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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