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Ambulance volunteers have been praised for their ‘indispensable’ contribution to emergency care, as new research highlights the vital role Community First Responders (CFRs) play in improving patient outcomes and strengthening NHS resilience.
In a letter to ambulance trust chief executives, Karin Smyth, Minister of State for Health and Secondary Care, commended the more than 9,000 volunteers who support ambulance services across the UK, calling their work “fundamental to the safety and resilience of communities nationwide.”
Her comments follow the publication of a landmark study by King’s College London, funded by the National Institute for Health and Care Research (NIHR) and supported by the Department of Health and Social Care (DHSC) and the Association of Ambulance Chief Executives (AACE). The research, conducted across five NHS ambulance trusts between February and April 2025, provides the most comprehensive evidence to date of the value CFRs bring.
Faster response, fewer hospital trips
The report found that CFRs are often the first on the scene in urgent cases, with 79% of Category 2 and 90% of Category 3 incidents reached by a CFR before an ambulance. Their early interventions reduced average response times by up to 20 minutes for Category 2 incidents and over an hour for Category 3 calls, easing pressure on stretched ambulance resources.
CFRs also increased the likelihood of patients being treated at the scene, avoiding unnecessary hospital trips. Researchers estimate that in Category 3 cases alone, their presence can save the equivalent of one ambulance resource for every five incidents attended.
Building resilience in rural communities
CFRs were shown to have a particularly strong impact in rural areas, where ambulance response times are typically longer. Almost 40% of CFR-attended incidents took place in rural settings, double the proportion of overall incidents. This has strengthened local resilience and addressed geographical inequalities in access to urgent care.
However, the report also highlights a gap in urban deprived areas, where CFR presence is lower despite higher levels of health inequality. Expanding deployment in these communities is a key recommendation for future strategy.
Valued by staff and volunteers alike
The study also found that CFRs increasingly enjoy strong acceptance from professional ambulance staff, who view them as complementary partners. Volunteers reported high levels of fulfilment from their role, citing both the opportunity to “give back” to their communities and the personal satisfaction of supporting patients during critical moments.
But the authors stress that volunteering is not a “free” resource. CFRs require ongoing investment in training, digital tools, and leadership to ensure safe, consistent and effective delivery.
Ministerial backing and next steps
Minister Smyth urged ambulance services to harness the full potential of volunteers in line with the NHS’s 10 Year Health Plan, particularly to tackle inequalities.
“We remain committed to ensuring that CFRs continue to have the greatest possible impact for the people and places they serve,” she wrote.
Peter Reading, Chief Executive of Yorkshire Ambulance Service and the national lead for volunteering, echoed Minister Smyth’s sentiments in a letter to his trust’s CFRs: “Your dedication and compassion continue to make a difference to individuals during their most critical moments, providing comfort and reassurance. Your volunteering is truly inspiring.”
The report recommends stronger data collection, targeted deployment in deprived urban areas, and sustained investment in training and digital systems. As the NHS shifts further towards community-based models of care, researchers argue CFRs will be central to building resilient, equitable healthcare systems.
For more information, download the full report, Community First Responders and the ambulance service.
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