Calling an ambulance

What is a medical emergency?

In a medical emergency, calling for an ambulance could mean the difference between life and death. However, people sometimes hesitate to call because they are not sure if the situation qualifies as an emergency.

If in doubt, always call triple zero (000). The call takers are trained to help and will direct you to the appropriate resources.

An immediate life-threatening emergency needing an ambulance may include:

• difficulty breathing
• severe bleeding
• unconsciousness
• lips and face turning blue
• becoming agitated, confused or very drowsy
• chest pain or chest tightness
• sudden numbness or paralysis of the face, arm or leg
• large burns
• serious accidents or trauma
• extreme pain.

How to call an ambulance

If you require urgent medical assistance for yourself or another person, call triple zero (000) and ask for an ambulance.

• Ask someone else to make the call if you are providing first aid to the injured person.
• Call out for help if you are by yourself.
• Briefly leave the sick or injured person to call for an ambulance if no one responds to your call for help.
• Try not to panic. Talk slowly and clearly so the operator can understand you.

What to expect during a call to triple zero (000) – ambulance

When you call triple zero (000), you will be asked which service you require: police, fire or ambulance. Tell the call taker that you need an ambulance.

You will be transferred to an ambulance call taker and asked for information, including:

• the location you need the ambulance to attend, including the address (if known)
• additional location details that may assist, including street or road names, parks emergency marker details, or nearby landmarks
• details of the situation and what has happened, including any scene safety concerns
• how many people need medical assistance
• the person’s age
• if the person is conscious (awake)
• if the person is breathing.

If you are calling from a mobile phone, you may also be asked which state or territory you are calling from. This is so the operator can transfer you to services where you are located. Smartphone users can download the Emergency+ app to assist call takers to pinpoint the exact location.

The call taker will organise assistance for you while you continue talking on the phone. Listen to the call taker and answer any questions – this will not delay the ambulance response. Follow the call taker’s instructions – this will help the patient and the ambulance paramedics.

Do not hang up until the call taker tells you to.

Emergency markers for difficult to find locations

Emergency markers are in locations with no set address (such as beaches, parks and trails) or places that are difficult to find. They are designed to pinpoint your exact location during an emergency.

Image courtesy of Emergency Services Telecommunications Authority (ESTA)

Interpreters for calls to triple zero (000)

If you do not speak English or prefer to speak in your own language, you can ask the operator for an interpreter. There will be a short wait while they get an interpreter on the phone to speak to you.

It is useful to know some words in English, such as your address and phone number. Being able to use accurate words in English such as ‘unconscious’, ‘not breathing’ and ‘bleeding’ can help the operator arrange the appropriate help for you while waiting for the interpreter.

How to get help in an emergency is also available in other languages from the Emergency Services Telecommunications Authority (ESTA) website.

Emergency number 112 for mobile phones

A secondary emergency number 112 can be called from mobile phones in Australia. It does not give you priority over triple zero (000) calls.

If you do not have mobile coverage, you will not be able to call from this number.

It is also accepted as a secondary standard emergency number on mobile phones in some parts of the world. If you call 112 that has Global System of Mobile Communications (GSM) coverage, you will be connected to that country’s emergency service.

Do not call 911, it is an American and Canadian emergency number that will not work in Australia.

Calling triple zero (000) when you’re unable to speak

If it is not safe for you to speak on the phone or you are unable to speak, your call will be transferred to an Interactive Voice Response. This will ask you to dial 55 and you will be connected to the police.

Police will either try to call you back or may visit the address you are calling from to see if you need help. If you do not dial 55 when asked, the call will be disconnected. This system prevents accidental calls to triple zero (000).

Text emergency relay service – 106 for speech or hearing difficulties

If you have a speech or hearing impairment and use a telephone typewriter (TTY), computer or modem to make telephone calls, you can contact an ambulance on 106.

This puts you through to the text-based National Relay Emergency Call Service. The operator who answers your call will relay your typed information to the ambulance operator (or police or fire services).

You cannot use this number with SMS on your mobile phone.

Getting assistance for non-urgent medical symptoms

Other services and alternative healthcare options are available for less urgent symptoms. These may include:

• Urgent Care Clinics provide care for people with conditions that require urgent attention but not an emergency response.
• A general practitioner (GP) – some medical clinics are open on evenings and weekends. Ambulance paramedics cannot prescribe medication – your local doctor is the best person to do this.
• An after-hours doctor who can visit your home.
• Nurse-on-Call 1300 60 60 24 is a telephone helpline that provides expert, immediate health advice from a registered nurse, 24 hours a day, 7 days a week.
• Pharmacists – some are available after business hours and can provide general free advice on medicines and minor health conditions.

Learn basic first aid and CPR

If there is an emergency, knowing simple first aid can mean the difference between life and death. Consider taking a first aid course. People who have taken a course can use their first-aid knowledge to help in an emergency until medical help arrives.

First aid training courses are available across Australia. You can learn a variety of skills depending on the course you take including:

• basic first aid
• cardiopulmonary resuscitation (CPR), including the use of a defibrillator
• mental health first aid.

Courses range from a couple of hours to 2 days and can be taken online or in person, depending on the course. Times are also flexible.

Participants learn and usually receive a certificate. Follow up refresher courses are recommended every 3 years.

Many organisations hold regular courses (such as St John Ambulance or Australian Red Cross) – ask your doctor or health service for more information.

Ambulance costs

The cost of ambulance transport is not covered by Medicare.

Ambulance transport and treatment by paramedics can be expensive (over $1200). The costs of ambulance may be covered by:

• Ambulance Victoria membership
• private health insurance – not all insurers or policies will cover the cost and you may be charged a gap (check with your insurance company)
• a valid Pensioner Concession
• a current Health Care Card
• a Department of Veterans Affairs (DVA) card.

Where to get help

• Your GP (doctor)
• Pharmacist
• Your maternal and child health service
• Maternal and Child Health Line Tel. 13 22 29 (24 hours, 7 days)
• Aboriginal Health Service (VAHS) Tel. 03 9419 3000

Need treatment today?

Need treatment today, but it's not life-threatening and you can't get a GP appointment, there are services available:

• Urgent Care Clinics – provide care for conditions that require treatment today but not an emergency response (extended hours)
• Nurse-on-Call Tel. 1300 60 60 24 – for expert health information and advice (24 hours, 7 days)

Emergency care

• In an emergency, always call triple zero (000)
• Emergency department of your nearest hospital

More information

• Translating and Interpreting Service (TIS National) Tel. 131 450 – available for callers who speak other languages (24 hours, 7 days)
• National Relay Service (24 hours, 7 days) – Speak and listen Tel. 1300 555 727, TTY Tel. 133 677, SMS relay Tel. 0423 677 767. Captioned, internet and video relay calls are also available through this service
• Ambulance Victoria Tel. 1800 64 84 84 (purchase ambulance cover) (Mon to Fri 8am–8pm and Sat 9am–5pm) Tel. 1300 366 141 (membership queries) (Mon to Fri 8am–8pm and Sat 9am–5pm)
• St John Ambulance Australia (first aid courses) Victoria Tel. 1300 360 455
• Australian Red Cross (first aid and mental health training) Tel. 1800 733 276