Health

Most stupid and inappropriate calls to the Welsh Ambulance Service revealed

Published

3 years ago

January 9, 2022

Tom Sinclair

THE WELSH AMBULANCE SERVICE has revealed the most inappropriate calls made to 999 in the past year.

Among them was someone who had eaten a mouldy tomato and someone who had got their plaster cast wet.

One person with an earring lodged inside their ear asked for a “lift” to the Emergency Department, while another dialled 999 for a papercut.

Of the 470,653 incidents recorded by the service in the last 12 months, nearly a quarter were non-essential, including someone with diarrhoea and someone enquiring about their medication.

In the face of unprecedented demand, the ambulance service is reminding people only to call 999 in a serious or life-threatening emergency.

Chief Executive Jason Killens said: “Our ambulance service exists to help people who are seriously ill or injured, or where there is an immediate threat to their life.

“That’s people who’ve stopped breathing, people with chest pain or breathing difficulties, loss of consciousness, choking, severe allergic reactions, catastrophic bleeding or someone who is having a stroke.

“People with something stuck in their ear still have a clinical need, but calling 999 for that is ill-judged when there are so many other ways to access more appropriate help.

“Non-essential calls represent nearly a quarter of our total 999 calls, and time spent dealing with these could be time spent helping someone in a life or death situation.”

As Covid-19 tightens is grip, the Trust is asking the public to think about the many alternatives to 999.

Director of Operations Lee Brooks said: “Winter is traditionally our busiest period, and we also have a global pandemic to contend with.

“It’s easy to make fun of the people who call 999 foolishly, but actually, these people do have a legitimate clinical need – they just don’t know where to turn for it.

“We’re asking the public to educate themselves on the NHS services available in their area, of which there are many.

“The symptom checkers on the NHS 111 Wales website are a good place to start for advice and information, or you could phone 111 to speak to a nurse or health information advisor.

“Also think about your local pharmacist, dentist and optician, as well as your minor injuries unit and GP.

“Also ensure you have a well-stocked medicine cabinet for things which can be treated at home, like coughs and colds, sore throats and grazed knees.

“Every single one of us has a responsibility to use NHS services wisely and protect them for those who need them most.

“Help us to help you, and think twice before you call 999.”

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

Call 1
Caller: Basically, I had a piercing a few weeks ago in my ear. Everything’s been fine but last night I woke up and the piercing had gone. I can’t find the piercing and it feels like it might be in my ear drum.
Operator: Right, OK.
Caller: Normally I would go to A&E myself but I don’t actually have any money. A lift to A&E would be amazing.

Call 2
Caller: My neighbour came here and she gave me a sandwich, cheese and tomato. Anyway, I feel quite sick now. I looked at the tomatoes and there’s mildew on them.
Operator: OK, is that why you’re requiring an ambulance?

Call 3
Caller: I was mucking about with my plaster cast and it’s coming apart. I don’t know whether to get a taxi or an ambulance.
Operator: From the information you’ve given, you require a more detailed assessment by a nurse. An ambulance will not be sent at this time.
Caller: Oh, you’re joking. Are you being serious?
Operator: We’re extremely busy at the moment.
Caller: I’ll get a taxi.

Call 4
Caller: I cut my arm, my arm’s cut.
Operator: How did you do that?
Caller: I sliced it on a piece of paper.
Operator: When did this happen?
Caller: About half an hour ago.
Operator: Is there any serious bleeding?
Caller: No.

Call 5
Operator: Tell me exactly what’s happened.
Caller: Basically, my mum drank apple vinegar but mixed it with water and lemon. Now she has diarrhoea.

Call 6
Caller: Oh, hi there. Basically, I’ve got my hand in a cast. It’s been in there for three weeks and I’ve got it wet.
Operator: OK.
Caller: It’s not an actual emergency, I just need to get to hospital.

