What do you say when you call for an ambulance? 5 expert tips

You might think it’s easy but in a stressful situation, it could become difficult to communicate with an emergency services operator when you are with someone who is injured.

If you have ever wondered what you should say once you have dialled 999, The British Red Cross has the following guidance and advice to follow if you find yourself at the scene of a serious accident or medical emergency.

Try to speak clearly

During #NationalApprenticeshipWeek @OFFICIALWMAS is celebrating over 3,500 #apprentices past and present who have been employed by the Trust.https://t.co/a9DuKHhbyu

#apprenticeships #apprenticeshipweek #NAW2024

👇

— Association of Ambulance Chief Executives (@AACE_org) February 7, 2024

“Remember the operator can't see the situation. They are relying solely on what you tell them, speaking clearly and explaining the situation will help them greatly,” explains The British Red Cross.

“Try and give clear and concise answers to the questions they ask.”

Know the location

“While calls from landlines and public phone boxes can normally be traced by the ambulance service, calls from mobile phones cannot be pinpointed.

“Try and give the exact location using landmarks and local knowledge if you can.

“Following on from this, if possible then always send someone to flag down and meet the ambulance.”

Always listen to the operators questions when calling for an ambulance (Image: PA)

Answer questions as best you can

“The operator will ask you for your telephone number. This is so that if the line is disconnected they can call you back. They will also ask you for your address and the nature of the emergency.

“Then, they'll have a few questions about the person, such as ‘Are they responsive?’ and ‘Are they breathing?’

“It’s important that you answer as well as you can. If you don't know the answer, then say so. Answering these questions will not delay the ambulance.”

The British Red Cross adds: “The questions they ask are important as they help the operator assess the severity of the call and send the right level of emergency help.”

Ambulance response categories explained 

Follow the instructions

“The operator is trained to give simple first aid instructions over the phone (such as how to help someone who is unresponsive and not breathing).

“Even if you haven’t done any first aid training you can still follow these instructions to help the person. Remember, it’s far better to do something than nothing.”

Stay with the person

“Always stay with the person in case their condition changes (for example, they stop breathing or become unresponsive).

“If this happens it's important that you call 999 again and update the operator.

Recommended reading:

• When should you call 999? What to do if you're unsure but need urgent medical help
• How to set up your medical ID on iPhone and Android in case of an emergency

“Staying calm and understanding how to call for help in an emergency situation can save lives.

“Knowing basic first aid can save lives. It can also take some time for ambulances to reach critically ill patients, especially in heavy traffic or poor weather conditions.

“In these situations, knowing lifesaving skills could make all the difference.”