Calling emergency services quickly and clearly is a critical part of workplace first aid. In urgent situations, delays or unclear information can affect how quickly help arrives.
This guide explains what to do when calling 999 from a workplace, what information to provide, and how to prepare staff for emergency communication.
This information is general guidance and does not replace professional training.
You should call 999 immediately if there is a life-threatening emergency, including:
See When to Call 999 vs 111 vs GP for decision guidance.
The operator will ask a series of structured questions to assess the situation and dispatch the appropriate emergency service.
It is important to stay calm and answer clearly. Do not hang up until instructed.
When calling 999, be ready to provide:
Large or complex sites should ensure callers can give precise location information, such as:
This is particularly important in warehouses, construction sites and multi-building locations.
See First Aid Provision for Multi-Site Businesses.
| Step | What to say |
|---|---|
| Location | “We are at [full address / site location]” |
| Emergency type | “We have a person who is unconscious / bleeding heavily / not breathing” |
| Details | “There is one person involved, they are [condition]” |
| Hazards | “There are no immediate dangers” or explain any risks |
| Access | “Access is via [gate/entrance], someone will meet the ambulance” |
Do not end the call unless instructed. The operator may:
In an emergency, roles should be clear:
This should be part of workplace planning. See Workplace First Aid Risk Assessment.
Once emergency services are on the way:
Incident recording should follow workplace procedures. See Accident Reporting & First Aid Records.
Providing accurate information allows emergency services to respond quickly and appropriately. In large workplaces, clear communication can significantly reduce delays.
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