Tell us more about how you get health and care help, advice and information when you need it

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Guide to healthcare

This January we are launching our guide to healthcare across south east London to help residents make the best use of NHS services.

Using clear, easy-to-follow illustrations, the guide starts with a symptom or condition and maps out a clear route – whether that’s getting better at home or knowing when and how to get advice or treatment from the NHS.

Keep a look out for the guide. You may get one through your door – or they’ll be in pharmacies, libraries and other places in the community. Please share the guide with your friends, family and community to help people get the help they need.

See the digital version of the guide here.

Context

This campaign has been in development since 2023, when we first engaged with the People’s Panel and other members of the public through a survey on how you get health and care help, advice and information. Survey results were collated into two reports:

From these, we made the following recommendations:

  • Develop clear and accessible messaging around NHS services and how people can use them.
  • Increase public understanding, awareness and confidence in different services such as NHS 111 online, Urgent Treatment Centres / Minor Injuries Units and walk-in centres.
  • Create accessible communications materials to share in the community to raise awareness of how to access the right care at the right time.

With your help, we developed the guide to healthcare. You told us you wanted detailed, colourful illustrations with short, clear text to make the guide easy to understand. You asked for descriptions of NHS services you hadn’t heard of before, and something printed you could keep. We took on this feedback, along with your other comments.

We also shared the guide with a group of clinicians. The feedback was positive with some suggestions around extra symptoms to include, making some illustrations clearer and including other ways to contact NHS services.

We improved the designs and piloted the guide in Lewisham from January to March 2025. Guides were delivered straight to people’s homes, as well as places in the community. It was also supported by a digital advertising campaign. Positively, results showed that:

  • the guide was well received and understood by our residents
  • the guide can positively influence how people navigate NHS services.

Guide to healthcare

This January we are launching our guide to healthcare across south east London to help residents make the best use of NHS services.

Using clear, easy-to-follow illustrations, the guide starts with a symptom or condition and maps out a clear route – whether that’s getting better at home or knowing when and how to get advice or treatment from the NHS.

Keep a look out for the guide. You may get one through your door – or they’ll be in pharmacies, libraries and other places in the community. Please share the guide with your friends, family and community to help people get the help they need.

See the digital version of the guide here.

Context

This campaign has been in development since 2023, when we first engaged with the People’s Panel and other members of the public through a survey on how you get health and care help, advice and information. Survey results were collated into two reports:

From these, we made the following recommendations:

  • Develop clear and accessible messaging around NHS services and how people can use them.
  • Increase public understanding, awareness and confidence in different services such as NHS 111 online, Urgent Treatment Centres / Minor Injuries Units and walk-in centres.
  • Create accessible communications materials to share in the community to raise awareness of how to access the right care at the right time.

With your help, we developed the guide to healthcare. You told us you wanted detailed, colourful illustrations with short, clear text to make the guide easy to understand. You asked for descriptions of NHS services you hadn’t heard of before, and something printed you could keep. We took on this feedback, along with your other comments.

We also shared the guide with a group of clinicians. The feedback was positive with some suggestions around extra symptoms to include, making some illustrations clearer and including other ways to contact NHS services.

We improved the designs and piloted the guide in Lewisham from January to March 2025. Guides were delivered straight to people’s homes, as well as places in the community. It was also supported by a digital advertising campaign. Positively, results showed that:

  • the guide was well received and understood by our residents
  • the guide can positively influence how people navigate NHS services.
  • CLOSED: This survey has concluded. Thank you to everyone responding.

    Tell us more about how you get health and care help, advice and information when you need it.

    It takes just a few minutes to fill out this short survey and this will help us understand how to better approach and respond to your needs to ensure we are helping you and other people living in your area. Your experience and views will be very useful in shaping what we do. The more information you can give us, the better.

    Thank you. 

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Page last updated: 08 Jan 2026, 08:52 AM