This winter, we’re giving the public an inside look at what really happens when they dial 999. In a new series of short reels, our people talk to the public about their roles, from when a call is answered to the dispatch of an ambulance and the care that follows.

“Hi, I’m Imran, and I will be answering your 999 call,” says one of our call handlers in the video. “If it’s not life-threatening, we will tell you on average how long the ambulance will take to get to you. But please don’t worry. This is to make you aware of how busy we are in the area, and we often find that help does arrive sooner.”

Our call handlers will ask questions such as whether a patient is breathing, awake, or at a particular address. Answering these questions fully and calmly does not delay help. It ensures that patients receive the right care, at the right time, and allows our teams to continue giving advice whilst help is arranged.

The series also highlights that calls are prioritised and how ambulances are dispatched. “I am in contact with all the emergency ambulances in the area,” says dispatcher Katie. “I have to ensure that patients are prioritised correctly and all the poorliest patients receive the help first.”

The videos explain that calling 999 doesn’t always mean an ambulance will be sent. Advanced practitioners may follow up with callers categorised as low priority, providing advice or referring them to other services. And when an ambulance is on its way, crews may occasionally be diverted to patients in more urgent need.

“Our goal is always to provide the most appropriate care,” explains Paramedic Jack. “Often we can help at home and take patients to hospital only when necessary. This way, we can support as many people as possible, safely and efficiently.”

The reels aim to take 999 messaging back to basics, showing the public the steps involved, why each one matters, and how staff work tirelessly to ensure everyone receives the best possible care, especially during the busy winter months.

Look out for the series of reels which will be shared on our social media channels in January and December. Please share them with friends and family, and remember to make the right call this winter. Thank you.