Response time targets
National ambulance response standards, introduced in 2017, measure how each ambulance service responds to 999 calls.
National ambulance response standards, introduced in 2017, measure how each ambulance service responds to 999 calls.
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:
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 Emergency Operation Centres. These targets are set nationally and apply to all ambulance services in England and Wales. You can find out more about how our performance and how it is measured by visiting the NHS website.