Our services

The emergency 999 service

About 2,400 emergency 999 calls come into the ambulance service every day and are answered and managed in our emergency operations centres at Bedford, Chelmsford and Norwich. The call handler records information about the nature of the patient’s illness or injury to make sure they get the right kind of medical help.

Call Handler on headset in front of computer screens 

Our call handlers use sophisticated software to put the patient’s condition into a particular category, depending on how urgent it is. This is known as triaging, and allows us to make sure the most seriously ill patients can be prioritised and get the fastest response.

Once this key information is established, the response will be either an emergency ambulance dispatched on blue lights, through to further clinical assessment over the phone for patients with minor conditions which could be advice over the phone from a paramedic or a referral to their GP, pharmacist or local walk-in centre.

Not just an emergency service 

As well as providing the 999 emergency ambulance service, we also provide a range of other services including:

Patient transport services and primary care 

We provide non-emergency patient transport services around the region to help people who need assistance because of their medical condition or age, from home to outpatient appointments at hospitals or other care centres. This service also provides specialist neonatal transfers between hospitals for babies in need of special care.

In 2014/15 we also ran the 111 non-emergency health service number in Norfolk but unfortunately we were not awarded the contract for the next five years and will handover operations in September to another provider.

Special and partnership operations

The Trust operates two hazardous area response teams (HART) and has a resilience and emergency planning department who work closely with critical care charities and community volunteers to respond to a variety of emergency situations.

Commercial services

We operate a number of services which generate income for the Trust. These include training for blue-light drivers and first aid at work. In addition there is a contact centre and a medical service which cover events, festivals and medical repatriation.

East of England Ambulance Headquarters
Whiting Way
Sat Nav postcode SG8 6NA