The new ambulance initiative helping fallers back on their feet

19.11.25

The Welsh Ambulance Service has launched a new initiative to improve care for people who fall.

More than 46,300 calls have been made to the Welsh Ambulance Service since January for people who have fallen.

It is the number one reason people in Wales have called for an ambulance this year, followed by breathing problems (38,527) and chest pain (30,142).

The Trust has established a dedicated Falls Desk in its 999 control room designed to get help quickly to people who have fallen.

Pete Brown, Assistant Director of Operations (Integrated Care), said: “When someone has a fall, it’s really important we get to them quickly or complications can start to develop within a few hours if they’re still on the floor.

“In the past, fallers have waited far longer for help than any of us would like, and while we’ve introduced a number of initiatives over the years, the Falls Desk is a first for us.

“Remote care is a huge part of how we’re transforming ambulance services in Wales, and the Falls Desk is an extension of that.

“By drawing upon the skills of our fantastic remote care clinicians, we aim to get fallers get the right help quickly, which should not only improve their experience, but can also lead to better outcomes.

“Treating more people closer to home also takes the pressure off Emergency Departments, so this is about playing our part to support wider health system too.”

The Falls Desk, which is being funded by Welsh Government, operates every day from 8.00am to 8.00pm, when most falls happen.

A resource coordinator works with a paramedic or nurse to organise the dispatch of a falls responder, like an ambulance service volunteer, a trained firefighter or a member of St John Ambulance Cymru’s Falls Response Service.

Before the responder arrives, the paramedic or nurse will contact the patient to assess any injuries, assist them safely up off the floor and provide advice on medication.

Once the responder arrives, the paramedic or nurse will then assess the patient's needs over the phone or via video, and work with other control room clinicians and the patient’s local health board to manage their care close to home.

Ben Scott, Falls Clinical Lead at the Welsh Ambulance Service, said: “Anyone can have a fall, but as we age, our chances increase and our ability to get up independently reduce.

“Getting up off the floor as soon as possible, where it’s safe to do so, is the key to avoiding harm related to time spent on the floor.

“The Falls Desk is a great initiative that helps people as soon as possible after a fall.

“It offers safe, professional advice on how to get up off the floor or, if that’s not possible, how to stay safe until help arrives.

“Where a patient is unable to get up, our resource coordinator will quickly arrange for a falls responder to come and help.

“Most falls don’t result in a serious injury, but they can cause a person to lose their confidence, become withdrawn and feel as if they have lost their independence.

“Improving the way we care for fallers is a top priority, but prevention starts at home, and taking a few simple steps can help prevent a fall in the first place.”

Visit the Age Cymru website for advice on how to prevent falls.