Ambulance Service, is the patient breathing? Yes, but we’ve got no heating due to a power cut
Ambulance Service, is the patient breathing? Yes, but we haven’t got any heating due to a power cut, can someone bring us a heater? This is just one of the many inappropriate 999 calls received by the South Western Ambulance Service NHS Foundation Trust (SWASFT) over the past year.
This January, SWASFT is reminding people to use its services responsibly and only call 999 in a genuine life-threatening emergency. The Trust is asking people to think carefully about whether their situation truly warrants an emergency response before dialling.
Of the 1,066,630 incidents the Trust dealt with in the last 12 months (1 January to 31 December 2024) , 26% of these did not require an ambulance response, including:
-
A hurt finger while playing football
-
A lost walking stick
-
A lost pair of keys
-
A bad nightmare
-
Someone who had fallen off a chair, while already in hospital
William Lee, Assistant Director of Operations at SWASFT said: “People call 999 when they or someone else is desperately ill or injured and need urgent medical attention. These calls are for situations where minutes matter and lives are at risk.
“Inappropriate calls tie up our emergency lines and divert valuable resources away from those in genuine need, such as people who have stopped breathing, are unconscious, or are experiencing a serious medical emergency.
“As we start a new year, we ’re reminding people to use 999 responsibly and only for life-threatening emergencies. For non-urgent health concerns, there are faster and more suitable options available can provide quicker and more appropriate care . We understand that some callers with non-urgent complaints genuinely need help, but it’s essential to keep 999 available for those who are facing the most critical emergencies."
On an average day, SWASFT manages around 2,650 incidents which can escalate to over 3,000 at times of significant pressure. 999 calls are answered by Emergency Medical Dispatchers, who are appropriately trained to receive calls, provide scripted medical advice over the telephone, and triage calls which may result in the allocation of an ambulance resource. Handling non-urgent or inappropriate calls however puts additional pressure on an already busy service.
For non-life-threatening emergencies, people can access appropriate care by visiting NHS 111 Online, contacting their GP or getting advice from a pharmacy. These services can provide guidance and treatment options without unnecessarily tying up emergency resources.
The following are real 999 calls made to the SWASFT in the past year:
CALL 1
Caller: We have been playing a football tournament and while playing he has hurt his finger.
Operator: Just to confirm, he’s hurt his finger while playing football? Are you with the patient now?
Caller: Yes. While playing football 5 minutes ago he injured his finger.
Operator: Is he responding normally?
Caller: Yes, he’s responding normally. We don’t know whether anything is broken. Can you come ASAP please?
Operator: Unfortunately, the ambulance service is currently under significant pressure, and we have to prioritise life-threatening emergencies so will be unable to send an ambulance at this time. Are you able to make your own way or get a lift to a minor injuries’ unit or A&E?
Caller: Yes, I think someone has a car so will ask them.
CALL 2
Caller: Yes, I’m breathing but I can’t find my walking stick so I can’t walk anywhere.
Operator: Just to confirm, are you the patient?
Caller: Yes, it’s me. I have trouble walking and I can’t find my walking stick, so I’m stranded at the moment .
Operator: Is your breathing normal, are you bleeding, or do you have any pain?
Caller: Yes, that’s all fine. All I need is for someone to bring me a walking stick.
CALL 3
Caller: I can’t get in my door, I’ve lost my keys.
Operator: Sorry, what’s the reason for the ambulance?
Caller: I can’t find my keys and I can’t get in my house.
Operator: I’m sorry, we’re not going to send an ambulance to you because you’ve lost your keys. You are going to need to ring someone more appropriate to deal with this.
CALL 4
Caller: I don’t know if I need an ambulance or not but I’m in the house on my own, my husband is away, and I’ve had a horrendous nightmare.
Operator: So, can you tell me exactly what’s happened?
Caller: I think I’ve had a horrendous nightmare, as we’ve got problems with our neighbours. I think I’m starting to feel a bit better now.
CALL 5
Caller: I’m in the A&E department and she fell off the chair and she’s in pain and no one is looking after her. They think she’s been drinking but I don’t think she has, she’s in pain.
Operator: Right, so she’s in the A&E department?
Caller: Yeah, and I think they need an ambulance to pick her up.
Operator: Are you able to go and get a member of staff to help?
Caller: Oh, they are moving her now, she’s ok. Bye.
By using emergency services appropriately, the public can help ensure ambulances and life-saving care are available for those who need them most.
For more information about when to call 999 and how to access alternative healthcare services, visit https://www.swast.nhs.uk/get-the-right-help-and-support