This London Ambulance Service video explains what happens when someone calls 999 and why call handlers ask questions. It describes 999 as the route for life-threatening emergencies, with examples such as chest pain, difficulty breathing and accidents where the severity is unclear.

The video describes how call handlers keep callers calm, ask focused questions and may give instructions while arranging help. Questions about breathing, consciousness, what happened and the patient's location are used to send the right resource, not to delay care. Callers may be asked for extra location details when the address is not straightforward.

Practical preparation includes turning on outside lights if it is dark, arranging for someone to meet the ambulance crew if safe, and gathering medication or GP details. Dispatch staff and clinicians review calls so an appropriate response is sent. Call 999 back if the patient's condition worsens, the location changes, the patient moves, or the ambulance is no longer needed.