Control centres

All relevant 999 calls are directed to one of our three Health and Emergency Operations Centres (HEOCs) at Bedford, Chelmsford or Norwich.

When you call 999, an operator will ask you which emergency service you need.  In a medical emergency, ask for the ambulance service and you will be put through to one of our call-takers.

What information will I need when I call 999?

You will need the following information when you call 999:

• The address where you are, including the postcode if you know it.
• The phone number you are calling from.
• Be able to describe what has happened.

As soon as we know where you are we can send help to you.

You will also be asked to give some extra information, including:

• If you know it, the patient’s age, sex and medical history;
• Is the patient is conscious, breathing and if there is any bleeding or chest pain;
• A description of the injury and how it happened.
• Answering these questions will not cause any delay in sending the most appropriate response to you.  It will also help us to give you important first aid advice.

Managers and staff in the HEOCs are responsible for deploying a range of resources, including ambulances, rapid response vehicles, emergency care practitioners (ECPs), ambulance managers, community first responders, and the Trust’s air ambulances. The management of resources is a complicated process that operates 24/7.