Calling the emergency services procedure

Purpose

This procedure describes the actions to be taken to call the emergency services to a customer’s home.

Responsibility

All Staff

Process

Staff onsite should phone for the emergency services themselves to avoid delay and to give the clearest information possible. This will enable an appropriate response to be made by the emergency services.

• Where it is the case that staff are dealing with a cardiac arrest or suspended breathing and both Response Officers are involved then the request should be made via the alarm system.
• Staff should inform the contact centre of the type of emergency service required and the circumstances of the customer.
• Staff should seek to provide the contact centre with any additional information that they request.
• If the staff member onsite calls for the emergency service direct they should obtain and record the reference number from the emergency service operator.
• If staff leave the customer’s home before the emergency crew who are in attendance, Response Officers should ask the crew to alert the Contact Centre by pressing the customer’s pendant or alarm unit button and to update the Contact Centre on whether customer is being taken to hospital and which one they are being taken to.
• Staff should then phone the contact centre to advise them that they have left the customer’s home.