# How to call an ambulance and what happens when you call 999 > What to say when you call 999 for an ambulance, how to give your location, text and BSL options, and how to get ready for the crew. - URL: https://digitalhealthcoachuk.net/calling-999/ - Section: Getting the right help - Page type: guide - Last updated: 2026-10-28 - Facts checked against official sources: 2026-10-28 - Written by: Sean Key, digital health programme manager (not a clinician) - Publisher: Digital Health Coach UK (https://digitalhealthcoachuk.net/), independent and not part of the NHS This page is general information, not personal medical advice. In an emergency call 999. For urgent help that is not an emergency use NHS 111 online (https://111.nhs.uk/) or call 111. Call 999 (or 112) when someone is seriously ill or injured and their life is at risk. Stay calm, say where you are, and answer the call handler's questions. Answering does not delay help. Then follow their instructions until help arrives. ## When to call 999 and when to use 111 Call 999 for life-threatening emergencies, such as: - chest pain - difficulty breathing - someone who is unconscious - heavy bleeding - choking - severe burns or scalds - a fit (seizure) - a severe allergic reaction - signs of a stroke, or a serious road accident If it is urgent but not life-threatening, use [NHS 111 online](https://111.nhs.uk/) or call 111. For a child under 5, call 111 rather than using 111 online. See [which NHS service to use](https://digitalhealthcoachuk.net/which-nhs-service/). ## What to say when you call 999
Five steps: dial 999 and put your phone on speaker; ask for an ambulance; say where you are; answer the questions; follow their instructions, which may include CPR.
1. Dial 999 or 112. Put your phone on speaker if you need your hands free. 2. Say you need an ambulance. 3. Give your location: the address and postcode, or landmarks if you don't know it. 4. Answer the questions. The call handler will ask: - whether the person is awake and breathing - what happened and the main problem - whether there is serious bleeding or chest pain - the person's age - your phone number, in case they need to call you back 5. Follow the instructions. The call handler may talk you through first aid, such as CPR. The call handler will tell you when they have all the information they need. If they say someone will call you back, keep your phone free and make sure someone is there to answer. If you need an interpreter, tell the call handler which language you need. Interpreters are available over the phone in many languages. ## What happens next A 999 call does not always mean an ambulance comes. You might be told to go to A&E yourself, or a clinician may call you back to assess you. In a life-threatening emergency, help may arrive as an ambulance crew, or as a single responder in a car, on a motorbike or on a bicycle. Sometimes a community first responder comes. Call 999 again if the person gets worse or you move to a different place. Please don't call back just to ask how long the ambulance will be, unless something has changed. It keeps lines free for other emergencies. ## Telling 999 where you are At home, give your full address and postcode. Outdoors, in a large park or on a road you don't know, it can be harder. ### Your phone can send your location automatically Most modern smartphones have a feature called Advanced Mobile Location (AML). When you call 999, the phone switches on its location services and sends its position to the emergency services. You don't need an app, and you don't need to do anything. AML is a back-up, not a replacement for telling the call handler where you are. The location can take a short while to arrive and is not always exact. Always say where you are as clearly as you can. ### Other ways to describe where you are - **Landmarks**: road names, junctions, shop names, bus stop numbers or the nearest building. - **what3words (optional)**: a free app that gives every 3-metre square a unique three-word address. Some ambulance services, such as South Central Ambulance Service, suggest installing it. You read the three words out to the call handler. Some services can also text you a link that finds your three words without the app. Not every service uses it, so always describe where you are as well. To see how it works, or to download the app, visit the [what3words website](https://what3words.com/). - **A grid reference**: walking and mapping apps can show an Ordnance Survey grid reference. ## If you are deaf or can't speak on the phone Set these up before an emergency. - **Text 999 (emergencySMS)**: for people who cannot make a voice call. You must register first. Text REGISTER to 999, read the reply, then text YES and wait for the confirmation. In an emergency, text 999 with the service you need, what is wrong and where you are. Register again if you change your