Ambulance service says 'only if' and issues guidance on strict two reasons to call back

Stephanie Balloo

30 November 2024 at 10:09 am·2-min read

West Midlands Ambulance Service has issued new advice on when patients, or family members, can call back - and urged people 'only if'. People in need should only be calling back to let staff know one of two things, the service says.

According to the emergency service, once the ambulance has been arranged, they should only be called again for cancellations or if the patient's condition worsens. They stressed they cannot offer an estimated time of arrival and urged people "please don't call again to ask."

Taking to social media to share the important advice, the service said: "If we’ve arranged an ambulance for you please don’t call again to ask for a time of arrival. We are unable to give an ETA, so please only call us back if the patient’s condition worsens or you no longer need our help."

In a graphic issued alongside the post, they said: "If we've arranged an ambulance for you, only call us back if: the patients condition worsens or you wish to cancel our help. We are unable to provide an estimated time of arrival."

On the ambulance service website, it offers key advice for when to call 999. It says the emergency line should only be used for "life-threatening" illnesses or where the patient's life is at risk.

It reads: "It’s quite simple to remember, for life-threatening emergencies dial 999. Always call 999 if someone is seriously ill or injured, and their life is at risk. Examples of medical emergencies include (but are not limited to):"

chest pain
difficulty in breathing
unconsciousness
severe loss of blood
severe burns or scalds
choking
fitting or concussion
drowning
severe allergic reactions.

Otherwise, people should call NHS 111 Online first for advice on what to do next. The advice continues: "When it’s not a life-threatening emergency, but you need medical help and don’t know what to do, NHS 111 Online is the right place to go."

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