What happens when you call 111

1. Ask for Ambulance. Say which service you need – Police, Fire or Ambulance. Ask for Ambulance. Your call will then be transferred to us. 
   
   
2. Give the address of the emergency. Tell the call handler exactly where the emergency is taking place. Give as much information as you can including the house number and street name, or the name of the business.
   
   
3. Give the phone number you are calling from. We will ask you to give the phone number you are calling from; in case we need to call you back.
   
   
4. Describe what has happened. Tell the call handler what has happened. They will ask you questions like “Are you with the patient?” “How old is the patient?” “Is the patient awake?” “Is the patient breathing?”.
   
   
5. Listen to what to do next. While you talk to the call handler, someone called a ‘dispatcher’ will be arranging help. The call handler will tell you what to do next. If necessary, they will stay on the line to help you until an ambulance or other help arrives.
   
   
6. Stay on the call. Do not hang up the call until the call handler tells you to. They will make sure that you have the help you need first.

Find out what happens when you call 111

Our experts will get you the right care

When you dial 111, your call is answered by a trained professional who will ask some questions about the patient’s condition. This process, called ‘triage,’ helps determine the best course of action to get the person the care they need as quickly and effectively as possible. In some cases, this does not mean sending an ambulance right away.

The role of the Clinical Hub

In some situations, sending an ambulance may not be the most appropriate response. Instead, you might get a call back from a paramedic or a nurse at our Clinical Hub. During this call, they will ask more detailed questions to better understand what's going on. Based on that information, they may offer advice over the phone, refer you to another healthcare service, or arrange for an ambulance if needed.

This approach ensures that you receive the right care at the right time, based on your specific needs, and supports our commitment to providing the best possible service to patients and the community.

What other kinds of care are there? 

Urgent care 

You may be told to take the person to your local Urgent Care Centre (e.g., the Accident & Emergency department at your local hospital).

 FIND AN URGENT CARE CLINIC 

GP clinic 

You may be given help to arrange a visit to a local doctor 
 FIND A GP CLINIC

Care at home 

You may be told that the person should stay home and rest for now but to call for help again if their condition changes or gets worse.