number. - **999 BSL**: a free British Sign Language video service, open 24 hours a day. Use the 999 BSL app or [999bsl.co.uk](https://999bsl.co.uk/). An interpreter appears on screen and relays your call. - **Relay UK (18000)**: for people who can type or speak but cannot hear on the phone. Dial 18000, or use the Relay UK app. It is free. ## Easy Read guides and videos Some ambulance services publish Easy Read guides to calling 999. They use simple words and pictures and may help people with a learning disability, or anyone who wants a simpler version: - [North West Ambulance Service: When to call for an ambulance (Easy Read, PDF)](https://www.nwas.nhs.uk/wp-content/uploads/2023/08/Easy-read-guide-999.pdf) - [South Central Ambulance Service: When should I call 999? (Easy Read, PDF)](https://scas.nhs.uk/wp-content/uploads/2025/03/Easy-Read_When-should-I-call-999.pdf) - [Welsh Ambulance Service: What happens when you call 999 (Easy Read, PDF)](https://111.wales.nhs.uk/EasyReads/Docs/What%20Happens%20When%20You%20Call%20999%202021%20Web%20Eng_637624774421813260.pdf) London Ambulance Service's [What happens when you call 999](https://www.londonambulance.nhs.uk/calling-us/what-happens-when-you-call-999/) page includes a short video of a 999 call. Its [Calling 999](https://www.londonambulance.nhs.uk/our-services/calling-999/) page has a video on making a 999 call by video in British Sign Language. ## Getting ready for the crew While you wait: - Stay with the person. - Unlock the door, or ask someone to open it and wave the crew in. - Turn on lights and open curtains if it's dark. In a car, turn on the hazard lights. - Shut pets in another room. - Gather the person's medicines and note their GP practice details, if you can. - Tell the crew about any allergies. To prepare in advance: - Make sure your house number is easy to see from the road. - Keep a list of medicines, conditions and allergies somewhere easy to find. This helps if you care for an [older parent at home](https://digitalhealthcoachuk.net/older-parent-at-home/). - Learn basic first aid and CPR: see [free first aid courses](https://digitalhealthcoachuk.net/first-aid-courses/). ## When to get help - **Call 999** straight away for chest pain, breathing difficulty, unconsciousness, heavy bleeding, choking, a seizure, severe burns, a severe allergic reaction, or signs of a stroke. - **If someone is unresponsive and not breathing normally**, call 999 on speaker and start CPR. The call handler will guide you and can tell you where the nearest defibrillator is. - **Use NHS 111 online or call 111** if it is urgent but not life-threatening, or you are not sure. - **Contact your GP practice** for problems that can wait. ## Sources - [NHS: When to call 999](https://www.nhs.uk/nhs-services/urgent-and-emergency-care-services/when-to-call-999/) - [London Ambulance Service: Calling 999](https://www.londonambulance.nhs.uk/our-services/calling-999/) - [London Ambulance Service: What happens when you call 999](https://www.londonambulance.nhs.uk/calling-us/what-happens-when-you-call-999/) - [West Midlands Ambulance Service: When to call 999](https://www.wmas.nhs.uk/services/urgent-and-emergency-care-999/when-to-call-999/) - [South Central Ambulance Service: 999 emergency](https://www.scas.nhs.uk/what-we-do/999-emergency/) - [South East Coast Ambulance Service: Freedom of information response on AML and what3words (2023)](https://www.secamb.nhs.uk/wp-content/uploads/2023/08/220805-FOI-AML-W3W-references-.pdf) - [South East Coast Ambulance Service: Freedom of information response on emergency location services (2025)](https://www.secamb.nhs.uk/wp-content/uploads/2025/11/FOI-250636-Training-guides-or-manuals-regarding-use-of-ELS.pdf) - [North East Ambulance Service: 3 words can save lives (2020)](https://media.neas.nhs.uk/news/3-words-can-save-lives) - [Welsh Ambulance Service: Additional support when accessing 999](https://ambulance.nhs.wales/services/additional-support-when-accessing-999/) - [North West Ambulance Service: Easy Read guide to calling 999](https://www.nwas.nhs.uk/wp-content/uploads/2023/08/Easy-read-guide-999.pdf) - [South Central Ambulance Service: When should I call 999? (Easy Read)](https://scas.nhs.uk/wp-content/uploads/2025/03/Easy-Read_When-should-I-call-999.pdf) - [Welsh Ambulance Service: What happens when you call 999 (Easy Read)](https://111.wales.nhs.uk/EasyReads/Docs/What%20Happens%20When%20You%20Call%20999%202021%20Web%20Eng_637624774421813260.pdf) - [Resuscitation Council UK: Adult basic life support guidelines 2025](https://www.resus.org.uk/professional-library/2025-resuscitation-guidelines/adult-basic-life-support-guidelines) - [Association of Ambulance Chief Executives: Advice for the public as SCAS contends with significant increase in pressure](https://aace.org.uk/news/advice-for-the-public-as-scas-contends-with-significant-increase-in-pressure/)