When you call 111 in a medical emergency, trained call handlers and clinicians will assess what has happened and help arrange the care that best meets the patient’s needs.

Quick Help

  • In a medical emergency, call 111 and ask for "Ambulance".

  • If you are unsure what care you need, call Healthline free on 0800 611 116.
  • People who are deaf, hard of hearing or speech impaired can register for 111 TXT. You must register before you can use this service.

What to do when your 111 call is answered

  1. Ask for Ambulance.
    Tell the 111 operator whether you need Police, Fire or Ambulance. Your call will then be transferred to an ambulance call handler.
  2. Give the location of the emergency.
    Tell the call handler exactly where the patient is. Give as much information as you can, including the house number and street name, business name or nearby landmarks.
  3. Give the phone number you are calling from.
    We may need to call you back, so provide the best phone number for reaching you.
  4. Describe what has happened.
    The call handler will ask questions to understand the patient’s condition. These may include:
    • Are you with the patient?
    • How old is the patient?
    • Is the patient awake?
    • Is the patient breathing?
  5. Listen carefully and follow the instructions.
    The call handler will explain what to do next. In an emergency, a dispatcher may begin arranging an ambulance while the call handler continues speaking with you.
  6. Stay on the call.
    Do not hang up until the call handler tells you to. They may give you important instructions or need further information.

Please follow the call handler’s instructions. Their questions help us understand what is happening and arrange the most appropriate response.

How we assess your call

The information you provide is assessed through a process called triage.

Triage helps us understand:

  • how serious the patient’s condition may be
  • how urgently help is needed
  • whether an ambulance response is required
  • whether further assessment by a clinician would help
  • whether another healthcare service may better meet the patient’s needs

Not every person who calls 111 needs the same response. Some patients need an emergency ambulance immediately. Others may benefit from a more detailed clinical assessment before the next step is decided.

Secondary Triage

In some situations, your call may be referred to a clinician for Secondary Triage.

A Secondary Triage clinician will speak with you or the patient and ask more detailed questions about:

  • current symptoms
  • relevant medical history
  • medications
  • what has already happened
  • what support is available
  • whether the patient’s condition is changing

This assessment helps the clinician determine the safest and most appropriate next step.

Depending on the patient’s needs, the clinician may:

  • arrange an ambulance response
  • provide clinical advice
  • help the patient manage their condition safely at home
  • refer or direct the patient to another healthcare provider
  • recommend that the patient travels to an appropriate healthcare service by another safe means

Secondary Triage is not about refusing ambulance care. It helps ensure each patient receives the response that best meets their clinical needs.

If the assessment shows that an ambulance is required, one will be arranged based on how urgently help is needed.

If you are waiting for a call back or an ambulance

Keep the phone you provided switched on, nearby, available and not on silent. A clinician or call handler may need to contact you.

If the patient’s condition worsens or something changes, call 111 again and explain what has happened.

Do not delay calling again if the patient develops serious symptoms such as chest pain, severe difficulty breathing, stroke symptoms, unconsciousness, severe bleeding or another immediate threat to life.

 

What other kinds of care may be recommended?

The right option will depend on the patient’s condition, what services are available locally and whether the patient can travel safely.

Ambulance care

An ambulance may be arranged when the patient needs assessment or treatment from an ambulance crew, or transport to an appropriate healthcare service.

If an ambulance crew attends, this does not always mean the patient will be transported to an emergency department. Our ambulance crews can assess, treat, advise, refer and transport according to the patient’s needs.

Urgent care

An urgent-care clinic provides treatment for illnesses and injuries that need prompt attention but are not life-threatening.

An urgent-care clinic is different from a hospital emergency department. Opening hours, waiting times and costs vary, so check before travelling.

Find an urgent-care clinic

GP or online GP care

A GP or online GP service may be appropriate when the patient needs medical assessment but does not require an emergency ambulance response.

Find a GP or other primary-care service

Pharmacy

A pharmacist can provide advice about many minor illnesses, medicines and symptoms. They can also tell you when you should seek further medical care.

Find a pharmacy or healthcare provider

Healthline

Healthline provides free health advice from trained healthcare professionals.

Call Healthline on 0800 611 116 or visit healthy.org.nz.

Care at home

The clinician may advise that the patient can remain at home with appropriate care and monitoring.

They will explain what to do and when to seek further help. If the patient’s condition changes or worsens, follow the advice provided or call 111 again.

Hospital care

Some patients need care at a hospital emergency department or another hospital service.

Depending on the patient’s condition, an ambulance may be arranged or the clinician may advise that the patient can travel safely by another means.

 

REMEMBER 

Call 111 immediately when someone is seriously ill or injured or there is an immediate threat to life.

The response will be based on the patient’s clinical needs and how urgently help is required.

If the patient’s condition worsens after calling 111, call again and tell us what has changed.
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