We get more than 3,600 emergency calls every day. These calls are received and categorised by call handlers in our ambulance operations centres (AOCs) at Bedford, Chelmsford and Norwich.

Our call handlers listen, record and use specialist software to determine how urgent the patient’s condition is. This is known as triaging. It ensures that the most seriously ill patients are prioritised and get the fastest response.

From here, they decide what type of care is needed. Responses could be:

• dispatching an ambulance
• passing the call to a paramedic to conduct a clinical assessment over the phone
• referring the patient to their GP, pharmacist or local walk-in centre.

Find out more about triaging and when to call 999.

Alongside emergency care, we provide patient transport for people too unwell to travel. This service is used by patients who need non-emergency transport to and from hospital, treatment centres and other similar facilities.

We can also transfer patients who can’t travel unaided because of their medical condition or frailty. Read about our patient transport services.

We operate two hazardous area response teams (HART). Our HART paramedics are specially trained and equipped to work in hazardous areas. They help in situations where traditional paramedics can’t. For example, chemical incidents, flooding or when patients need to be treated in hazardous environments.

Our resilience and emergency planning department work closely with critical care charities and community volunteers. This means we’re better respond to a variety of emergency situations and ensure our patients always get the best care possible.

Like most ambulance trusts, we also operate a number of commercial services that generate additional income for us. This income is put straight back into our service.

Take a look at our commercial services page to learn more.

The Essex emergency services planning protocol sets out guidelines on how we work together to address various emergencies in our community across Essex. Through collaboration, we can ensure that everyone's efforts are coordinated to overcome the challenges.