When you call 999, a BT operator will answer your call and ask:
"Emergency, which service do you require? Fire, Police or Ambulance?"
In the event of a medical emergency, you should ask for an ambulance. The operator will then put you through to the ambulance service control room.
A Call Handler will answer your call and ask for information from you to prioritise your call and identify the best advice to help the patient until the ambulance arrives.
They will ask:
- What telephone number you are calling from? (In case the line gets interrupted and the Call Handler needs to call you back)
- What is the exact location of the incident?
The address/location that you give is very important in helping the ambulance to reach the patient as quickly as possible. If you are in a rural countryside area, having your map reference, postcode or what3words address to hand will be a big help.
You will also be asked for information relating to the type of incident:
- What's the problem?
- How many people are involved?
- What’s the age of the patient?
- Is the patient breathing?
Your call is then categorised into one of four categories: Purple Arrest, Red Emergency, Amber and Green.
Patients in the Purple Arrest category (those in cardiac and respiratory arrest) or Red Emergency category (those at high risk or cardiac and respiratory arrest), will be sent an ambulance as quickly as possible.
For calls where there doesn’t appear to be an immediate threat to life, a Clinical Navigator (Paramedic or Nurse) will review your call to ensure you receive the most appropriate care. If you do need an immediate response, we will upgrade the call and send help immediately.
If you don't need help immediately, your call will be passed to a Paramedic or Nurse for a more comprehensive assessment, to ensure you get the right care for your needs. This might still mean sending an ambulance, especially for serious conditions like a suspected stroke, or it could be a response from an Advanced Paramedic, a volunteer Community Welfare Responder, a GP appointment, self-care advice, or something else.
DON'T HANG UP, until you are told to do so.
You may be asked for specific details about the patient's condition as well as information about the safety of the scene, to ensure the crew is protected against hazards and dangers. This might include questions about:
- What part of the body was injured? (So that the ambulance service can identify the seriousness)
- Is there any serious bleeding? (So that the ambulance service can provide correct advice to control the bleed)
- Does the patient have chest pains? (So that the ambulance service can provide the correct advice to make the patient comfortable)
- Is the attacker still nearby? (To inform the crew so they can remain safe)
- Is anyone trapped in the vehicle? (So that the ambulance service can inform other relevant emergency services)
All information about the patient is entered into a computerised priority dispatch system and the nearest appropriate and available resource will be sent out.
If the patient's condition is immediately life threatening, breathing is absent /severely compromised or their life could be in danger, the Call Handler will give you simple, effective instructions on how to assist until the ambulance crew arrives to take over. This might include guiding you through the steps of carrying out CPR (Cardiopulmonary Resuscitation), dealing with choking or helping with childbirth. The ambulance service can provide language interpreters if required.
TRY TO STAY CALM
The control room will keep the ambulance crew up to date with any new information about the patient's condition or about the safety of the incident while they are on the way to the incident, using radio and data communication.
If possible get someone to meet the ambulance and show them where the incident is. Have something visible so we can locate you, such as car lights, a torch, waving with arms and clothing, or a jacket or coat.
When help arrives, the patient's clinical condition will be assessed and treatment may also be given at the scene. If after assessment, the patient's condition requires transport to hospital, the hospital will be contacted to ask them to prepare for the arrival of the patient. The patient will be taken to the nearest accident and emergency department.
The crew will hand over the care of the patient to the hospital and prepare themselves and their vehicle for their next call.
The Welsh Ambulance Service NHS Trust aims to respond to all calls within the minimal amount of time, aiming to achieve an eight minute response if the patient's condition is immediately life threatening.
Remember though, for emergencies such as unconsciousness, difficulty breathing, a suspected heart attack / chest pain, heavy blood loss, serious injury or severe burns, dial 999.
SignVideo is a service that enables deaf (and hearing) British Sign Language (BSL) users to communicate with hearing people via an online BSL interpreter. SignVideo can be accessed using a computer or via the SignVideo app on your smartphone or tablet.
Once you have contacted the SignVideo service, the interpreter will contact us by telephone and relay your conversation with a member of our team, e.g. a Nurse Advisor or a Health Information Adviser, depending on what the problem is. You will be asked a series of questions to assess your needs and will be provided with the healthcare advice or information you need, or directed to the local service that can help you best. The SignVideo service is available 7 days a week, between 8.00am and midnight.
For more information and guidance on how to download the service onto your computer, tablet or smartphone, visit SignVideo.
If you are deaf or hard of hearing and don’t use BSL you can still contact 111 via Relay UK. Relay UK brings relay services for deaf, hard-of-hearing, and speech-impaired people right up to date with the latest app technology. You don't need any special kit – just download the app from the App Store or Google Play onto your smartphone, tablet, or computer. For more information visit the Relay UK website - .
Relay UK relays conversations between people using a smart phone app (or textphone) and people who use voicephones. When you use Relay UK to call NHS 111 Wales, a Relay UK assistant will speak your words to an NHS 111 Wales call handler and then convert their spoken words into text for you. If you use speech, the call handler can listen to what you have said, then reply. The Relay UK assistant will then convert what the call handler has said into text.
To access the service dial 18001 111 from your textphone or using the Relay UK app.
If you're not sure what to do, need information or advice or require details of a pharmacy or A & E department that is near to you, contact NHS 111 Wales.