Generic Frequently Asked Questions

Q. Can I renew my certificate by telephone?

A. Your certificate cannot be renewed by 'phone. You must complete another HC1 form to obtain a new certificate. To request a form click here or telephone the Patient Services Customer Contact line on 0845 850 1166.

Q. Can I get help with private treatment?

A. Generally, the Low Income Scheme provides assistance with NHS costs only. However, you can get help towards the cost of a private sight test and glasses or contact lenses.

Q. Where can I find a NHS dentist who will treat me?

A. Contact your local Health Authority or Primary Care Trust (Health Board in Scotland).

Alternatively, for England and Wales you can contact NHSDirect. This can be done either by telephoning 0845 4647 or alternatively clicking on the following link to their website:

England: http://www.nhs.uk/root/localnhsservices/

Wales: http://www.nhsdirect.wales.nhs.uk

Q. Can my claim be treated with priority?

A. Every claim has equal priority. Patient Services aims to process 98% of new claims within 15 working days.

Q. I am currently receiving Income Support. Do I need to make an HC1 claim?

A. No. This is because people receiving Income Support get help with health costs automatically because a "low income" has already been established by the Department for Work and Pensions. You do not need to make an HC1 claim. Just take some proof of your Income Support with you when you go for treatment. If you haven't got proof, you will still be able to get free prescriptions and treatment but a check will be made later to confirm you are entitled.

Q. I have received a certificate that tells me I have to pay the first £5.00 towards an optical voucher, does this mean that my glasses will only cost £5.00?

A. Help with the cost of glasses/contact lenses is provided through the optical voucher scheme. If you are eligible, you will be allocated an optical voucher, the value of which depends on the type and strength of lens that you need. You should ask the optician about the voucher value when he/she tests your eyes. Opticians offer a wide range of frames to suit both budget and preference in style. You should be able to purchase a budget pair of glasses costing no more than the voucher. However, the Scheme allows freedom of choice so you can choose fashion frames and make up the difference in the price yourself. The amount on your certificate is the amount you must pay towards the voucher. If you choose glasses that cost more than the voucher value, you must also pay the difference between the voucher value and the total cost of the glasses.