> ## Documentation Index
> Fetch the complete documentation index at: https://docs.phbhealth.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Request a call

> Ask PHB's Care Line to call you back. This is the way to reach a real person.

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.

## Before you start

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

## Steps

### In the app

<Steps>
  <Step title="Open Request a call">
    On **Home**, tap **Request a call from PHB**. Or go to `/care/callback`.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Tell us why">
    Choose **Why do you need help?** Keep it short. Don't type private medical details.
  </Step>

  <Step title="Check your number">
    Under **We'll call this number**, check it's right.
  </Step>

  <Step title="Send">
    You see **Request received** and a **Request number**.
  </Step>
</Steps>

### On any phone, by USSD

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

## 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.

<Note>
  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.
</Note>

## 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.

## Common problems

| Problem | What to do |
| - | - |
| You asked several times and were told to wait | Too many requests in a short time. Wait, or call 112 in an emergency. |
| Nobody called | The line may be busy or closed. Try again later, or go to a hospital. |
| You want to talk to a nurse | Ask for a call. The navigator can escalate to a nurse. |

## Related

* [Emergency](/guides/patient/emergency)


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