Ambulance service to introduce new 999 call categories

The Welsh Ambulance Service has introduced a new system for triaging 999 calls, aiming to improve how quickly patients with serious, time-critical conditions are identified and treated.

The updated model replaces the long-standing Amber and Green categories with three new bands — Orange Now, Yellow Soon and Green Planned — building on the Purple Arrest and Red Emergency categories introduced in July for the most life-threatening incidents.

Under the new framework, emergency calls will be grouped into five categories:

• Purple Arrest for patients in cardiac or respiratory arrest.
• Red Emergency for people at imminent risk of arrest, such as those choking.
• Orange Now for serious conditions needing urgent clinical assessment or transfer, including suspected strokes or heart attacks.
• Yellow Soon for cases requiring initial clinical assessment before the most appropriate care route is determined.
• Green Planned for non-urgent cases, such as mild infections, where care can often be delivered safely at home.

The service said the changes will allow clinicians to focus resources on those most in need by matching patients to the right level of care — from emergency ambulances and advanced paramedics to planned transport or supported self-care. The approach is also intended to reduce unnecessary hospital admissions and support more treatment at home.

Health and Social Care Secretary Jeremy Miles said the revised model aims to “make sure everyone gets the right care for their complaint or condition,” adding that early data from the July changes shows “positive outcomes.”

Andy Swinburn, Executive Director of Paramedicine, said that the previous Amber category — accounting for around 70% of calls — had become too broad, leading to inefficiencies and long waits for some patients. “The nature of how people present to 999 has changed,” he said, emphasising the need to prioritise both urgent cases and safe care closer to home.

The new system will be monitored to ensure it improves patient experience and outcomes across Wales.

---

To read similar articles, check out our Frontline channel