When to call 999

Here are some examples of situations when you should call 999:

• Someone is unconscious
• Someone is bleeding heavily
• Someone may have broken bones
• Someone has a deep laceration
• Someone has chest pain
• Someone is having difficulty breathing

When you dial 999 your call is answered by an operator who asks you which emergency service you require. If you need an ambulance, your call is put through to one of our three Health Emergency Operations Centres and answered by a clinical assessor.

You will be asked the address/location of the emergency – the more precise the information, the better. The location can also be matched to a postcode if it is known. It is important that you tell the clinical assessor the town you are calling from and, if you are unsure of where you are, that you describe any landmarks you can see – for example, a pub, buildings, etc. Your phone number and location of the incident will then be read back to you for confirmation.

You will then be asked the nature of the call – i.e. what is wrong with the patient – and the patient’s age, sex and name if known. You, the caller, will then be asked your name and any other relevant facts, such as the medical history of the patient; how the incident happened; how many vehicles were involved if the incident is a road traffic collision; or, if it is an assault, whether the assailant is still on scene.

All this information helps the clinical assessor deal with the call in the most appropriate way for the patient’s needs.  If the patient’s condition is serious, an ambulance vehicle will be dispatched to the scene as soon as you provide the basic details.  The clinical assessor will remain on the line and continue to ask questions and offer advice, if it is required, to help the patient until a response reaches the scene. 

You will also be advised to call back if the patient’s condition deteriorates or changes, so that the Health and Emergency Operations Centre can keep the ambulance crews updated on the patient’s condition.

Frequently asked questions

Question: Is it true that people taken into hospital by ambulance are seen more quickly and don’t have to wait so long in hospital for treatment?

Answer:   Everyone who goes to casualty goes through the same triage process to treat their medical need.  If patients are seriously ill or hurt, then they will be taken straight through to resuscitation.  But those with minor injuries or illnesses who are taken by ambulance will have to wait just as long as those who transport themselves.

Question: Do you have a procedure for dealing with hoax callers?

Answer:   Yes, persistent hoax callers are dealt with in the appropriate manner, and we do get phones cut off if necessary.  These are the calls that are the most frustrating from a clinical assessor’s point of view, as they take up valuable time that could be used helping a patient with a genuine medical need.

Question:   Do patients always get an ambulance sent as a response?

Answer:   No, not necessarily – the closest and most appropriate response will be sent.  That may be a rapid response car, an emergency care practitioner (ECP), a First Responder (a medically trained volunteer), the air ambulance or an ambulance.  It will always depend on the nature of the call we have received and the best type of response for the patient.

Answer: No, it is used as a response to all types of incidents and flies to wherever it is needed at the time.