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PHB’s Care Line is a team of people who call you back and help you get care. You can ask for a call from the app or from any phone.

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Before you start

You need a PHB account. The Care Line calls the phone number on your account.

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Steps

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In the app

1

Open Request a call

On Home, tap Request a call from PHB. Or go to /care/callback.
2

Is this an emergency?

If it is, don’t wait for a call. Tap the emergency option. It tells you to call 112 and shows hospitals near you. No callback has been queued in that case.
3

Tell us why

Choose Why do you need help? Keep it short. Don’t type private medical details.
4

Check your number

Under We’ll call this number, check it’s right.
5

Send

You see Request received and a Request number.

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On any phone, by USSD

Dial *347*731#. Choose 4 from the main menu, then what you need. PHB texts you a request number.

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What happens next

  1. Your request joins the PHB Care Line queue.
  2. An agent picks it up and calls you on your verified number.
  3. They help you directly, or arrange a visit if you need one. If you need clinical advice, they can pass you to a Care Nurse.
PHB logs every request. How soon you get a call depends on the Care Line being staffed. Don’t rely on a callback in an emergency. Call 112.

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What you can do here

  • Ask for a call back.
  • Cancel your open request if you no longer need it.
  • You can have one open request at a time. Asking again shows your existing request.

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Common problems