We received over 1.5 million 999 calls to our urgent and emergency service last year alone – we hope that you are never in a position in which you need to call 999.

The service exists to help patients who are seriously ill or injured or whose life is at risk, for example, a traumatic head injury, severe loss of blood, chest pains, a fall from height, severe burns and scalds, a stabbing or shooting, or loss of consciousness.

If you do find yourself needing to make that dreaded 999 call, we’re aware that this can be worrying and distressing but knowing what to expect will help make sure you’re prepared.

We are here for you 24/7 which is why we’ve created this A-Z of using the service which will help provide you with some handy information.

A – Ambulance crew. This is the team that responds to emergencies and depending on your needs could include a range of clinicians, including paramedics, emergency medical technicians, senior paramedic team leaders, advanced paramedics, consultant paramedics, student paramedics and nurses, all with different levels of clinical skills and expertise.

B – Body-worn video cameras. You may notice that our ambulance crew members wear a camera as part of their uniform. Don’t worry you’re not being filmed but our clinicians may activate the camera as a protective measure if they’re feeling threatened or in danger. The footage may be used in court to support prosecutions of people who abuse our staff. 

C – Call handlers and dispatchers. Our call handlers are the first voice someone can rely on during their time of need. They keep calm under pressure and provide reassurance and advice in challenging circumstances, requiring a level of emotional strength. Our dispatchers have the job of making sure the right ambulances are sent to those in need. They also play a role in ensuring our crews are safe.

D – Dial. When you dial 999, a BT operator will ask you what service you need. The four main 999 services are: fire and rescue, ambulance, police and coastguard.

E – Emergency department. Calling 999 doesn’t always mean a trip to your local emergency department, you may be able to stay at home or use a different local service or facility, depending on your clinical needs. Arriving at hospital by ambulance also doesn’t mean that you’ll be seen any sooner than people who have made their own way there.

F – Face to face. There may be times when you call 999 and we send a clinician to you who will conduct a face-to-face assessment. They are then able to establish the best way to treat you which can often be a service more suitable than the emergency department. If you do not need any medical treatment, the clinician will be able to advise on any self-care you may need.

G – Getting the help you need. A call to 999 doesn’t always mean an ambulance will be dispatched. If, based on the information you give us, you can get more appropriate help elsewhere we will direct you to this. Please remember 111.nhs.uk is the place to go for medical advice when it’s not an emergency.

H – Hospital. Sometimes we receive calls from patients who don’t need to go to hospital; instead, they could be helped using local services and facilities. This means that they’re able to avoid a trip to the emergency department whilst also keeping our ambulances available to get to those patients with life-threatening conditions.

I – Is the patient breathing? This is the first question we will ask you. It helps us prioritise patients who need our help straight away. It’s important to answer all our questions, including your location, so that we’re able to start arranging help straight away, if it is needed.

J – Joint working. We collaborate with other NHS trusts, emergency services and partner organisations to work together to overcome our shared challenges and provide the best care possible for our communities.

K – Kind. Small acts of kindness really do mean a lot. We’re here to provide care in a whole range of ways and if we can help brighten your day along the way, even just a little bit, that’s a huge bonus. So, when we receive a thank you back it can mean the world to us.

L – Life-threatening emergency. Always call 999 in a medical emergency – when someone is seriously ill or injured and their life is at risk. Further examples include serious road traffic collision, suspected stroke and heart attack, loss of consciousness.

M – Measured. Our emergency performance is measured through the Ambulance Response Programme which aims to make sure we are reaching the people who need us most as quickly as we can.

N – Non-life-threatening emergency. If it’s not a life-threatening emergency and you or the person you’re with doesn’t need immediate medical attention, please consider other options before dialling 999 such as 111.nhs.uk.

O – On the road. Our ambulances and crews spend most of the time on the road and very rarely go back to station, with exceptions such as crew handovers from day to night, repairs, or meal breaks.

P – Prioritise. Based on the nature of the illness or injury, your call will be prioritised into one of four categories (one, two, three or four – one being the most serious) and this will determine the type of service we provide and how quickly an ambulance will get to you if one is necessary.

Q – Questions. Once we know where you are and whether the patient is breathing and conscious, we’ll begin asking more questions about the patient, such as age, gender and medical history. It may seem like we are asking a lot of questions but don’t worry – these questions will not delay the help you need. They simply allow us to make sure you’ll receive the most appropriate care and will help us to continue to advise over the phone.

R – Refer. Some patients who call 999 may receive a call back from one of our clinicians who can offer help and advice to patients who may not need face-to-face attendance. If this is the case for you, you will be further assessed over the telephone to determine the most appropriate care for your needs.

S – Symptoms. When you call 999 your symptoms will be assessed so that we can see what level of response is required and the best way to treat you. Depending on your situation you could be treated by one of our clinicians, or you may also receive help from a community first responder (CFR) if they are nearby. CFRs volunteer to respond to emergencies in their local area and may be able to start life-saving treatment sooner than the ambulance crew due to their proximity, as well as be an extra pair of hands to support. 

T – Training. All of our ambulance crew members are clinically trained. Some go on to join our Hazardous Area Response Team (HART). It is made up of paramedics who have further specialist training to attend incidents that have the potential to be more dangerous such as fires/explosions, unsafe structures, and those involving chemical, biological, radiological, nuclear, or other hazardous materials, for example, a gas leak.

U – Uniform. It’s easy to spot our staff as they’ll be wearing their striking uniform. This helps them to be easily identified and keeps them safe when working in difficult conditions.  

V – Value opinions. We value your feedback as a service user, it helps us to assess our service and make sure we’re providing the best possible service for our communities. Please let us know about your journey by visiting: nwas.nhs.uk/get-involved/share-your-experience/.

W – Wishes. We’ll always consider our patient’s wishes and those of their family. Not everybody needs to go to hospital but if we think you do, we can’t force you to attend but we will encourage you.

X – X-ray. We may not have X-ray eyes, but we will ensure we give you the right care, at the right time in the right place.

Y – You. You are our patient, and therefore you are our priority. We’ll provide outstanding care that is safe, effective and focused on your needs. We will put you at the centre of everything we do and listen to you so that we understand your needs.

Z – Zero tolerance towards people who abuse us. Our staff work night and day 365 days a year to help those in need. Most people treat them with the utmost respect, but they are all too often subject to violence and abuse. We’ll never tolerate abuse to our staff. We’re here to help and our staff do not deserve to be verbally or physically attacked. It’s not part of the job. Please be kind.