Ambulance bosses have issued a plea to the public not to abuse the 999 line after an increase in calls that do not need an emergency response

Ambulance bosses have issued a plea to the public not to abuse the 999 line after an increase in calls that do not need an emergency response.

Over the last two months, the volume of non-emergency calls to 999 has increased, up by 40% against the annual average – and double the number from pre-Covid levels.

The massive rise in non-emergency callers to 999 comes at a time when 111 has been incredibly busy and some callers, frustrated at the short wait before being connected, have re-dialled 999.

Lynn Huldie from North East Ambulance Service, said, “We are seeing an increase in 999 calls this winter.  This happens every winter as pressures across the system result in increased delays for ambulances at hospitals and a rise in the numbers of people falling ill with conditions exacerbated by colder weather.  We also see a rise in repeat callers who have been allocated an ambulance that is delayed.  These issues are compounded this year because of the impact of the pandemic. 

“We are seeing a pattern in people who have been unable to access help in other NHS services and are calling 999 instead with conditions that are being managed over the phone entirely or referred back to non-emergency services.

“An increase in calls to 999 from people who aren’t in an emergency prevents our health advisors from getting to those people calling in immediate danger, as quickly as they can.  That’s incredibly hard for our staff and teams who want to do the best they can for their patients.

“We know it can be frustrating to wait or get through to other services sometimes, particularly when they are busy.  Calls to 111 have increased and that can mean a longer wait for some patients to get through but we ask that people remember all of the options available to them before dialling 999, be it online services, GPs, urgent care centres or pharmacists.  

“Calling 999 for something that isn’t an emergency won’t get you an ambulance or be seen to any quicker but the time our specialist staff spend redirecting callers back to services that they can access directly themselves, is time diverted away from us responding quickly to patients with life threatening conditions, for whom a wait could mean the difference between life and death.

“Our call teams want to offer the best service they can to every patient they help but they can see first-hand the difference a delay can make to critically ill patients.  Please help us to help them by choosing the right service for you and being patient with us.”

NEAS is increasing the number of Health Advisors to support patients over winter, however, the public can help us to help them by ensuring that they do consider accessing alternative services like their GP directly first. 

Callers to 111 are always presented with a number of options to choose the most appropriate route before their call is transferred to the most appropriate service to help them.  Callers ringing regarding COVID symptoms or concerns, have the option early to be transferred to a member of the national COVID response service, which has been established to help manage the pandemic and allow local services to better support patients with other symptoms.  

Remember:

• use 111.nhs.uk
• Call your GP
• Pharmacy
• Self-care
• Urgent care centres
• Call NHS111 when it’s urgent but not life threatening, but you need help quickly
• Call 119 or COVID tests or track and trace queries