Below are a few hints and tips to help you find the most relevant articles in the quickest way when using our Knowledge Base.

Save your time and fingers - use keywords

The quickest way to obtain results in the knowledge base is to use keywords. Common words (such as and, or, how, the) should be avoided when searching. Choose your keywords carefully - enter the most obvious words first. The least amount of keywords is also most likely to return the most accurate results.

For example, if you were in the Overseas Healthcare section and wanted to know how to replace a lost GHIC card, instead of searching for ‘What do I do if I have lost my GHIC?’ just search ‘lost’.

Browse through the categories

If your search is still not successful, try browsing through the categories and subcategories in the relevant area of the Knowledge Base. We use categories to group together knowledge articles about similar topics.

For example, if you are paying for a Prescription Prepayment Certificate (PPC) by direct debit and you want to know if the direct debit will automatically renew. From the Help with Heath Costs section you could select Prescription Prepayment Certificates (PPCs), Direct Debit and then Renewals to see knowledge articles on this subject.

Category path: NHS Help with Health Costs > Prescription Prepayment Certificates (PPCs) > Direct Debit > Renewals

What we are doing to improve searching

We are looking at what searches you have made, both those that brought up results and those that didn’t, and looking to see if we can add these as keywords to existing articles so these articles appear in your searches in future.

We are also analysing the feedback you are providing on the knowledge base and looking to improve the search function based on this.

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