Service overview
We are an out-of-hours service for medical needs that are urgent but not life-threatening.
Call 999 if you have a medical emergency.
We're available when GP surgeries, walk-in centres, and minor injury units are usually closed.
We can:
- give advice by phone if you don't need to see a doctor immediately
- book a clinic appointment at West Berkshire Community Hospital (WBCH) or Royal Berkshire Hospital (RBH)
- send a health worker to your home, if needed
- arrange an ambulance if it’s needed
Visit your local GP to talk about routine treatments, repeat prescriptions, or recurring or non-urgent conditions.
Accessing our service
NHS 111 may refer you to us if you call them during our opening times and if you are in the Berkshire West area. This includes West Berkshire, Reading, and Wokingham.
You may also be referred to us if you are registered with a GP practice in the Berkshire West area.
Opening times
- Weekdays: 6.30pm to 8am
- Weekends: from Friday 6.30pm to Monday 8am
- Bank holidays: until 8am on the next working day
Preparing for an assessment
We may offer you a face-to-face appointment in one of our clinics or at your home.
How long an appointment takes will depend on the support you need.
Let NHS 111 know if you need help with moving around or moving in bed. We’ll make sure there is help available.
Clinic appointments
If travelling isn't a risk, you may be asked to visit us at either:
- West Berkshire Community Hospital (WBCH)
- Outpatients 1 clinic at Royal Berkshire Hospital (RBH)
You will be given a time to attend. We recommend bringing one person with you and wearing comfortable, loose clothing.
We will usually check your body (physical examination) and ask about medicines you're taking.
We may suggest a referral to another service after your assessment, if it will help.
Home visits
We can visit you if you cannot travel. Please tell NHS 111 if you have mobility problems.
When we arrive, we will check your health and explain your options.
It is helpful if you can:
- have a family member or caregiver present
- make sure there is a safe and accessible space where we can meet you
- have your current medicines ready for us to take a look
We may prescribe medicine or refer you to another service if we think it will help.
Pharmacy First
Pharmacy First is a service that you can visit without a GP appointment if you have one of the seven conditions they can treat (depending on your age).
They can help with:
- earaches in children (1–17 years old)
- infected insect bites (1+)
- impetigo (1+)
- shingles (18+)
- sore throat (5+)
- sinusitis (12+)
- simple urinary tract infection (UTI) in women (16–64)
You may not be able to use the Pharmacy First service if you are pregnant, breastfeeding, have a weak immune system, or have a recurring problem. The pharmacist may direct you to your GP instead.
Your e-Health Passport
Your e-Health Passport lets us know what's important to you - from your preferred name and pronouns to how you'd like us to support you and communicate with you.
Learn moreContact us and FAQs
West Berkshire Community Hospital
WestCall
Contact number: 111
Post Address: RG18 3AS
Location detailsFrequently asked questions
Can I come without an appointment?
No. Call NHS 111 first.
They will ask you questions about your medical needs and suggest the right service for you.
What if I get worse while I’m waiting to be seen?
Call NHS 111. They will update us and give you advice.
If it is an emergency, call 999.
Is there a car park at the clinics?
Yes.
Information about parking charges and times can be found on signs in the car parks.
Will I be seen by a doctor?
You will be seen by a healthcare worker who is best suited to your current needs. This may be a GP, practitioner, or nurse.
We can also help you with:
Is there any information for friends, family and carers?
If you’re a family member, carer, or you look after someone, there’s practical, financial, and emotional support available from a range of local communities and national organisations.
How do I request an interpreter?
We can provide language translation and interpretation support.
Tell our staff which language you prefer to use, and we will make sure the right communication support is in place for your assessment and treatment. Please let us know as early as possible so we can ensure the appropriate translation or interpreting support is available.
We offer a range of professional services to ensure everyone can understand and be understood:
- Telephone interpreting
- Video remote interpreting (VRI)
- Face‑to‑face interpreting
- Written translation
- British Sign Language (BSL) interpreting
How can I get information in an accessible format?
Anyone with a disability, impairment, or sensory loss has the right to get information in a format that meets their needs.
The Accessible Information Standard (AIS) is a legal requirement for all health and adult social care providers. This means making sure that people who use our services, including carers and families, can understand our information and communicate with us easily.
We can offer information in a range of accessible formats, including:
- British Sign Language (BSL)
- Large print
- Braille
- Audio
- Easy read
- Text message
- Face‑to‑face support with a carer or advocate present
If you need information in any of these formats, please tell a member of our team and we will make sure your communication needs are met.
Are service dogs allowed at my appointment?
Yes, you are welcome to bring your registered service animal, such as a guide dog, hearing dog, medical alert dog, or other trained assistance dog to your appointment.
These animals are recognised as essential support and are permitted in most areas of our services.
To help us prepare, please let the team know before your appointment if you will be attending with a service animal. This allows us to make sure the environment is safe and comfortable for you, your animal, and other patients.
Please note that service animals may not be able to enter certain restricted clinical areas for safety or infection‑control reasons, but we will always work with you to find an appropriate alternative.
What does it mean to treat our team with respect?
Respect is important.
We will be polite and kind and we expect that you treat our staff in the same way.
Abuse, hate and discrimination against our staff is unacceptable.
We will take strong action against anyone who is verbally, racially, physically, or sexually abusive to them.
This may include contacting the police to prosecute, and stopping future access to our healthcare services.
How do I find my NHS number?
The easiest way to find your NHS number is using the official NHS online service which can be accessed below.
You may also want to read our guidance page for more information about other ways to find your NHS number or what to do if you cannot find yours.
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