Get advice about health costs and services
This advice applies to Wales. See advice for See advice for England, See advice for Northern Ireland, See advice for Scotland
You might have to pay for some NHS Wales services - others are free of charge.
If you need help with health costs
If you're registered with a GP in Wales, you can get free prescriptions from pharmacists in Wales.
If you live in Wales and you're registered with a GP in England, you can still get free prescriptions - but you'll need an entitlement card. If you don't show the pharmacy your entitlement card, you might be charged.
If you’ve been charged for a prescription, you can get a refund if you contact the NHS Wales Shared Service Partnership.
If you have certain conditions, you can get free prescriptions anywhere in the UK using a medical exemption certificate. Check if you can get a medical exemption certificate on the Welsh government’s website.
Get help with other health costs
You might also be able to get free dental treatment, eye tests and help with other NHS costs.
Check if you can get help with health costs on the NHS Business Services Authority website.
If you need advice about health services
You can get advice about health conditions and treatments on the NHS 111 Wales website.
There are independent organisations that can help you:
get advice about health and social care services
make a complaint about a health or social care service
Getting advice about mental health
Mind (National Association for Mental Health)
2 Redman Place
London
E20 1JQ
Helpline: 0300 123 3393,
Monday to Friday, 9am to 6pm
Legal Advice Service: 0300 466 6463
Telephone (general enquiries): 020 8519 2122
Email (helpline): info@mind.org.uk
Email (legal advice service): legal@mind.org.uk
Email (general enquiries): contact@mind.org.uk
Website: www.mind.org.uk
Your call is likely to be free of charge if you have a phone deal that includes free calls to landlines - find out more about calling 030 numbers.
Mind is a mental health charity that provides advice on:
managing your mental health
where to get help
medication
the law about mental health
YoungMinds
Suite 11
Baden Place
Crosby Row
London
SE1 1YW
Free text line for young people: Text ‘YM’ to 85258
Parents Helpline: 0808 802 5544, 9.30am to 4pm Monday to Friday
Tel: 020 7089 5050
Fax: 020 7407 8887
Email (Parents Helpline): parents@youngminds.org.uk
Email (general enquiries): ymenquiries@youngminds.org.uk
Website: www.youngminds.org.uk
Calls are free from mobiles and landlines.
YoungMinds is a mental health charity that helps children, young people and their parents.
Complaining about a health service
If you have a problem with an NHS service you should complain directly to them. You can find out how to make a complaint or give feedback to NHS Wales on the Welsh government’s website.
You can tell Healthcare Inspectorate Wales (HIW) about your concern with any healthcare service. HIW can check that healthcare services meet the correct standards of quality and safety. They can’t help you directly with your problem - for example, they can’t help you get compensation. HIW is part of the Welsh government and isn’t run by the NHS.
You can also give feedback about a healthcare service on the HIW website.
Healthcare Inspectorate Wales
Welsh Government
Rhydycar Business Park
Merthyr Tydfil
CF48 1UZ
Telephone: 0300 062 8163
Monday to Friday, 9am to 5pm
Excluding public holidays
Email: hiw@gov.wales
Website: www.hiw.org.uk
Your call is likely to be free of charge if you have a phone deal that includes free calls to landlines - find out more about calling 030 numbers.
Raising a concern about your employer
If you’re a member of staff at a care service, you can check how to report a concern on the HIW website. You’ll need to open the ‘Raising concerns about Healthcare in Wales’ document at the bottom of the page.
Complaining about social care services for older or vulnerable people
Age UK
Tavis House
1-6 Tavistock Square
London
WC1H 9NA
Email: Use the contact form on their website
Twitter: @age_uk
Website: www.ageuk.org.uk
Advice Line: 0800 678 1602
Every day, 8am to 7pm.
Calls are free from mobiles and landlines.
Age UK can give advice about adult social care options and complaints.
Hourglass
Office 8, Unit 5, Stour Valley Business Centre
Brundon Lane, Sudbury
Suffolk
CO10 7GB
Telephone free: 0808 808 8141
Textphone free 078 6005 2906
Monday to Friday, 9am to 5pm
Email: enquiries@wearehourglass.org
Website: www.wearehourglass.org
Calls are free from mobiles and landlines.
Hourglass is an organisation that can help if an older person is being abused or neglected while in care.
Disability Rights UK
Plexal
14 East Bay Lane
Here East
Queen Elizabeth Olympic Park
Stratford
London
E20 3BS
Telephone: 0330 995 0400
Monday to Friday, 10am to 4pm
Disabled Students Helpline: 0330 995 0414
Tuesday and Thursday, 11am to 1pm
Email: enquiries@disabilityrightsuk.org
Email: students@disabilityrightsuk.org
Website: www.disabilityrightsuk.org
Your call is likely to be free of charge if you have a phone deal that includes free calls to landlines - find out more about calling 03 numbers.
Disability Rights UK can help you make a complaint about social care provided by your local council.
Care Inspectorate Wales
Welsh Government office
Sarn Mynach
Llandudno Junction
LL31 9RZ
Telephone: 0300 7900 126
Monday to Thursday, 9am to 5pm
Friday, 9am to 4.30pm
Email: ciw@gov.wales
Website: www.careinspectorate.wales
Your call is likely to be free of charge if you have a phone deal that includes free calls to landlines - find out more about calling 030 numbers.
You can tell Care Inspectorate Wales (CIW) about your concern with social care services. You can make a complaint about:
a registered care service
a local authority social service
your registered care or social service employer
CIW can’t help you directly with your problem - for example, they can’t help you get compensation. CIW is an independent organisation.
You can also raise a concern about a social care service on the CIW website.
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