HealthInfo Waitaha Canterbury
Calling 111 for an ambulance
Waea ki 111 kia whai waka tūroro
In a medical emergency, phone 111 and ask for an ambulance.
If you're deaf or hearing or speech impaired, you can text 0800-16-16-16, which is the emergency text number. You need to have registered online to be able to use this number. Welcome to 111 TXT on the New Zealand Police website tells you how to register online. It includes videos explaining how to register, how to use the service and how to change your registration.
If you need non-urgent St John support, phone 0800‑4‑AMBULANCE (0800‑426‑285).
Dialling 111
An operator will answer your call and ask if you want fire, ambulance or police. Answer "ambulance".
The operator will then put you through to a call handler at an ambulance communication centre. They will ask you several questions, including the following:
- Where is your emergency? What is the exact street address and which area are you in? They may ask you to repeat this for confirmation.
- What phone number are you calling from?
- What exactly has happened? This includes: How old is this person? Are they male or female? Are they awake and breathing?
- Specific questions about the reason for your call. These can include: What is the person's medical history? Is there any bleeding? Do they have any chest pain?
- If they are injured, what sort of injury is it and how did it happen? What part of the body is affected?
- What is your name and the person's name?
Waiting for the ambulance to arrive
The person on the other end of the phone (the call handler) will talk you through how you should care for the person until the ambulance arrives. This is particularly important if the condition is life-threatening.
This may include talking you through how to check for breathing, how to position the person or how to do CPR. The call handler will stay on the line for as long as possible.
During this time:
- stay calm
- reassure the person
- call the ambulance service back if the person's condition changes. Otherwise, keep the phone free. If the person doesn't have immediate life-threatening injuries, a registered nurse or paramedic may call you back. The call handler will tell you about this.
When the ambulance arrives
In a medical emergency, the ambulance team may take you to the Emergency Department. The Emergency Department provides urgent treatment for serious illnesses or injuries.
If it turns out not to be a medical emergency, the ambulance crew may give you first aid. They may then recommend you see your general practice team or go to an after-hours clinic for any further care you need.
The cost of an ambulance
You may have to pay a part charge for an ambulance call out. St John will send you an invoice after the ambulance has been.
You will not have to pay if you're a member of the St John Supporter Scheme.
Most medical alarm companies will cover the cost of ambulance call outs.
If the ambulance call out is a one-off and you cannot afford it because of hardship, you may be able to get financial help through a Work and Income Special Needs Grant.
HealthInfo recommends the following pages
- St John Ambulance – Help in an emergency
Information about when you should call 111 and what happens when you do.
Written by HealthInfo clinical advisers. Last reviewed December 2022.
SourcesReview key: HIEMG-274747
