asking you to diagnose your own condition. It has a triage method to help you go to the right place.

如果你剛移英，覺得步驟很多、要等、要轉介，是很常見的適應期感受。先學會分層，之後每次求助都會清楚很多。

If you have just moved to England and feel that there are many steps, waiting and referrals, this is a very common adjustment period. Once you learn the layers first, every time you seek help afterwards will become much clearer.