Call 7
Caller: What it is, right, I’ve got different medication and I don’t know whether I can take these or not now.
Operator: What’s your telephone number?
Caller: I don’t want an ambulance, I just don’t know if I can take my meds or not.

Health

Pressures remain high despite the end of ambulance ‘critical incident’

Published

4 days ago

January 1, 2025

Tom Sinclair

AMBULANCE service pressures remain high despite the end of a 48-hour critical incident declared by the Welsh Ambulance Service.

The incident, triggered by overwhelming demand and a backlog of 340 emergency calls on Monday, was formally stood down after significant strain on resources.

Judith Bryce, assistant director of operations, said: “While the critical incident is behind us, significant pressures remain, and it’s really important that the public play their part to protect our precious resources for those who need them most.”

Ambulance chiefs have urged the public to use the service responsibly, advising people to only dial 999 in life-threatening emergencies and consider alternatives such as NHS 111 Wales symptom checkers, pharmacists, minor injuries units, or GPs.

“For anyone under the weather after New Year’s Eve celebrations, consider what you can do at home to self-care, including for common ailments like coughs, sore throats, and diarrhoea,” Ms Bryce added.

She also warned the public to take extra care while yellow weather warnings for heavy rain and high winds remain in place, highlighting the risk of accidents on the road and injuries from slips, trips, and falls.

The pressures extended beyond the ambulance service, with health boards including Cwm Taf Morgannwg, Hywel Dda, Aneurin Bevan, and Cardiff and Vale reporting increased demand. These boards introduced mask-wearing measures last week due to rising flu cases.

Jason Killens, chief executive of the ambulance service, described the critical situation as “very rare” and stressed the importance of using emergency services wisely.

This is not the first time a critical incident has been declared during winter pressures. In December 2020, south Wales experienced a similar crisis, while an extraordinary incident was declared in 2023 after an ambulance waited over 28 hours outside a hospital.

The Welsh government acknowledged the ongoing pressures on urgent and emergency care services and urged the public to carefully consider their options before seeking care.

Health

Critical incident declared by Welsh Ambulance Service due to demand

Published

5 days ago

December 31, 2024

Tom Sinclair

A “CRITICAL INCIDENT” was declared by the Welsh Ambulance Service on Monday (Dec 30) evening due to significantly increased demand and extensive handover delays.

The service, which covers more than three million people across Wales, reported over 340 calls waiting to be answered at the time the incident was declared.

More than half of the ambulance vehicles were stuck outside hospitals waiting to hand over patients, resulting in some people waiting “many hours” for an ambulance and delays in answering emergency calls.

***Ambulances outside Withybush Hospital in Haverfordwest (Image: Herald)***

Welsh Conservative Shadow Cabinet Secretary for Health and Social Care, James Evans MS, said: “Another critical incident declared by the Welsh Ambulance Service with over 340 calls waiting, ambulances stuck outside hospitals, and patients waiting hours for care.

“This is not just a winter crisis, it is a symptom of long-term failures in Labour-run Wales. Patients and frontline workers deserve better.

“It’s time for real leadership to fix this problem once and for all.”

The public has been urged to call 999 only in the event of serious emergencies.

The Welsh Ambulance Services University NHS Trust said it had implemented additional measures to ensure services could continue.

Stephen Sheldon, Head of Service, said: “It is very rare that we declare a critical incident, but with significant demand on our service and more than 90 ambulances waiting to hand over patients outside of hospital, our ability to help patients has been impacted.

“Regrettably, this means that some patients will wait longer for an ambulance to arrive and for their calls to be answered.

“For that, we are very sorry because this is not the level of service we want to provide.

“We understand that this is frustrating for patients, but can assure them that we are doing everything we can to relieve the pressure on our service.”

A critical incident is the highest alert level used by the NHS, allowing management to take immediate steps to create capacity.

Sheldon added: “The public can help by only calling 999 in the event of a life-threatening emergency – that’s a cardiac arrest, chest pain, breathing difficulties, loss of consciousness, choking, or catastrophic bleeding.

