Skip to main content

Additional support when accessing 999

We aim to make our service as accessible as possible. If English isn’t your first language, you are deaf or hard of hearing, a child or you need additional assistance, please visit our additional support page.

Deaf or hard of hearing

If you are deaf, a British Sign Language (BSL) user or hard of hearing and have a medical emergency and need an ambulance in Wales, help is available even if you cannot use a voice phone call. There are several safe and reliable ways to contact the emergency services, depending on how you communicate.

If you use British Sign Language: 999 BSL

999 BSL is a free, 24/7 emergency service that lets BSL users contact the emergency services using live British Sign Language.

You can use it to request:

  • An ambulance
  • Police
  • Fire and Rescue
  • Coastguard

How it works

  1. Open the 999 BSL app or website
  2. Press the red “Call 999 BSL now” button
  3. A qualified BSL interpreter appears on screen
  4. The interpreter calls 999 and relays the conversation in real time

You do not need to register in advance, but you can download and install the app onto your phone at any time. It works on smartphones, tablets, laptops and desktop computers and no voice speaking is required.

Visit www.999bsl.co.uk to access the service or download the app.

If you do not use BSL: Text 999 (EmergencySMS)

If you cannot hear or speak on the phone, you can send an SMS text message to 999 in an emergency.

You must register your mobile phone in advance – you cannot register during an emergency.

How to register

  1. Text REGISTER to 999
  2. Read the reply carefully
  3. Text YES to confirm
  4. You will receive a message confirming your registration.

How to use Text 999

  • Text 999
  • Include:
    • Which service you need (ambulance)
    • What is wrong
    • Where you are (address or location)

Text 999 should only be used when you cannot make a voice call.

If you can speak or type but cannot hear: Use Relay UK to call 999

Relay UK allows a trained relay assistant to:

  • Speak your typed or signed message to the call handler
  • Type back what the call handler says

How to call 999 using Relay UK

  • Use the Relay UK app, or
  • Dial 18000 (instead of 999)

Relay UK is free and available 24/7. Learn more at www.relayuk.bt.com

Important Information

  • Only use 999, 999 BSL, or Text 999 for serious of life-threatening emergencies
  • For urgent and non‑emergency medical advice, call NHS 111 Wales
  • If you change your mobile number, you must re‑register for Text 999

 

Language Line

If you or the person you are calling for does not speak English or Welsh, you can still contact the emergency services safely.

When you call 999, the Welsh Ambulance Service can use an interpreting service (Language Line) to help us understand what is happening and send the right help as quickly as possible.

How it works

  • When your 999 call reaches our control room, the call handler will try to identify the language you speak
  • If an interpreter is needed, the call handler will quickly connect to Language Line, a secure telephone interpreting service
  • A trained interpreter joins the call and translates between you and the call handler in real time. You do not need to arrange this in advance.

Language Line interpreters are used across the NHS and emergency services and support many different languages.

Important to know

  • The service is free
  • Interpreters are confidential and professional
  • Interpretation is available 24 hours a day, seven days a week
  • You should still dial 999 immediately in a serious or life-threatening emergency

You can read more about Language Line on their website: Language Services | Language Line Solutions

 

We are committed to accessible emergency care

The Welsh Ambulance Service is committed to ensuring equal access for Deaf and hard of hearing people, and to removing language barriers wherever possible. If you have any feedback about accessing our services using Language Line, you can contact the Patient Experience Team by emailing peci.team@wales.nhs.uk

Share On: