How EMS calls are handled at a 999 call centre
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🚑 Simulated 999 Calls – Cardiac Arrest, Severe Bleed, and Heart Attack
We filmed three simulated emergency calls at a live ambulance control centre to demonstrate how emergency operators respond to life-threatening incidents. The calls cover:
- Cardiac Arrest
- Severe Bleeding
- Heart Attack
Although the call screens are not shown for confidentiality reasons, you will hear how the call handlers ask structured questions to assess the situation, determine priority, and give life-saving advice before help arrives.
🫀 Cardiac Arrest Scenario
The operator quickly confirms the patient is not breathing and gives step-by-step instructions for CPR:
- Confirming address and location
- Requesting a defibrillator if available
- Explaining how to perform chest compressions: hard and fast at 2 per second
- Guiding the caller through compressions until help arrives
🩸 Severe Bleeding Scenario
This scenario involves a serious bleed. The operator:
- Confirms the patient’s state and injuries
- Advises not to remove any embedded object
- Instructs the caller to apply firm pressure with a clean cloth or towel
- Stresses continuous pressure and monitoring until the ambulance arrives
❤️ Heart Attack Scenario
In this call, the operator gathers symptoms to confirm a possible heart attack:
- Checks for breathing, sweating, vomiting, and chest pain
- Asks if aspirin is available and safe to administer
- Instructs the patient to chew 300mg of aspirin if appropriate
- Advises what to do if the patient worsens while awaiting the ambulance
Each call reinforces the importance of calm communication, accurate information sharing, and listening to emergency guidance. Operators are trained to guide callers in delivering life-saving support while help is en route.
Clear communication saves lives. These simulations demonstrate why giving precise information quickly can help dispatch the right crew and give immediate treatment instructions that improve outcomes.
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