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Mercy crews in caller plea

BE prepared! That’s the message from West Midlands Ambulance Service who are asking callers to help emergency operators when dialing 999.

BE prepared! That’s the message from West Midlands Ambulance Service who are asking callers to help emergency operators when dialing 999.

Call handlers need three basic pieces of information - the location of the patient, what is wrong - for example a car crash, a heart attack or a fall, and the telephone number the caller is using.

Call Handler, Jessica Downes, said: “Most people do not realise that as soon as the address is obtained help is on its way.

“Sometimes people get frustrated because the call may continue for several minutes and they think we haven’t sent anyone to help.

“The reality is that we are gaining further information about the situation which is passed to the crews as they are en route.”

Carol Sandland, who dispatches ambulances, added: “Unfortunately, the language used by some callers is sometimes quite abusive towards the call handlers.

“This is usually because the caller is in a very stressful situation.

“Knowing and understanding that we never delay the response and only get information to help the patient, might well make the calls a lot easier for us and the person who is ringing 999.”

 

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