How we respond to 999 calls

The calls we receive are processed via the computerised Medical Priority Dispatch System (MPDS).

Trained call-handlers ask a series of scripted MPDS questions, to which the answers indicate the patient’s clinical condition.

Each condition is assigned a MPDS categorisation, and response priority under our Clinical Response Model (CRM).

The combination of MPDS code and CRM priority helps us to identify the most appropriate, available ambulance response type to meet the needs of our patients.

Clinical Support Desk

Clinicians (a Paramedic or Nurse), working within our CCC may contact patients, where suitable, to undertake further telephone assessment.

This allows patients to be treated within the community in line with their specific healthcare needs. The call priority may also be reviewed based on the patients’ clinical presentation at time of assessment.