When you call 111 you will speak to a trained professional who will make sure you or the person you are calling for receives the right care at the right time.

Quick Help

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

  • Call Healthline on 0800 611 116 if you are unsure.

  • For the hearing or speech impared, you can register for 111 TXT.

What to do when your 111 call is answered

  1. Ask for Ambulance. Say which service you need – Police, Fire or Ambulance. Ask for Ambulance. Your call will then be transferred to us. 

  2. Give the address of the emergency. Tell the call handler exactly where the emergency is taking place. Give as much information as you can including the house number and street name, or the name of the business.

  3. Give the phone number you are calling from. We will ask you to give the phone number you are calling from; in case we need to call you back.

  4. Describe what has happened. Tell the call handler what has happened. They will ask you questions like “Are you with the patient?” “How old is the patient?” “Is the patient awake?” “Is the patient breathing?”.

  5. Listen to what to do next. While you talk to the call handler, someone called a ‘dispatcher’ will be arranging help. The call handler will tell you what to do next. If necessary, they will stay on the line to help you until an ambulance or other help arrives.

  6. Stay on the call. Do not hang up the call until the call handler tells you to. They will make sure that you have the help you need first.

Find out what happens when you call 111



Our experts will get you the right care

Your 111 call will be answered by a trained professional who will ask you questions about the patient, and we will make sure you receive the help you need. This process is called ‘triage’ and is used to decide the best way to get the person the care they need at that time. 

In some cases, this does not mean sending an ambulance.

What other kinds of care are there? 

Urgent care 

You may be told to take the person to your local Urgent Care Centre (e.g., the Accident & Emergency department at your local hospital).


GP clinic 

You may be given help to arrange a visit to a local doctor 

Care at home 

You may be told that the person should stay home and rest for now but to call for help again if their condition changes or gets worse. 

If you call 111 in a medical emergency, or a person’s life is in danger, we will arrange for an ambulance straight away.


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