What happens when you call 999

When you call 999, an operator will ask you which emergency service you need.

In 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 when I call 999?

In the video below Jules Lockett, from our control room training team, explains how the information you provide to us helps us.

You will need to have the following information available when you call 999:

  • The location where you are, including the area or postcode.
  • The phone number you are calling from.
  • Exactly what has happened.

As soon as we know where you are we will start arranging help for you.

You will also be asked to give some extra information, including:

  • The patient’s age, gender and any medical history;
  • Whether the patient is awake/conscious, breathing and if there is any serious bleeding or chest pain; and
  • Details of the injury and how it happened.

Answering these questions will not delay us, but it will help us give you important first aid advice while our staff are on their way.

The extra information also helps us to make sure you get the most appropriate help.

What can I do before help arrives?A female call handler sat at a desk with a headset and computer screens in background

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

  • If you are in the street, stay with the patient until help arrives.
  • Call us back if the patient’s condition changes.
  • Call us again if your location changes.
  • If you are calling from home or work, ask someone to open the doors and signal where the ambulance staff 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 aimed at them will not be tolerated and could delay help getting to the patient.

How can I be prepared for an emergency?

There are things 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 there is a clear sign to direct emergency services and that all lifts are working.
  • If it’s dark outside turn on lights to help our staff to find you quickly.