Every ambulance response starts with skilled people making decisions behind the scenes.
This International Control Room Week, Hato Hone St John is recognising its dedicated teams that work around the clock in its Integrated Operations Centres (IOC), where 111 ambulance calls are answered, patients’ conditions are assessed, ambulance resources are coordinated and expert health advice is provided.
Over 2,000 calls for an ambulance are received each day, and while many people may think of an ambulance control room primarily as the place where 111 calls are answered and ambulances dispatched, today’s IOC has a much broader role.
Emergency medical call handlers listen and assess what is happening, identify urgency and provide immediate instructions where needed. Dispatchers arrange ambulance resources across a changing operational environment, while clinicians can provide further assessment and advice and, for suitable patients, help connect them with other healthcare services.
Doug Gallagher, Hato Hone St John General Manager Ambulance Operations – Integrated Operations Centre, says the work taking place behind the ambulance response is an important part of patient care.
“When somebody calls 111 for an ambulance, there is an entire team working behind the scenes to understand what is happening and help determine the right response.
“That can involve emergency medical call handling, assessing a patient’s condition, dispatch, coordinating the right ambulance vehicles and ensuring everything is running smoothly, often with several people contributing to the care of a patient before an ambulance arrives.
“International Control Room Week is an opportunity to recognise the sound decision making, expertise and teamwork of our IOC personnel, who support patients and frontline ambulance personnel 24 hours a day, 365 days a year,” says Mr Gallagher.
Calling 111 for an ambulance does not always mean a vehicle will be sent or transport to an emergency department will be the right outcome. For suitable patients, clinicians within IOC can provide further assessment, health advice and help identify other appropriate care options. At the same time, operational teams monitor ambulance demand and available resources, helping ensure they are sent to patients who need them most.
Mr Gallagher says this combination of people, clinical expertise, operational information and technology reflects how modern ambulance services operate.
“The work you see on the road is only one part of an ambulance response. Behind it is a team making thousands of decisions, often in rapidly changing circumstances.
“This week is first and foremost about saying thank you to our people, while also giving everyone a better understanding of the expertise behind every ambulance response.”
International Control Room Week runs from 26 October to 1 November 2026.
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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.
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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