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Response time targets
Response time targets
Call Prioritisation
When a 999 call is received it is prioritised depending on the
information provided by the caller.
The categories are as follows:
| Category |
Response |
Average response
time |
|
Category 1
|
For calls to people with immediately
life-threatening and time critical injuries and illnesses.
|
These will be responded to in a mean average time of
seven minutes and at least 9 out of 10 times
before 15 minutes. |
|
Category 2
|
For emergency calls. Stroke patients will
fall into this category and will get to hospital or a specialist
stroke unit quicker because we can send the most appropriate
vehicle first time.
|
These will be responded to in a mean average time of 18
minutes and at least 9 out of 10 times before 40
minutes. |
|
Category 3
|
for urgent calls. In some instances, patients in this category
may be treated by ambulance staff in their own home. These types of
calls will be responded to at least 9 out of 10 times before 120
minutes |
These types of calls will be responded to at least 9 out of 10
times before 120 minutes. |
|
Category 4
|
for less urgent calls. In some instances,
patients may be given advice over the telephone or referred to
another service such as a GP or pharmacist.
|
These less urgent calls will be responded to at least 9 out of
10 times before 180 minutes |
We also report on our performance against the national set
of 11 Ambulance Indicators:
- Outcome from acute ST-elevation myocardial
infarction (STEMI)
- Outcome from cardiac arrest – return of
spontaneous circulation
- Outcome from cardiac arrest – survival to
discharge
- Outcome following stroke for ambulance
patients
- Proportion of calls closed with telephone
advice or managed without transport to A and E (where clinically
appropriate)
- Re-contact rate following discharge of care
(i.e. closure with telephone advice or following treatment at the
scene)
- Call abandonment rate
- Time to answer calls
- Service Experience
- Category ‘A’ 8 minute response time
- Time to treatment by an ambulance-dispatched
health professional
You can find out more about call
categorisation in the Calling 999 section.
Response times (how quickly a response reaches the patient)
are measured from the time the 999 call is connected to the
Emegency Dispatch Centre. These targets are set nationally and
apply to all ambulance services in England and Wales:
