Calling 999

When to call 999

999 is for life-threatening emergencies like serious road traffic accidents, strokes and heart attacks.

Examples of life-threatening emergencies include (but are not limited to):

• chest pain
• difficulty in breathing
• unconsciousness
• severe loss of blood
• severe burns or scalds
• choking
• fitting or concussion
• drowning
• severe allergic reactions.

If you no longer need an ambulance or you can make your own way to hospital, you should call back on 999 to let us know. Crews can then be redirected to another patient who needs us.

However, people are asked not to ring back to ask how long crews will be as this could delay our call takers speaking to someone about a seriously ill or injured patient. You should only call back if the patient’s condition worsens or they no longer need help.

What happens when you call 999

The call handler will ask you some questions.

They will want to know things like:

• the location of the emergency (for example, the postcode or any landmarks)
• what has happened (the main symptom or reason for the call)
• your contact number (in case they need to call you back)

They will tell you when they have all the information they need.

If you are told you will get a callback, make sure there is someone there to answer.

Calling 999 does not always mean an ambulance will be sent. You might be told it’s safe for you to make your own way to A&E, or to be seen elsewhere.

If you’ve been advised that our crews are on their way, please:

• Take any pets to another room
• Turn on any outside lights if it’s dark – so we can see your house number
• Have someone flag down the ambulance crew if possible
• Make sure any relevant medication and medical documents are to hand
• Put on a face covering – and ask others in the property to do so – where possible

Calling 999 doesn’t mean we’ll definitely send you an ambulance. We’ll provide the most appropriate response, which may be a clinical telephone assessment or referral to another NHS service.

Also, calling 999 if it’s not a serious emergency will not mean you’re seen quicker if you’re taken to hospital.

Who will treat you

As soon as we have enough information from callers and have assessed whether the patient requires immediate medical treatment, we will send help.

In life-threatening emergencies, people often expect an ambulance with two people to arrive, but you could also be treated by one of our single responders who arrives by car, motorcycle or bicycle.

Find out more about how we respond.

When it’s not a life-threatening emergency

If it is not a life-threatening emergency and you, or the person you are with, do not need immediate medical attention, consider other options before you dial 999:

• Look after yourself or the patient at home. Many minor illnesses and injuries can be treated in your home by using over-the-counter medicine and getting plenty of rest. If you cannot stay at home, see if family or friends are able to help.
• Talk to your local pharmacist.
• Visit or call your GP.
• Visit the NHS 111 online website.
• Call NHS 111.
• Make your own way to your local A&E department, walk-in centre, minor injuries unit or urgent care centre. (Arriving in an ambulance does not necessarily mean you will be treated more quickly.)

Not sure where your nearest health services are? Visit www.nhs.uk.

How to call 999

You can call an ambulance by using 999 or 112.

If you are deaf, hard of hearing or speech-impaired you can contact us by texting from your mobile. This facility is available in any type of emergency and is for people who can’t use the standard 999 voice or the RNID’s text relay services.

To use the text service you must register your mobile phone on the emergencySMS website.