“If it’s not a life-threatening emergency, then it’s important you use one of the many alternatives to 999, starting with the symptom checkers on our NHS 111 Wales website, as well as your GP, pharmacist, and minor injuries unit.”

Earlier on Monday, Walsall Healthcare NHS Trust, which operates Walsall Manor Hospital, also declared a critical incident due to rising numbers of people needing urgent and emergency hospital care, predominantly for respiratory conditions.

Health

Hospital visiting precautions in place ‘to protect patients’

Published

6 days ago

December 30, 2024

Tom Sinclair

VISITORS to hospitals across Carmarthenshire, Ceredigion, and Pembrokeshire are being asked to only attend if they are free of any potential flu-like symptoms, or any sickness or diarrhoea. Additionally, they may be requested to wear face masks before entry to certain wards or departments.

Seasonal flu and winter vomiting viruses are affecting patients on several wards with infection prevention and control actions being taken, as necessary.

Visitors are asked to only come to see their loved ones if they are free of any infections, to wash hands before leaving home and clean hands on arrival at the hospital/ward using the hand sanitiser. Visitors may also be asked to wear face masks/coverings on the ward/department they are visiting. Masks will be available at the hospital entrance or can be provided on affected wards.

There are additional restrictions in place that limit visitors to:

Acute Medical Assessment Unit (AMAU) at Prince Philip Hospital, Llanelli. Please discuss individual patient visiting arrangements at AMAU with the nurse in charge.
This arrangement will be reviewed daily, and restrictions will be lifted as soon as possible. The health board’s website will be updated daily with details of wards with enhanced restrictions on visiting.

Janice Cole Williams, Assistant Director of Nursing at Hywel Dda University Health Board
said: “Within affected wards, all staff are wearing masks and visiting is limited at Prince Philip Hospital’s AMAU to help stop spread of infection.

“Our local community can help us avoid outbreaks of infection by not visiting family and friends in hospital if they are feeling unwell themselves.

“Annual flu vaccination is also undoubtedly the best way to protect against catching or spreading flu. Not only can it prevent you from becoming very unwell, it can also help reduce your risk of secondary infections such as pneumonia, which can be dangerous if you are clinically vulnerable.”

Vaccination centres are open, with no appointment needed today (Monday), until 5.30pm and tomorrow, Tuesday, December 31 for all people eligible for flu and COVID-19 vaccinations. This includes children aged two years (on 31 August 2024) to those in year 11 who can access the nasal flu vaccine at the centres.

Drop in any time between 9.15am and 5.30pm to your nearest vaccination centre:

Aberaeron (Aberaeron Integrated Care Centre, Vicarage Hill, Aberaeron, SA46 0DY)
Llanelli (Unit 2a, Dafen Industrial Estate, Heol Cropin, SA14 8QW)
Neyland (Unit 1 Honeyborough Retail Park, SA73 1SE)
The following groups are eligible for vaccination:

Flu vaccination

Children aged two and three years on 31 August 2024 
Children in primary school from reception class to year 6 (inclusive)  
Children in secondary school from year 7 to year 11 (inclusive)   
People aged six months to 64 years in clinical risk groups   
People aged 65 years and older (age on 31 March 2024)   
Pregnant women  
Carers aged 16 and over 
People aged six months to 65 years who live with someone who has a weakened immune system   
People with a learning disability  
Frontline health and social care workers  
All staff working in care homes with regular client contact
Poultry workers at high risk
COVID-19 vaccination

People aged six months to 64 years with a long-term health condition (which includes pregnant women and people with a weakened immune system)
Residents in a care home for older adults
People aged 65 years and older (age on 31 March 2025)
Unpaid carers
Frontline health and social care workers
Staff working in care homes for older adults
If you have any questions about accessing the flu and/or COVID-19 vaccine, please phone the health board on 0300 303 8322 option 1 or email: [email protected]