When you call 999 an operator will ask which emergency service you need. If it’s a medical emergency, ask for the ambulance service and you will be put through to one of our call takers.

What information will I need?

You will be asked to provide the following information:

• the address where you are, including postcode, if possible;
• the phone number that you are calling from;
• what has happened.

As soon as we know where you are, help will be on its way to you.

You will also be asked to give some additional information such as:

• the patient’s age, sex and medical history;
• whether the patient is conscious, breathing and if there is any bleeding or chest pain;
• details of the injury and how it happened.

Answering these questions does not delay the response, but helps us to give you important first aid advice while the ambulance is on its way.

The extra information also helps to make sure that we send the most appropriate help to you.

What can I do before help arrives?

Before the ambulance arrives, you can help us by doing the following:

• if you are outside, stay with the patient until help arrives;
• call us back if the patient’s condition worsens;
• call us again if your location changes;
• if you are calling from home or work, ask someone to open the doors and signal to ambulance staff where they are needed;
• lock away any family pets;
• if you can, write down the patient’s GP details and collect any medication that they are taking;
• tell us if the patient has any allergies;
• stay calm – our staff are there to help. Violence or threatening behaviour will not be tolerated and could delay getting help to the patient.

How can I be prepared for an emergency?

There are things that you can do today to help us in the future:

• check that your house number can be seen from the road;
• if you live on an estate, check that there is a clear sign to direct emergency services and that the lifts are working.