How we respond to 999 calls

Every time we receive a 999 call, the staff working in our emergency operations centres record information about the nature of the patient’s illness or injury to make sure that the right kind of medical help is sent to them.

Our call-handlers use sophisticated software which enables them to put the call into a particular category, depending on how urgent it is.

Up until April 2011, calls had been divided into three categories:  Category A (immediately life-threatening), Category B (serious but not immediately life-threatening) or Category C (now known as red calls and green calls respectively).

From April 2011, the Category B target was removed and calls are now handled as either Category A or Category C.

What this change means for patients

• The Category A target of reaching 75 per cent of patients in a life-threatening condition in eight minutes remains in place, ensuring patients in the most need continue to receive a fast response.
  
  
• Non life-threatening calls will be placed into one of four categories.  Patients who fall into the first two of these will still be attended by ambulance staff within either 20 or 30 minutes, depending on their condition, and;

Triaging 999 calls: the clinical support desk

In the 21st century, ambulance services are called by more people than ever, clinical excellence and quality is at the forefront of emergency care like never before and patients expect different responses to, and treatment for, their needs. 

A new service model to take patients through the right health care options for them will reduce the number of ambulance responses and ultimately hospital admissions, meaning the patient should have a better experience. In the ambulance service’s control rooms, clinical support desks (CSD) help triage 999 calls which, through more detailed information, can help get a more appropriate response to the patient including advice over the phone by a trained clinician working for the ambulance service, referral to their GP, pharmacist, or local walk-in centre, or an ambulance response if it is decided one is needed. 

More information on this is in the Trust’s Setting standards leaflet. If you are a patient who has been treated via the clinical support desk and would like to comment or ask any questions, you can tell us what you think or call Patient Services (contact details are here) .

Clinical Quality Indicators

From April 2011 ambulance services in England will also be measured on their performance against 11 new clinical quality indicators.  These will give a detailed view of the care that patients receive.  View the Clinical Quality Indicators here.