What happens when you call 999?
I was recently involved in a discussion within a forum about what happens when you call the Emergency Services. It became apparent that not everyone’s understanding and expectations are the same and it didn’t match what is likely to happen. So I thought this week I would discuss it in my blog.
The Yorkshire Ambulance Service and East Midlands Service have put some information online too but I shall discuss what I believe to be the most important aspects.
Firstly, remember the person on the other end of the phone is trained to help you. They are not trying to hinder or delay your help but they will have some questions for you. When you first dial 999 you will get through to the Emergency Operator who will put you through to the appropriate control room, depending on the service you need. If you need more than one or you need Mountain Rescue then ask for the Police. I’m going to concentrate on what happens when you ask for an ambulance.
Initially the Dispatcher will ask your telephone number, the address of the emergency and briefly what has happened so they can start to input your details and get your help to you. Depending on the nature of the emergency they will then ask you some further questions. Answer these questions as clearly and as calmly as you can manage, this information will ensure you receive the right help in the most timely manner.
So the conversation may go something like this:-
Q.”Emergency – which service do you require?”
A. “Ambulance” – you then get put through to ambulance dispatcher who will take your telephone number and location of the emergency
Q.Can you tell me what is the emergency?
A. Someone has collapsed
Q.Are they breathing normally?
A. No
You will now get help and support to do CPR and use your AED and will get a category 1 response
OR:-
Q.”Emergency – which service do you require?”
A. “Ambulance” – you then get put through to ambulance dispatcher who will take your telephone number and location of the emergency
Q.Can you tell me what is the emergency?
A. Someone has collapsed
Q.Are they breathing normally?
A. Yes
Q.Are they awake?
A…………
What you answer here on in will determine the response you get, the first question filters you onto the right flowchart and then the subsequent questions help them determine what help you need.
The questions are carefully structured to enable a yes or no answer. This is why I always stress when teaching that the person going to the phone must have all the relevant information, such as are they breathing normally, are they awake, are they changing colour.
Once your help is on the way they may stay on the line with you or ask you to ring back if there is any change or deterioration in their condition.
As I’ve indicated above your quickest and easiest way to timely help is to answer their questions. It is not the same process as when a medical emergency is declared within an acute hospital.
I hope you found this blog useful, you may also like:-
What is the difference between 999 and 112?
How to be ready for your ambulance
If you would like to discuss your training needs, please contact me; or if you have any comments or questions please comment below.
I am a Telecoms Manager at a large Corporate Company. We are developing a Skype telephony platform which means our users can take their phone with them with their computer. Potentially they can call 999 or 112 from anywhere in the world, their calling line ID will always be the home location of the service.
We want to set a policy that ensures users are aware that if they call 999 etc from their PC, if they are not located at the time of the call at the office their telephone number is aligned to, then EM services will assume by their phone number they are located at the address of the number. I believe EServices can trace phone numbers and ascertain an address in-case the caller cannot communicate.
What is the best practice for these situations?Do we internally block or re-route these calls to an internal answerpoint to the company, or are their 3rd party ES operators that can take the calls knowing that their phone number may not demonstrate their location?
Hi Kevin
Thank you for your comment. I think it would be important that the device is tracked to its actual location rather than a fixed address or the caller is able to confirm their location. Mobiles have this technology through their GPS.
Good luck with it, anything that makes it easier to call and access help has to be positive.
Kind regards
Helen
What if I require ambulance to attend a badly injured person who has been in a serious multi vehicle accident and one vehicle is on fire!? (Seriously)
Hi Charles, I would suggest in that situation you need all 3 emergency services, in which case I would recommend asking for the Police.