Service overview
We provide urgent treatment and support if you've called NHS 111, such as:
- How to manage your condition if you don’t need to see a doctor immediately.
- Arranging a visit to one of our clinics at West Berkshire Community Hospital (WBCH) or Royal Berkshire Hospital (RBH), if travelling isn't a risk. You will be given a time to attend, and we suggest that you bring one person with you.
- An emergency ambulance to take you to a local hospital.
- A home visit from one of our team, if appropriate.
Call 999 for any urgent medical emergency.
Visit your local GP to talk about routine treatments, repeat prescriptions or recurrent/non-urgent conditions.
Opening times
Our service operates overnight from 6:30pm to 8:00am, beginning Monday evening and continuing through to Friday morning. Weekend coverage starts at 6:30pm on Friday and runs continuously until 8:00am on Monday.
On Bank Holidays, our service is available from 8am to 8am the next working day.
Accessing our service
You can access our service if you meet one of our criteria:
- You’re registered with a GP practice in the Berkshire West area, or
- You’re in temporary residence in the Berkshire West area, or
- You need urgent treatment while travelling through the Berkshire West area
When you call NHS 111 they may direct you to WestCall GP Out of Hours service for telephone advice, a face to face appointment at one of our Primary Care Centres, or a home visit by one of our clinicians.
Preparing for an assessment
We will offer you an appointment either face to face, or a home visit.
Appointment duration will depend on the support you need.
Let NHS 111 know if you need help with moving around or repositioning in bed. We’ll make sure there is assistance available.
Face to face at our clinic
These appointments take place either at our WestCall clinic at West Berkshire Community Hospital (WBCH), or at the Outpatients 1 clinic at our partner NHS trust Royal Berkshire Hospital (RBH).
The assessment will typically be done by one of our urgent care clinicians and may include checking your body (physical examination) and your medication.
We suggest wearing comfortable, loose clothing.
We may suggest a referral to another service after your assessment if it will help.
Home visits
We offer home visits if you’re housebound or unable to travel due to a medical condition.
Let NHS 111 know if you need help with mobility.
One of our clinicians will arrive at your home and talk with you about immediate medical needs and treatment options.
We encourage you to have a family member or caregiver present, if possible.
Please make sure there is a safe and accessible space for our staff to arrive and meet you.
Remember to have your current medication ready for us to take a look.
We may prescribe medication or refer you to another service if we think it will help.
Managing your health
Pharmacy First
Pharmacy First is a service that you can visit, without a GP appointment and depending on your age, for seven common conditions including:
- Earaches in children (1 to 17 years old)
- Infected insect bites (1 year and over)
- Impetigo (1 year and over)
- Shingles (18 years and over)
- Sore throat (5 years and over)
- Sinusitis (12 years and over)
- Uncomplicated urinary tract infection (UTI) in women 16 to 64 years
Keep in mind that you may not receive treatment if you’re pregnant, breastfeeding, immunocompromised, or have recurring problems. 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 attend the clinic without an appointment?
No, you will need to contact NHS 111 first. They will ask you questions about your medical needs and suggest the right service for you.
What if my condition is getting worse whilst I’m waiting to be seen?
Contact NHS 111 and they will update us. They will advise you on what to do next.
Please call 999 if you need urgent medical help.
Is there a car park at the clinics?
Yes, parking is available at both locations for a fee.
More information about parking charges and times are displayed on the signs.
Will I be seen by a doctor?
You will be seen by a clinician that is best suited to your presenting condition. 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 to you from a range of local communities and national organisations.
How do I request an interpreter?
We can provide language translation and interpretation support whenever you visit or contact us.
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 receive information in a format that meets their needs. Under the Accessible Information Standard (AIS)—a legal requirement for all health and adult social care providers—we must ensure that people who use our services, including carers and families, can understand the information we provide and communicate effectively with us.
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 to 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.
Treating 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 includes contacting the police to prosecute, and stopping future access to our healthcare services.
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