Your call will be triaged similarly to all 999 calls. This
triage system exists to match our resources to the nature of the
problem. It allows us to identify those calls which are so
time-critical that they warrant an emergency vehicle, even if that
means diverting an ambulance on the way to another less urgent
call.
As demand in London for ambulances is usually very high, call
triage is a vital way of ensuring that those patients with the most
immediate need are dealt with first, regardless of who is
requesting the ambulance.
Key learning points when calling 999 for GPs and
out-of-hours(OOH) Co-ops
Suggested by our Medical Directorate
1. Requests by GPs for emergency ambulance
journeys are now triaged in the same way as 999 calls.
2. Wherever possible GPs should speak to the
ambulance controller themselves to give accurate responses to the
questions. Delegation may result in wrong call categorisation.
3. The number of simple triage questions asked
are reduced for patients with time-critical emergencies as 'red
flags' are sought first.
4. The ambulance call taker may offer
'telephone first-aid instructions'. Many healthcare professionals
who work in non-emergency settings find these a useful 'on-the-spot
refresher'. The call taker can stay on line with you offering
advice and support.
5. All calls are recorded and can be used to
support your management if called to question.
6. If the patient's condition deteriorates
after the call is completed, dial 999 again and the triage priority
will be upgraded. Quoting the original reference
number will save time.
7. Consider clinical training sessions in your
surgery/out of hours co-operative. Involve local ambulance staff as
part of cross organisational learning - evidence of good practice
and continued professional development.
8. OOH providers / new general practitioners
should ensure instructions on calling an ambulance form part of any
induction in unscheduled care received.
A brief handover of relevant
information improves patient care.