Every year we take 679,000 calls for over 450,000 incidents in our three Clinical Contact Centres in Wales.
Operating 24 hours a day, 365 days a year our call takers will take the details of your 999 call and send an appropriate response.
There are a number of responses we provide including traditional emergency ambulances, rapid response vehicles, urgent care vehicles, volunteer first responders, air ambulance helicopter, specialist teams or even a paramedic on a bike in some of our cities. In total, we have over 300 vehicles based in 90 ambulance stations across Wales. Alternatively, a Clinician within our Clinical Contact Centres may call you back and assess you over the phone.
Our crews are highly skilled professionals who are able to treat and stabilise patients before taking them to the most appropriate hospital if necessary. The ambulances themselves are state of the art and hold a wide range of emergency care equipment including oxygen, a defibrillator, advanced life-saving equipment and emergency drugs including pain relief.
Many of the calls we receive are not life threatening emergencies.
Please stop and think before you dial 999.
When you call 999 a telephone operator will ask you which emergency service you need. In a medical emergency you should ask for an ambulance and you will be put through to one of our Clinical Contact Centres.
You will need to tell us what is wrong and what has happened, the address where help is needed, including the postal area if you know it, and the phone number you are calling from.
Once this information is given, it is entered onto our computerised priority dispatch system and appropriate help will start to be arranged. However, the emergency medical dispatcher will need to ask some additional questions including:
Asking these questions will not delay help being arranged but it enables the emergency medical dispatcher to offer advice if needed and ensure the most appropriate assistance is provided.
You will also be told how to help the patient whilst we are on the way.
When help arrives, the patient’s clinical condition will be assessed and treatment may be given as necessary at the scene.
If, after treatment, the patient’s condition is still critical, then they will be taken to either the nearest hospital accident and emergency department or to the most appropriate specialist centre such as a heart attack centre or burns unit.
Having handed over the patient at this destination, the crew need to make sure that the paperwork is complete and that their equipment and vehicle is ready for another call.