How An EMS Call Is Handled: A Real-Time Cardiac Arrest Simulation
Why We Filmed a Live Call Simulation
To show the public what actually happens during a real 999 call, we filmed a simulated cardiac arrest call at a working ambulance control centre. Although confidentiality rules prevented us from showing the operator’s screen, we captured every word exchanged between the caller and the operator.
This call clearly demonstrates how quickly the operator gathers critical information. More importantly, it shows how calm, step-by-step instructions guide the caller through CPR until medical help arrives. This type of simulation provides valuable insight into how an EMS call is handled from beginning to end.
Starting the Call: Gathering Key Details
The operator begins the call with urgency. They ask if the patient is breathing. Then, they immediately move on to collect the full address, postcode, and town. Confirming the location comes first, because without it, they can’t dispatch help.
Next, the operator asks the caller to repeat the address to double-check accuracy. Once confirmed, the operator reassures the caller and begins coordinating help. If a defibrillator is nearby, they instruct the caller to send someone to retrieve it while continuing the call.
CPR Instructions: Taking Action Before the Ambulance Arrives
After confirming the patient’s age and condition, the operator instructs the caller to put the phone on speaker. This allows them to keep their hands free. Then, the operator walks them through every step of CPR. First, they tell the caller to place the patient flat on their back and clear any obstructions. Then, they describe how to position the hands correctly for chest compressions.
Throughout the process, the operator provides clear, repetitive instructions. They count aloud—“one, two, three, four”—to maintain rhythm. They continue to encourage the caller: “You’re doing really well. Don’t give up. Keep going.”
Keeping the Caller Calm and Focused
Even as help is on the way, the operator remains on the line. They remind the caller not to stop chest compressions until the ambulance crew arrives. They also ask if the front door is unlocked, ensuring the paramedics can enter quickly.
Before ending the call, the operator asks the caller to update them once the crew is with the patient. They reassure the caller again and praise their efforts. This final interaction reinforces how crucial caller participation is in saving lives.
How An EMS Call Is Handled: Step by Step
So, how an EMS call is handled? It’s fast, structured, and focused. Operators follow a clear process. They stay calm, ask precise questions, and deliver life-saving instructions with confidence. They rely on the caller to act immediately and follow every direction.
In emergencies, teamwork between the caller and the operator makes all the difference. With strong communication and rapid action, lives can be saved even before the ambulance arrives. That’s exactly how an EMS call is handled—through precision, guidance, and relentless support.
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