Queue announcement added to 999 line

This week we have introduced new technology into EOC; it is important that EOC and operational colleagues are aware in case a patient mentions this to you.

In liaison with BT, and in line with other ambulance trusts across the country and the Public Emergency Call Service Code of Practice, a queue announcement is being used on the public 999 line. We already have one of the best call answering performances in the country and the national target is to answer within five seconds 95% of the time. We achieve this standard and also consistently have low connection delays from BT - this a credit to the hard work of our call handling teams in EOC.

However, in the rare event that a public call reaches 10 seconds, the caller will hear an acknowledgement that they are through to us and that we will answer them as soon as possible.  This provides reassurance alongside also allowing BT to confirm connection. Where they have an exceptionally critical call waiting, BT does have the ability to contact us via a separate critical contact line.

Published 11th August, 2016