Hato Hone St John has activated its major incident response following the busiest single day on record for the emergency ambulance service and a week of sustained, exceptional demand.
Demand is expected to remain high on Monday, traditionally the busiest day for ambulance workload.
On Saturday 8 August, 2,562 calls came into ambulance through 111 – the highest number received in a single day. This placed significant pressure on emergency call-handling staff and frontline crews. A normal day would see around 1,900 calls.
Hato Hone St John Director of Ambulance Operations Doug Gallagher says it is the third time the daily record has been broken this week, with 2,404 calls received on Monday 3 August and 2,454 calls on Thursday 6 August.
“All three days were busier than any recorded during the COVID-19 pandemic or on traditionally high-volume dates such as New Year’s Eve. At the peak, emergency call handlers were answering a call every 20 seconds,” Mr Gallagher says.
The ambulance service had received 15,268 calls this week as at 2pm on Sunday 9 August. It is on track to exceed the previous weekly record of 15,289 calls, set last week between 27 July and 2 August. That week broke the previous record of 14,984 calls, set between 25 and 31 August 2025.
“Saturday is not normally our busiest day, so this level of demand is highly unusual,” Mr Gallagher says.
“Our emergency ambulance staff are continuing to respond effectively, but the workload is not showing the signs of easing that we would normally expect over a weekend.
“With demand remaining high and Mondays typically bringing the greatest workload, we are preparing for further pressure.”
Hato Hone St John has declared a major incident and activated its Emergency Operations Centre to strengthen national coordination and ensure all reasonable steps are being taken to maintain a safe response.
“This is an early and precautionary decision to help us continue providing safe and effective care during an unprecedented period of demand,” Mr Gallagher says.
“We want to reassure people that emergency ambulance help remains available, and we are continuing to respond to those who need us.”
Activating the major incident response gives Hato Hone St John a clear national structure for coordinating decisions and resources at pace. The Emergency Operations Centre brings operational, clinical and support teams together to maintain a detailed national view of demand and ambulance availability, monitor risk and take further action as conditions change. It also supports closer coordination with Health New Zealand and hospital partners.
“Our first priority is patient safety. Ambulance staff continue to prioritise people with life-threatening and time-critical conditions,” Mr Gallagher says.
“People should call 111 immediately when someone is seriously ill or injured or there is an immediate threat to life.”
During exceptional demand, some people with less urgent conditions may wait longer than usual. If someone’s condition becomes more serious after calling 111, they should call again and provide an update.
When it is clinically safe and appropriate, a person calling 111 may receive advice from a clinician or support to access another healthcare service rather than an ambulance response.
Ambulance personnel may also assess and treat suitable patients at home, refer them to another provider or help them access care somewhere other than an emergency department.
“These are clinically led decisions based on the individual patient’s condition and needs. They are about providing the right care, at the right time and in the right place,” Mr Gallagher says.
Hato Hone St John is encouraging people with non-emergency health concerns to seek advice early and check which services are available locally.
Options may include a GP, Health New Zealand’s online GP care service, a pharmacist, an urgent-care provider or Healthline on 0800 611 116.
Availability, opening hours and waiting times vary, so people should check before travelling and should not delay calling 111 in an emergency.
Hato Hone St John is working closely with Health New Zealand and other health-sector partners to manage demand, maintain patient safety and support patient flow.
The major incident arrangements will be reviewed regularly against current demand, ambulance availability and wider health-system conditions.
ENDS
About Hato Hone St John:
- Hato Hone St John provides emergency ambulance services to 90 percent of people in New Zealand across 97 percent of the country.
- Hato Hone St John is made up of a mix of full-time paid staff and volunteers.
- Along with the emergency ambulance service, Hato Hone St John operates a significant number of community health programmes and other activities which help build community resilience. They include Waka Ora Health Shuttles, ASB Caring Caller, St John Youth, and St John in Schools.
- Hato Hone St John also delivers event health services, medical alarm services, first aid training, and operates retail stores across the country.
For further information please contact:
Hato Hone St John media team
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