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Almost one in five people calling 999 are now being directed to alternative services without the need for an ambulance to attend, according to new figures from the North West Ambulance Service (NWAS).
Data for November and December shows that close to 20% of emergency callers were referred to other forms of care through the service’s ‘Hear and Treat’ approach, up from 16% during the same period last year. The change has meant thousands of patients are receiving appropriate care more quickly, while freeing up ambulances to respond to life-threatening emergencies.
NWAS said the increase in direct referrals has contributed to improved response times across all patient categories compared with the final two months of 2024, despite the period traditionally being one of the busiest and most challenging for the NHS. During November and December, the service handled more than 200,000 incidents, a rise of six per cent year on year.
Dan Ainsworth, Director of Operations at NWAS, said investment in clinical staff within control rooms had played a key role in the improvement.
“Over the last couple of years, we’ve invested in more clinicians in our control rooms, enabling us to help more people over the phone,” he said. “This approach ensures patients receive the most appropriate care and helps us keep ambulances available for the sickest patients.”
During particularly busy periods, clinicians also call back people who are waiting for a response to gain a clearer understanding of their symptoms and ensure calls are prioritised correctly. They can offer clinical advice, support ambulance crews already on the road, and identify alternative pathways for patients who do not need to be taken to an emergency department.
NWAS receives around 4,500 emergency calls every day, but only around 11% are classified as immediately life-threatening. The Hear and Treat model allows clinicians to assess patients remotely, refer them to other NHS services such as urgent treatment centres or GPs, or provide self-care advice where appropriate.
Ainsworth said the approach also helps manage expectations around ambulance attendance. “Calling 999 is not a shortcut to hospital care,” he said. “Some patients will receive a callback from a clinician rather than an ambulance, and our call handlers may also provide an estimated time of arrival where an ambulance is needed. Keeping patients informed often means they can access definitive care faster.”
NWAS said it will continue to expand the use of Hear and Treat as part of wider efforts to manage rising demand and ensure emergency resources are available for those who need them most.
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