All 999 calls are triaged using the Advanced Medical Priority Dispatch System (AMPDS) which is an internationally recognised triage system that takes callers through a series of questions specific to the patient’s presenting condition.  

A Government panel of Health Care Professionals has assessed each code within AMPDS and assigned a response level based on clinical need. EMAS is required to comply with the response levels allocated.

Each 999 call is carefully prioritised using the information provided during the call

Sometimes alternative pathways may be suggested for callers, such as contacting NHS 111, their GP surgery (including out of hours), attending an Urgent Treatment Centre or making their own way to the emergency department at a hospital, but this advice is based on the information provided during the call and following the AMPDS triage detailed above. 

Although every effort is made to send an ambulance if one is required, at times our service experiences a high demand for emergency responses.  

Our 999 control room teams carefully prioritise each patient to ensure that our ambulances can respond to the most seriously ill or injured patients first.

One of our clinicians from our Clinical Assessment Team (CAT) may also call the patient back to assess their condition and to see if there is a more appropriate service which can provide the medical help they need. 

Following assessment by the ambulance clinicians they may have determined that your illness or injury required treatment at a specialist centre.  

This can include the specialist treatment required to treat some conditions such as heart attacks, strokes or some traumatic injuries.  

We ask all patients travelling with us to bring as little as possible, but if you believe you may have left an item on one of our vehicles, please contact us. 

We will then check with the crew and the relevant division if the item has been located as our vehicles are checked frequently.

All EMAS employees and volunteers are expected to adhere to the corporate social media policy.  Concerns highlighted to EMAS will be investigated, however any resulting action will remain confidential.

Any concerns raised regarding attitude will be investigated and, if applicable, staff may be asked to undertake a reflective practice. This allows crews to review EMAS’s processes and protocols for assessing and treating patients, provide opportunity to reflect on their management of the case and learn for their future practice. 

Any questions relating to eligibility should be directed to the PTS booking line on 0300 300 3434

Any other concerns will be investigated by our Patient Experience team, liaising with the relevant transport service or third-party provider.