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 if they are nearby.

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.

Some of these patients may be referred to our clinical hub. If this is the case for you, you will speak with a clinician who will assess you over the telephone to determine the most appropriate care for your needs.

There may also be times where we send a clinician who conducts 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’re not in need of any medical treatment, the clinician will be able to advise on any self-care you may need.

The short video above features Ann-Marie, who is one of our urgent care practitioners. Urgent care practitioners are often dispatched to patients who have less serious illnesses or injuries and are more likely to benefit from support at home or in the community. The urgent care practitioner role began as a pilot but is now a permanent feature of our ambulance service.