Inappropriate calls putting additional strain on over-stretched ambulance service in Wales

The Welsh Ambulance Service has revealed a startling number of inappropriate calls to the 999 emergency line, underscoring a significant misuse of critical emergency services.

Among the non-emergency calls received last year were reports of lost false teeth, overeating kebab, and a ring stuck on a finger.

These incidents have put unnecessary strain on a service designed for life-or-death emergencies.

Of the 414,149 calls received by the service in the past year, a substantial 68,416 were deemed non-life-threatening.

This averages to about 188 non-emergency calls each day. Andy Swinburn, Executive Director of Paramedicine, stressed the impact of such calls: “Inappropriate calls put additional strain on an already over-stretched service and may delay help for others.”

The Welsh Ambulance Service is emphasising the importance of calling 999 only in cases where someone is seriously ill or injured.

Conditions warranting an emergency call include cardiac arrest, chest pain, severe breathing difficulties, loss of consciousness, choking, severe allergic reactions, catastrophic bleeding, or a stroke.

Non-urgent issues, while possibly uncomfortable or painful, should not be directed to emergency services.

Lee Brooks, Executive Director of Operations, advised the public on alternatives to 999, such as the NHS 111 Wales website for advice and information, local pharmacists for common ailments, and Minor Injuries Units for minor burns and similar injuries.

He also recommended maintaining a well-stocked medicine cabinet for minor home-treatable conditions and keeping up with prescription medications.

A Flintshire woman’s excessive misuse of the 999 service has led to a six-week custodial sentence, suspended for 12 months, and a two-year Criminal Behaviour Order (CBO).

A North Wales Police spokesperson highlighted that such misuse can put lives at risk and will be met with robust action.

Jason Killens, Chief Executive, acknowledged the confusion in accessing NHS services and emphasised the need for public cooperation in using these services sensibly.

He said: “We know it’s confusing to access NHS services – you don’t know what’s open when and which healthcare professional is best placed to help.

“Longer-term, our ambition is to play a strengthened role in the broader NHS system to help patients navigate the right pathway to the most appropriate service, and that includes non-urgent health queries too.

“But until then, we need the public to continue to use us sensibly to protect our precious resources for those who need us most.”

The following are real 999 calls made to the Welsh Ambulance Service in the past year –

Call 1
Operator: Ambulance, what’s the address of the emergency?
Caller: Hi, yeah, erm… I know it doesn’t 100% qualify as this but my wife must have accidentally rubbed chilli in her eyes and her eyes are burning. She’s tried washing them and nothing’s happening.

Call 2
Operator: Tell me exactly what’s happened.
Caller: Yesterday evening, we had some kebab, and I might have had a little bit more than I’m used to, then this morning, I’ve had a very painful stomach.

Call 3
Caller: My ring is stuck on my finger; I need it cut off.
Operator: Is your breathing normal for you?

Caller: My breathing’s fantastic, yeah.
Operator: Are you bleeding or vomiting blood?
Caller: I’m not bleeding, no.
Operator: And do you have any pain?
Caller: Yeah, a little bit.
Operator: From the information that you have provided, you do require a more detailed assessment by a nurse, so an ambulance will not be sent at this time.
Caller: How am I going to get there then? Can you just come and see me please?

Call 4

Caller: What it is with her, her voice has given on her. We don’t know what to do. We’ve tried lemon and whatever, but it’s not doing any good.
Operator: Where is she in pain?

Caller: It’s her throat. She can hardly speak.
Operator: And is it just that she’s lost her voice, is it?
Caller: Yeah.

Call 5
Operator: Ambulance service, what’s the address of the emergency?

Caller: I wouldn’t say it’s an emergency, but I don’t know how to get down to hospital. I have a piercing in my ear, and it’s pretty much been ripped out and the ball’s stuck in my ear.
Operator: So, the ball from your piercing is stuck inside your ear?

Call 6
Operator: Is the patient awake?

Caller: Yeah, it’s me, my hand’s stuck in the door.
Operator: Is the door locked at the moment?

Caller: Yeah, it’s locked. Mam! No, my hand’s stuck in the f*****g letterbox.
Operator: How old are you?
Caller: Open the door, my hand’s stuck!

Call 7
Operator: Tell me exactly what’s happened.

Caller: I’ve had a cough for the last couple of days.
Operator: What’s that sorry, you’ve got a cough?

Caller: Yeah.
Operator: We are currently experiencing a large number of life-threatening emergencies. An ambulance is not available to respond to you. Our advice is to ring 111.

Call 8
Caller: I have a bottom part denture, and I went to clean my teeth and I said, ‘Where’s my false teeth?’ This sounds crazy… but I don’t know what else to do. Could I have swallowed my false teeth?
Operator: So, you don’t know where your false teeth are?