Close-up of an NHS ambulance sign with instructions: "For life-threatening emergencies CALL 999" and "The NHS number when it's not a 999 emergency CALL 111."

For the last two months (November and December), figures show that almost 20% of people who ring 999 are now directly referred to other services for help without the need for any ambulance attendance. This is up from 16% a year ago. This means thousands of our patients are getting the right care quickly while freeing up ambulances for those in life-threatening situations.

This has contributed to improved response times for all categories of patients compared with the last two months of 2024, in what is traditionally an already challenging period for the NHS. In fact, we’ve handled more than 200,000 incidents, a 6% increase compared to the same period the previous year.

Dan Ainsworth, NWAS Director of Operations, said: “Over the last couple of years, we’ve invested in more clinicians in our control rooms, enabling us to help more people over the phone. This approach ensures patients receive the most appropriate care and helps us keep ambulances available for the sickest patients.”

During busy periods, clinicians will also call back over the phone many of the waiting calls to better understand patients’ symptoms, ensuring they are prioritised appropriately. They can also support our crews on the road and provide alternatives for patients, so they don’t have to be taken to the nearest A&E department.

We receive around 4,500 emergency calls every day, but only 11% are immediately life-threatening. Hear and Treat allows clinicians to assess patients remotely, refer them to other NHS services, or provide self-care advice when an ambulance isn’t needed.

Dan adds, “Calling 999 is not a shortcut to hospital care. Some patients will receive a callback from a clinician rather than an ambulance. Our call handlers may also provide an estimated time of ambulance arrival. This ensures patients are kept informed, and many callers find that means they can get definitive care faster.”

As demand continues to rise, NWAS urges the public to call 999 only in emergencies and to use NHS 111 online for urgent medical help.

You should call 999 if you or someone else experiences:

  • signs of a heart attack, such as pain like a heavy weight in the centre of your chest 
  • signs of stroke, such as your face dropping on one side 
  • difficulty breathing 
  • heavy bleeding that won’t stop
  • signs of serious illness or injury, and you think their life is at risk.

111.nhs.uk can help you with: 

  • where to get help for your symptoms if you’re not sure what to do 
  • how to find general health information and self-care advice
  • where to get an emergency supply of your prescribed medicine, how to get a repeat prescription 
  • urgent specialist support for dental or mental health problems.